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基于排队论的超市结账服务机构仿真模拟

发表时间:2024-01-16  浏览量:265  下载量:38
全部作者: 秦嘉乐,王诗,张浩然,陈佳棋
作者单位: 辽宁工程技术大学电子与信息工程学院
摘 要: 为了提升顾客的购物体验,提升顾客的结账速度和超市结账服务机构的服务效率,本文建立了双队列双服务台和单队列双服务台两种情景的排队模型,并增加了顾客在服务台附近选择商品这一现实场景并进行了仿真模拟。本文采用拒绝概率、结账速率、平均队列长度3个指标来评价两种情景下的顾客满意度。仿真结果表明,当系统达到稳态时,单队列双服务台在3个指标上均优于双队列双服务台,能够有效缩短顾客的排队等待时间,提高顾客的满意度。因此,依据仿真结果,本文建议以超市为主要代表的各服务机构在布置队列和服务台时,优先考虑单队列双服务台这种方式。
关 键 词: 运筹学;顾客满意度;双队列双服务台;单队列双服务台;仿真模拟
Title: Simulation of supermarket checkout service organization based on queuing theory
Author: QIN Jiale, WANG Shi, ZHANG Haoran, CHEN Jiaqi
Organization: School of Electronic and Information Engineering, Liaoning Technical University
Abstract: In order to improve the customer’s shopping experience, the customer’s checkout speed and the service efficiency of the supermarket checkout service organization, this paper establishes queuing models of double-queue double-service and single-queue double-service. In addtion, we increase the realistic scenario of customers choosing goods near the service desk and simulate it. Three indicators of rejection probability, checkout rate and average queue length are used to evaluate customer satisfaction in the two scenarios. The simulation results show that when the system reaches steady state, the single-queue double-service is superior to the double-queue double-service in three indicators, to effectively shorten the waiting time of customers and improve customer satisfaction. Therefore, this paper suggests that supermarkets should give priority to single-queue double-service when arranging queues and service desks.
Key words: operational research; customer satisfaction; double-queue double-service; single-queue double-service; simulations
发表期数: 2023年12月第4期
引用格式: 秦嘉乐,王诗,张浩然,等. 基于排队论的超市结账服务机构仿真模拟[J]. 中国科技论文在线精品论文,2023,16(4):439-445.
 
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