This paper empirically assesses the effect of queue management on MTN service users, using Sultan Abubakar road MTN service center Sokoto as a case study. The study employed survey research design. Purposive sampling technique was used by the present study, because, the study is interested in customers that come to the MTN service center to receive service such as sim card registration, welcome back, upgrading and so on. Moreover, the study adopted primary data through questionnaire where 384 copies were administered but 356 were validly returned by the respondents. The questionnaire were designed in open and closed ended patterns and administered directly to the customers of MTN service centre. Both descriptive and inferential statistics were employed to analyze the data. Descriptive statistics was used to describe the demographic features for the respondents. On the other hand, the multiple regression model was used in testing hypothesis. The study rejected all hypotheses and concluded that queue management components were all significant determinants of customer satisfaction. The study therefore concluded that improving the queue management practices will inherently increase customers’ satisfaction towards MTN service quality.
Time spent by patients to get service at the hospital is becoming a major source of concern to health care providers. The results of keeping patients waiting for too long in a queue in order to assess medical services may put them in so many inconveniences or at times can lead to congestion. Also, providing too much service capacity to operate a system incurs excessive cost. But not providing enough service capacity results in excessive waiting time and cost. This brings the need to strike a balance between excessive waiting time and cost. To achieve this, multi-server exponential queuing system was adopted and applied. The queuing performance characteristics were calculated with help of Microsoft Excel package. The data for this study were collected from eight hospitals across Katsina, Kaduna, Sokoto and Zamfara States in North-Western Nigeria through observations and personal interview. The results reveal that the General hospital Hunkuyi is the busiest because it has recorded the highest utilization factor as well as the highest number of patients in the queue. However, Ahmadau Bello University, Teaching hospital, Zaria is the least busy hospital and Federal medical centre, Katsina has the lowest number of patients in the queue.
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