<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2960-2467</journal-id>
<journal-title><![CDATA[e-Revista Multidisciplinaria del Saber]]></journal-title>
<abbrev-journal-title><![CDATA[e-Rev. Multidiscip. Saber]]></abbrev-journal-title>
<issn>2960-2467</issn>
<publisher>
<publisher-name><![CDATA[Centro de Investigación en Tecnologías de Salud y Ambiente (CITSA)]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2960-24672025000100241</article-id>
<article-id pub-id-type="doi">10.61286/e-rms.v3i.192</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Gestión eficiente del flujo de clientes: Un enfoque basado en la teoría de colas en supermercados de Huancayo]]></article-title>
<article-title xml:lang="en"><![CDATA[Efficient Customer Flow Management: A Queueing Theory Approach in Huancayo Supermarkets]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Torres López]]></surname>
<given-names><![CDATA[Casio Aurelio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pachas Huaytan]]></surname>
<given-names><![CDATA[Jorge Vladimir]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Ortiz Fernandez]]></surname>
<given-names><![CDATA[Jaime Humberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Navarro Veliz]]></surname>
<given-names><![CDATA[Javier Amador]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Moreno Menéndez]]></surname>
<given-names><![CDATA[Fabricio Miguel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Peruana Los Andes  ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Peruana Los Andes  ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Peruana Los Andes  ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad Peruana Los Andes  ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af5">
<institution><![CDATA[,Universidad Peruana Los Andes  ]]></institution>
<addr-line><![CDATA[Huancayo ]]></addr-line>
<country>Peru</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2025</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2025</year>
</pub-date>
<volume>3</volume>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S2960-24672025000100241&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S2960-24672025000100241&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S2960-24672025000100241&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Esta investigación comprendió la aplicación práctica de la teoría de colas en la gestión de clientes, tratando el problema ¿Cómo optimizar el sistema de líneas de espera en la gestión de clientes en los cajeros de supermercados de la ciudad de Huancayo?, el objetivo principal: Identificar el nivel óptimo de capacidad del sistema de líneas de espera en la gestión de clientes en los cajeros de supermercados de la ciudad de Huancayo. El método general de investigación fue el científico, con enfoque mixto; el tipo de investigación fue aplicada, de nivel descriptivo - explicativo; de diseño no experimental, descriptivo y transversal. La población objetivo comprendió todas las atenciones en los cajeros de los supermercados de la ciudad de Huancayo, se consideró infinita por ser su tamaño superior a los 10,000 clientes, se utilizó la técnica del muestreo aleatorio, siendo el tamaño de muestra de 600 clientes distribuidos en 180 para Metro, 205 Tottus y 215 Plaza Vea, como técnica de recolección de datos se utilizó la observación directa, la entrevista y la encuesta; para el procesamiento de datos se utilizó el SPSS, WINQSB y EASY FIT. Se determinó los principales parámetros como la media y desviación estándar de 6. 14 y 4.55 minutos en los tiempos entre llegadas de los clientes, de 5.92 y de 2.16 minutos en los tiempos de atención en los cajeros; al contrastar la hipótesis 2 se verifico que los 3.83 minutos como media simulada fue menor que 5.92 minutos de la media real, concluyéndose que al 5 % el tiempo simulado de atención al cliente es menor que el tiempo promedio actual. La principal conclusión fue que, si aplicamos la teoría de colas, se optimizará la gestión de clientes en los cajeros de los supermercados de la ciudad de Huancayo.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This research included the practical application of queuing theory in customer management, addressing the problem: How to optimize the waiting line system in customer management in supermarket cashiers in the city of Huancayo? the main objective: Identify the optimal level of capacity of the waiting line system in customer management in supermarket cashiers in the city of Huancayo. The general research method was scientific, with a mixed approach; The type of research was applied, descriptive-explanatory level; non-experimental, descriptive and transversal design. The target population included all the services at the cashiers of the supermarkets in the city of Huancayo, was considered infinite because its size was greater than 10,000 customers, the random sampling technique was used, with the sample size being 600 customers distributed in 180 for Metro, 205 Tottus and 215 Plaza Vea, as Data collection technique was used direct observation, interview and survey; SPSS, WINQSB and EASY FIT were used for data processing. The main parameters were determined as the mean and standard deviation of 6.14 and 4.55 minutes in the times between customer arrivals, 5.92 and 2.16 minutes in the cashier&#8217;s service times; When testing hypothesis 2, it was verified that the 3.83 minutes as the simulated average was less than the 5.92 minutes of the real average, concluding that at 5% the simulated customer service time is less than the current average time. The main conclusion was that, if we apply queuing theory, customer management at the supermarket cashiers in the city of Huancayo will be optimized.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[Teoría de colas]]></kwd>
<kwd lng="es"><![CDATA[Gestión de clientes]]></kwd>
<kwd lng="es"><![CDATA[optimización]]></kwd>
<kwd lng="es"><![CDATA[supermercados]]></kwd>
<kwd lng="en"><![CDATA[Queuing theory]]></kwd>
<kwd lng="en"><![CDATA[Customer management]]></kwd>
<kwd lng="en"><![CDATA[optimization]]></kwd>
<kwd lng="en"><![CDATA[supermarkets]]></kwd>
</kwd-group>
</article-meta>
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