Enhancing queuing theory realism: analysis of reneging behavior impact on M/M/1 drive-thru service system

Ayman Dbeis and Khaled Al-Sahili

Journal of Management Analytics, 2024, vol. 11, issue 4, 659-674

Abstract: Individuals seeking services through drive-thru queuing and waiting, anticipate speedy service. However, long queues often prompt customers' impatience, leading to reneging and the early departure from a queue due to perceived excessive waiting. Reneging behavior is often disregarded in queuing analysis, undermining the accuracy and management of queues, resulting in a misrepresentation of real-world scenarios. This study delves into an extensive analysis of a 123-h M/M/1 drive-thru service queue, examining reneging probability and its correlation with customers’ sensitivity to arrival times. Findings reveal that the time between reneging events follows an Exponential distribution, challenging the assumption of a Poisson distribution for reneging rates. The traditional calculation of queue intensity neglects reneging and service abandonment, necessitating modifications to core queuing theory equations for practicality. Integrating reneging behavior enhances the theory’s applicability to real-life queuing dilemmas, improving accuracy and interpretability for effective queue management analysis and strategies, thus directly benefiting business management of queuing systems.

Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/23270012.2024.2408528 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:tjmaxx:v:11:y:2024:i:4:p:659-674

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/tjma20

DOI: 10.1080/23270012.2024.2408528

Access Statistics for this article

Journal of Management Analytics is currently edited by Li Xu

More articles in Journal of Management Analytics from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().