Abstract—The objective of the paper is to determine customer behavior in queues in four different situations in India. The study is limited to Toll Booth-Delhi Gurgaon Highway, Health care facility for Public sector bank’s staff and family, Executive check up in Health care organization and Tellers in a Bank. A detailed study of the queues at the Toll Booth on the Delhi Gurgaon expressway was done as the expressway is highly traversed and is a bottlenecked stretch. In spite of the multiple provisions to ease the traffic on this expressway, chronic delays led to a ruling by the court which made the expressway a freeway for two weeks in September 2012. The second case studied is of the work mechanism of a clinic set up for the public sector bank’s staff and family in India. The doctor visits the clinic during specified hours. It was observed that one doctor caters to a large number of patients giving rise to long queues. The third case is of the hospital which has an Out Patient Department (OPD) that provides service for executive health checkup. Our study is limited to the executive health checkups, where a patient first registers and then is guided to different departments for the checkups. Lastly the study was conducted for a bank where the major business of this particular bank is retail banking for which the customer is diverted towards the tellers. Due to cost considerations and space constraint the number of tellers in a bank is limited. Inspite of the use of modern technology to streamline the queues, it is observed that during peak business hours the length of the queue increases resulting in increased waiting time for the customers. This paper attempts to do a comparative study for four different models to understand the behavior of customers waiting in queues in India.

Index Terms—Arrival rate, simulation, service rate, waiting time.

The authors are with Department of Mathematics, BITS, Pilani-Dubai Campus, Dubai, UAE (e-mail: maneesha@bits-dubai.ac.ae, priti@bits-dubai.ac.ae).

Cite: Priti Bajpai and Maneesha, "Measure of Performance of Queuing Models and Behavior of Customers in Real Life Applications," International Journal of Applied Physics and Mathematics vol. 3, no. 5, pp. 359-363, 2013.