Theoretical Framework

Everyone has experienced waiting in line, whether at a fast-food restaurant,

ticketing office, in public transportation or in traffic jam. The standards for
customers selecting supermarkets are not only qualified and inexpensive
commodities but also service quality. Long queue in cashier/ cash register can be
extremely frustrating for both the customer and the store manager. However, few
check-out stands may lead to serious waiting, affecting service quality, and causing
loses of customers. Understanding the nature of lines or queues and learning how
optimize them is one of the most important areas in operations management.
(Nafees, 2007)
There are different principles, and theories that are closely related to the
study which served as the researchers foundation in doing the research. These
principles and theories are used by the researchers as supporting factors for the
research study.
Queuing theory is the mathematical study of waiting lines, or queues. In
queuing theory a model is constructed so that queue lengths and waiting times can
be predicted. Queuing theory is generally considered a branch of operations
research because the results are often used when making business decisions about
the resources needed to provide service. (Dhar, Rhaman, 2013)

Customers, service institutions, and queuing phenomenon are a queuing

system. The basic model includes the input process, the service time, the service
institution, and queuing rule.
There are different variety model of Queueing Theory. Model A (M/M/1):
Single-Channel Queuing Model with Poisson Arrivals and Exponential Service Times,
Model B (M/M/S): Multiple-Channel Queuing Model, Model C (M/D/1): ConstantService-Time Model and Model D: Limited-Population Model, are the most commonly
used in Queueing Theory in studying waiting lines.
Model A (M/M/1): Single-Channel Queuing Model with Poisson Arrivals and
Exponential Service Times, is it use in most common case of queuing problems
involves the single-channel or single-server, waiting line. In this situation, arrivals
form a single line to be serviced by a single station.
Model B (M/M/S): Multiple-Channel Queuing Model, it is use in multiplechannel queuing system in which two or more servers or channels are available to
handle arriving customers. We still assume that customers awaiting service form
one single line and then proceed to the first available server. Multichannel, singlephase waiting lines are found in many supermarkets today: A common line is
formed, and the customer at the head of the line proceeds to the first free cashier

Model C (M/D/1): Constant-Service-Time Model, some service systems have

constant service times. When customers or equipment are processed according to a
fixed cycle, as in the case of an automatic car wash or an amusement park ride,
constant service times are appropriate.
Model D: Limited-Population Model, when there is a limited population of
potential customers for a service facility.
The supermarket service system of SM Supermarket is a Model B (M/M/S):
Multiple-Channel Queuing Model n M/M/C model. The service institution means lots
of service stands. The queuing rule is for service institution. Service is first come,
first-served, and all servers are assumed to perform at the same rate. The waiting
system means customers have to wait if the service stand is in busy. (Jie, 2010)