Queueing Theory and Their Role in Measuring Service Performance: An Analytical and Applied Study of the Mobilis Agency – Laghouat, Algeria.

Abstract

   This research presents the fundamental principles of queueing theory and models, considering the mathematical study of waiting times and service times experienced by customers, as well as the average cost incurred by customers while waiting in line and the service cost per service center to improve the system. In this study, both single-server and multi-server queueing models were used to model the waiting process. Data was collected from the Mobilis Agency branch in Laghouat for one month (January 2022, randomly chosen), and the data was analyzed to formulate a queueing model (using one and two service counters). The analysis results showed that the average queue length and customer waiting time in the queue and system significantly improved with the use of two service counters.