ISSN: 2320-5407 Int. J. Adv. Res.

11(09), 736-743

Journal Homepage: - www.journalijar.com

Article DOI: 10.21474/IJAR01/17583

DOI URL: http://dx.doi.org/10.21474/IJAR01/17583

RESEARCH ARTICLE
MATHEMATICAL MODELLING IN WAITING QUEUE IN SHOPPING MALL

Tijeshwari Bisen and Arun Garg

Department of Mathematics, Madhyanchal Professional University, Bhopal.
……………………………………………………………………………………………………....
Manuscript Info Abstract
……………………. ………………………………………………………………
Manuscript History This project is an attempt to analyze the use of queuing theory in a
Received: 25 July 2023 local shopping mall. Also considers the mall as a multi server queuing
Final Accepted: 27 August 2023 system following Poisson arrival and Exponential service based
Published: September 2023 system. A comparison of the results using MATLAB pertaining to
double server and multiple server queuing system is also provided.
Key words:-
M/M/2 and M/M/3, Local Shopping
Mall, Queuing Theory

Copy Right, IJAR, 2023,. All rights reserved.

……………………………………………………………………………………………………....
Introduction:-
The queuing theory is one of the most celebrated problems of operation research which has attracted the attention of
researchers, scientists, mathematics and social scientists. A lot of research work has been dedicated to the
application of this theory in health care systems, construction industries, human resource management,
transportation, traffic and many other such systems.

Queuing theory is a mathematical approach to study of the waiting lines. Long waiting time in any health care centre
affects the improvement of the centre as well as the nation’s economy. Therefore, to reduce the waiting time of
arriving customers is a major challenge for services not only in India but all over the world especially in developing
countries. While considering improvement in services, centre must measures the cost of providing a given level of
service against the potential costs from having customer wait. Queuing theory has increasingly become a universal
tool of management for decision making in a Local shopping mall.

Description of the Models

Double Channel Queuing System
Consider a double server queuing system, (M/M/2) in which arriving customers is following Poisson’s process with
the arrival rate λ and the service process is following the exponential distribution with the service rate μ. Here
customers are identified as arriving customers. The services in all phases are independent and identical and only one
customer at a time is in the service mechanism.

When a customer enters the system and at a time if the system is free, his/her service time starts at once and when
the system is not free, the customer joins the queue and wait for their turn/number for service. After completion of
services, the customer is free from queue if there is not any further extended service facility. If the server is busy
then the arriving customers goes to orbit and becomes of repeated calls. This pool of source of repeated calls may be
viewed as a sort of queue.

Corresponding Author:- Tijeshwari Bisen

Address:- Department of Mathematics, Madhyanchal Professional University, Bhopal.
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The time it takes to service every customer is an exponential random variable with parameter μ. A pictorial
representation of a double server queuing system, (M/M/2) is given below in which customers are standing in
queue, waiting for the server to be free for providing service.

In the situation of congestion of customers in a health care system, there is a very less probability for the customers
arriving in end to get treatment as there is a double server rendering services. In worst situation, customers may
leave the system without being serving.

Multichannel Queuing System

The multichannel queuing model is known in the Kendall’s notation as the M/M/m model, where M signifies a
Poisson distribution and m is the number of parallel service channel in the system. This is commonly used to
analyze the queuing problem. This model commutes the average wait time and queue lengths, given arrival rate,
number of servers and service rates. This particular model applies, in which there is multiple channel served by a
double queue at a bank teller or many airline ticket counters. The output of the model are as follows:
1. Expected waiting time per customer in the system.
2. Expected waiting time customers in the queue.
3. Expected number of customer in the system.
4. Expected number of customer in the queue.

The exact calculation of these measures requires knowledge of the probability distribution of the arrival rate and
service times. Moreover, successive inter-arrival times and service times are assumed to be statistically independent
of each other. In this system, there are multiple servers with all sharing common waiting line a waiting line is crated
when all the servers are busy in rendering service. As soon as one server becomes free, a customer is dispatched
from the waiting line using dispatching discipline in force for being served. There are obvious from the pictorial
representation of the multichannel queuing system which is given below.

Model Assumptions
This research is based on the following assumptions.
1. The finding obtained after investigate from one unit of the Billing counter should be valid in the other units.
2. The customers are almost well familiar with the organization system of the shopping mall.
3. The arrival rate of the customers to queue and service rate are compatible to poison distribution or in other
words the time interval between two consecutive arrivals and time services both follow exponential distribution.
4. The queuing theory discipline is such that the first customer goes to the server which is ready for service.
5. In case of multichannel queuing system, it is assumed that none of the servers are unattended.

Assumed Parameters in Queuing Model

 n = Number of customers (units) in the system.
 c = number of parallel servers.
 λ = It is the mean rate of arrivals per unit of time in the system.
 μ = It is the average number of customers served per unit time in the system.
 cμ = Serving rate when c>1 in a system.
 ρ = Utilization factor.
 P0 =Steady state probability of all idle servers in the system.
 Pn = Steady satiate probability exactly n customers in the system.
 Lq = Average number of customers in the queue.
 Ls = Expected number of customers in the system.
 Wq =Service time.
 Ws = The expected time a customer spends in the system.

Data Analysis
The memory less property is utilized to define the state of the queuing system. To determine the performance
measures, first find the probability of having n number of customers in the queuing system.
Probability of having 1 customer (i.e. n = 1) in the service system is:
P1 = ρ P0
Similarly,

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𝑃2 = 𝜌 𝑃1
𝑃2 = 𝜌2 𝑃0 … … … ..
𝑃𝑛 = 𝜌𝑛 𝑃0
The probability value is 1. i.e.
𝛴𝑛∞=0 𝑃𝑛 = 1
𝑃0 + 𝑃1 + 𝑃2 + ⋯ = 1
𝑃0 + 𝜌𝑃0 + 𝜌2 𝑃0 + ⋯ = 1
1 + 𝜌 + 𝜌2 + ⋯ 𝑃0 = 1
2
Where 1 + 𝜌 + 𝜌 + ⋯ is an infinite series, Sum of infinite series can be written as,
1 1− 𝜌
Hence,
𝑃0 = 1 − 𝜌
i.e., the probability of no customer in the system.
To determine performance measures 𝐿𝑠 , 𝐿𝑞 , 𝑊𝑠 , 𝑊𝑞 in the queuing system determine the average number of
customers in the system.
The average number of customers 𝐿𝑠 in the system can be written as,
𝐿𝑠 = 𝛴𝑛∞=0 𝑛 𝑃𝑛
𝑛
Where 𝑃𝑛 = 𝜌 𝑃0 and 𝑃0 = 1 − 𝜌
𝐿𝑠 = 1 − 𝜌 𝛴𝑛∞=0 𝑛 𝜌𝑛 = 𝜌 1 − 𝜌 𝛴𝑛=0
∞
𝑛 𝜌𝑛 −1
Then,
𝜕𝜌𝑛
= 𝑛 𝜌𝑛 −1
𝜕𝜌
𝜕 𝜕
𝐿𝑠 = 𝜌 1 − 𝜌 𝛴𝑛∞=0 𝜌𝑛 = 𝜌 1 − 𝜌 1 1− 𝜌
𝜕𝜌 𝜕𝜌
𝜆
𝐿𝑠 = 𝜇 – 𝜆
Using little’s law according to which the average number of customers in the service system is the product of arrival
rate and average time a customer’s spends in the system Average time a customer spends in the system, 𝑊𝑠 can be
written using little’s law as given below
𝐿
𝑊𝑠 = 𝜆𝑠
Determine 𝐿𝑠 and know 𝜆, hence
𝜆 1
𝑊𝑠 = 𝜇 – 𝜆 . 𝜆
1
𝑊𝑠 = 𝜇– 𝜆
Average time a customer spends in the queue 𝑊𝑞 , can be determined by subtracting expected service time or
average service time from average time a customer spends in the system 𝑊𝑠
𝑊𝑞 = 𝑊𝑠 − expected service time
1
= 𝑊𝑠 − 𝜇 = − 𝜇
𝜇– 𝜆
𝜆
𝑊𝑞 =
𝜇 𝜇– 𝜆
Using little’s law to determine the average number of customers in the queue
𝐿𝑞 = 𝑊𝑞 𝜆
𝜆2
𝐿𝑞 = 𝜇 𝜇– 𝜆

Model Parameters
Traffic Intensity
It is obtained from dividing the average arrival rate 𝜆 (in time) to the average service rate 𝜇.
i.e., 𝜌 = 𝜆⁄𝜇
Whenever 𝜆 is larger, the arrival of customers will increase and the system will work harder and queue will be
longer. On the contrary, whenever λ is smaller, the queue will be shorter but in this case the use of system will be
low. If the arrival rate of customers in the system were more than service rate. i.e. 𝜆 > 𝜇 then 𝜌 > 1, which means
the system capacity is less than the arriving customers; therefore the queue length is increased. In this queuing
system the average arrival rate is less than the average service rate i.e. 𝜆 > 𝜇.

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Average Waiting Time in Queue

The average waiting time in queue (before service is rendered) is equal to the average time which a customer’s waits
in the queue for getting services. Its formula is,
𝜌 𝜆
= 𝜇 𝜇– 𝜆
𝜇 1– 𝜌
Average Time Spend in the System
The average time spent in a system (on queue and receiving service) is equal to the total time that a customer’s
spends in a system which includes the waiting time and service time. Its formula is,
1 1
= 𝜇– 𝜆
𝜇 1– 𝜌
Average Number of Customers in the System
The average number of customers’ in the system is equal to the average number of customers’ who are in the line or
server. It is defined as
𝜌 𝜆
= 𝜇– 𝜆
1– 𝜌
Average Queue Length
The average queue length is composed of the average number of customers’ who are waiting in the queue. It is
defined as
𝜆2
𝜇 𝜇– 𝜆
The Probability of not Queuing on the Arrival
= 1– 𝜌

Results and Discussions:-

Results of M/M/2
The arrival time as well as the time service began and ended for 125 customers’ in the local shopping mall. There
are two types of services; return and buying . A total of 22 days were used for the data collection. On the basis of
actual observed collected data, find the
Total waiting time of 650 customers’ for 22 days = 2000 minutes
Total service time of 650 customers’ for 22 days = 1750 minutes
Using the model parameters for the double channel queuing model, arrive the following results:
The arrival rate,
𝑡𝑜𝑡𝑎𝑙 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑝𝑎𝑡𝑖𝑒𝑛𝑡𝑠
𝜆 = 𝑇𝑜𝑡𝑎𝑙 𝑤𝑎𝑖𝑡𝑖𝑛𝑔 𝑡𝑖𝑚𝑒
650
= 0.33 (1)
2000
The service rate,
𝑡𝑜𝑡𝑎𝑙 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑝𝑎𝑡𝑖𝑒𝑛𝑡𝑠 650
𝜇= = 2000 = 0.371(2)
𝑇𝑜𝑡𝑎𝑙 𝑠𝑒𝑟𝑣𝑖𝑐𝑒 𝑡𝑖𝑚𝑒
The average waiting time in a queue,
𝜆
= 𝜇 𝜇– 𝜆
= 18.85 ≡ 19Minutes (3)
The average time spent in a system,
1
= 21.54 ≡ 22minutes (4)
𝜇– 𝜆
Average number of customers in the system,
λ 0.0789
= 0.09469 − 0.0789 ≡ 7 (5)
𝜇– 𝜆
Average queue length (Average number of customers in the queue),
𝜆2 𝜌2
= 1–𝜌
𝜇 𝜇– 𝜆
= 6.13 ≡ 6 (6)
The probability of queuing on arrival i.e. traffic,
= 𝜆⁄𝜇
= 0.88 (7)
The probability of not queuing on the arrival,
= 1– 𝜌
= 1– 0.88

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= 0.12 (8)

Discussions:-
A double channel queuing system is used to represent the Local shopping mall where doctor is treated as a double
server and the mode parameters are applied for calculations. The study for this case is on the basis of actual
observed data collection in 22 days of service for 650 customers’. The traffic intensity, ρ = λ⁄μ = 0.12 obtained in
(7) shows the probability of customers’ queuing on arrival. This reveals the congestion of customers’ waiting for
billing as billing Clark is engaged.

This represents the inadequate service system of the shopping mall. Also from the results (3) and (4) it is obvious
that the average time spent in the shopping mall is greater than the average time spent in the queue before providing
service. Thus, there will always be a queue of customers’ in the mall which is also very clear from the results (5) and
(6). The result (8) shows that there is a very less possibility services to new arriving customers’.

Multi-Channel Queuing Theory Model (M/M/c: FCFS/∞/∞ )

Multi- channel queuing theory treats the condition in which there are several service stations in parallel and each
element in the waiting line can be served by more than one station.
Each service facility is prepared to deliver the same type of service. The new arrival selects one station without any
external pressure. When a waiting line is formed, a double line usually breaks down into shorter lines in front of
each service station. The arrival rate λ and service rate μ are mean values from poison distribution and exponential
distribution respectively. Service discipline is first-come first served and customers are taken from a double queue
i.e., any empty channel is filled by the next customer in line.

M/M/c Queuing Model

The first known values in a calculation of performance measure is,
(i) Traffic intensity(𝜌)
(ii) Probability of the system should be idle 𝑃0 The traffic intensity is,
𝜌 = 𝜆 ⁄ 𝑐𝜇
Whenever λ is larger, the arrival of customers’ will increase and the system will work harder and queue will be
longer. On the contrary, whenever λ is smaller, the queue will be shorter but in this case the use of system will be
low. If the arrival rate of customers’ in the system were more than service rate. i.e. λ>μ then ρ > 1, which means the
system capacity is less than the arriving customers’; therefore the queue length is increased. In this queuing system
the average arrival rate is less than the average service rate i.e. λ >μ.
The probability that the system should be idle.
−1
1 𝜆 𝑛 1 𝜆 𝑛 𝑐𝜆
𝑃0 = 𝛴𝑛∞=0 𝑛! +
𝜇 𝑐! 𝜇 𝑐𝜇 −𝜆
The average number of customers’ in the system,
𝜆 𝑐
𝜆.𝜇 𝜆
𝜇
𝐿𝑠 = 𝑃0 +
𝑐−1 ! 𝑐𝜇 −𝜆 2 𝜇
The average number of customers’ waiting in the queue,
𝐿𝑞 = 𝐿𝑠 − Average number being served
𝜆
= 𝐿𝑠 − 𝑐 𝑐𝜇
𝜆 𝑐
𝜆.𝜇
𝜇
𝐿𝑞 = 𝑃0
𝑐−1 ! 𝑐𝜇 −𝜆 2
Average waiting time a customer spends in the system,
𝐿
𝑊𝑠 = 𝜆𝑠
𝜆 𝑐
𝜇 1
𝜇
𝑊𝑠 = 𝑃0 +
𝑐−1 ! 𝑐𝜇 −𝜆 2 𝜇
Average waiting time of a customer in the queue,
𝐿
𝑊𝑞 = 𝜆𝑞
𝜆 𝑐
𝜇
𝜇
𝑊𝑞 = 𝑃0
𝑐−1 ! 𝑐𝜇 −𝜆 2

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𝜆
Utilization factor, 𝜌 = 𝑐𝜇
Average number of idle servers, = c – (average number of customers served)
Probability that a customer has to wait,
𝜆 𝑐
𝜇
𝜇
𝑝 𝑛≥𝑐 = 𝑃0
𝑐−1 !(𝑐𝜇 −𝜆)
Probability that a customer enters the service without waiting,
𝜆 𝑐
𝜇
𝜇
1−𝑝 𝑛 ≥𝑐 =1− 𝑃0
𝑐−1 !(𝑐𝜇 −𝜆)

Results of M/M/3:-
The arrival time as well as the time service began and ended for 650customers in the Local shopping mall
“Venkatesh Nursing Home”. There are two types of services; consultancy and surgery. A total of 22 days were used
for the data collection. On the basis of actual observed collected data, find the
Total waiting time of 650 customers for 22 days = 2000 minutes (9)
Total service time of 650 customers for 22 days = 1750 minutes (10)
Consider 3 servers.
Using the model parameters for the double channel queuing model, the following results:
The arrival rate,
𝑡𝑜𝑡𝑎𝑙 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑐𝑢𝑠𝑡𝑜𝑚𝑒𝑟 650
𝜆= = 2000 = 0.33 (11)
𝑇𝑜𝑡𝑎𝑙 𝑤𝑎𝑖𝑡𝑖𝑛𝑔 𝑡𝑖𝑚𝑒
The service rate,
𝑡𝑜𝑡𝑎𝑙 𝑛𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑝𝑎𝑡𝑖𝑒𝑛𝑡𝑠 650
𝜇= = = 0.37 (12)
𝑇𝑜𝑡𝑎𝑙 𝑤𝑎𝑖𝑡𝑖𝑛𝑔 𝑡𝑖𝑚𝑒 1750
The probability that the system should be idle,
𝑛 3 −1
1 0.325 1 0.325 3 0.3714
𝑃0 = 𝛴𝑛2=0 𝑛! + 3! = 0.42 (13)
0.3714 0.3714 3 0.3714 −0.325
The average number of customers’ in the system,
0.325 3
0.325 . 0.3714 0.325
0.3714
Ls = 0.42 +
3−1 ! 3 0.3714 −0.325 2 0.3714
= 0.90′ = 1 (14)
The average number of customers’ waiting in the queue,
0.325 3
0.325 . 0.3714
Lq = 0.3714
0.42 ≡0.03 (15)
3−1 ! 3 0.3714 −0.325 2
The average waiting time of customers’ in the system,
0.325 3
0.3714 1
0.3714
Ws = 0.42 +
3−1 ! 3 0.3714 −0.325 2 0.37
≡2.78 minute (16)
The average waiting time of customers’ in the queue,
0.325 3
0.3714
Wq = 0.3714
0.42 ≡0.08 minute (17)
3−1 ! 3 0.3714 −0.325 2
The traffic intensity is,
0.325
ρ = 3(0.3714 ) = 0.29. (18)
The probability of not queuing on the arrival,
= 1– ρ
= 1 – 0.29
= 0.71. (19)

Comparing the Results of M/M/1 and M/M/3

Comparison M/M/2 M/M/3
Traffic intensity 0.44 0.29
average number of customers’ in the system 1 1
average number of customers’ in the queue 1 0
average waiting time of customers’ in the system 4 minutes 3 minutes

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average waiting time of customers’ in the queue 2 minutes 1 minutes

The probability of new customers Arrival 0.91 0.71
The waiting time in M/M/3 is less than the M/M/2. The average number of customers in the queue is also less. The
probability of new customer’s arrival is large in the multi server.

Average Waiting Time in a System of Double Server and Multi Server by Using MATLAB

Average waiting time in

system M/M/2
Average waiting time in
system M/M/3

Fig 1:- Average Waiting Time in a Queue of Double Server and Multi Server by Using MATLAB.

Average waiting time in

queue M/M/2
Average waiting time in
queue M/M/3

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Fig 2:- New Customer’s Arrivals Probability of Double Server and Multi Server by Using MATLAB.

The probability of new

customer arrival M/M/2
The probability of new
customer arrival M/M/3

Fig 3

Conclusion:-
In this paper, multi-server queuing system was discussed. In this case the waiting time in a queuing model (M/M/2)
was more than that of queuing model (M/M/3) and observed that new customer’s arrival probability of double server
queuing system was less than that of multi-server queuing system. The multi-server queuing system increases the
efficiency of the hospital and reducing time compared to the double server queuing system.

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