Abstract

TORRES LOPEZ, Casio Aurelio et al. Efficient Customer Flow Management: A Queueing Theory Approach in Huancayo Supermarkets. e-Rev. Multidiscip. Saber [online]. 2025, vol.3, e-RMS05072025.  Epub Sep 23, 2025. ISSN 2960-2467.  https://doi.org/10.61286/e-rms.v3i.192.

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’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.

Keywords : Queuing theory; Customer management; optimization; supermarkets.

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