MODELING AND ASSESSING QUEUEING SYSTEMS FOR IMPROVED SERVICE DELIVERY IN SUPERMARKET CHECKOUT ENVIRONMENTS: A STUDY OF SELECTED NIGERIAN SUPERMARKETS
Abstract
This paper studied the modeling and assessing
queueing systems for improved service delivery in
supermarket checkout environments, over selected
Nigerian supermarkets. Efficient checkout operations
are crucial to supermarket service quality and
customer satisfaction, especially in developing
countries with unpredictable demand and limited
resources. This paper analyzes a case study of selected
Nigerian supermarkets to design and test queueing
algorithms for better service delivery in supermarket
checkout areas. A multi-server queuing system with
stochastic arrival and service rates is used to simulate
customer arrivals and services. Analytical queueing
models are used in conjunction with Python-based
discrete-event simulations to evaluate system
performance under various demand and staffing
scenarios. The average waiting time, queue length,
server utilization, throughput, and customer
satisfaction metrics based on waiting-time criteria
were all examined as key performance indicators. The
results reveal that appropriate server allocation and
dynamic staffing during peak periods significantly
reduce customer wait times while increasing perceived
service quality. The findings have practical significance
for supermarket managers and policymakers in terms
of data-driven checkout system design, as well as the
use of queueing theory and simulation tools to
optimize retail services in developing countries.
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Published in UNIHEZ JOURNAL OF HEALTH SCIENCES, ENGINEERING, INFORMATION AND COMMUNICATION TECHNOLOGY
ISSN: 979-41323
This article appears in our peer-reviewed academic journal
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