استخدام نماذج صفوف الانتظار لتقييم جودة الخدمة المقدمة للمسافرين بميناء الخرطوم البري

الملخص EN

The study aimed to reduce waiting time in queues for passengers who are in their way to leave Khartoum and to their respective states, as that improve the quality of services provided in Khartoum terminal to the passengers which to be considered as an essential requirement for management to show the actual image of the company.

It was tested whether the arrival time of travelers equate with their departure time (efficiency of service), and whether the system function with high efficiency or not? The descriptive approach based on the description of the study variables from the times of the arrival of passengers to the box office until the receipt of the ticket and leaving the terminal, in addition to the analytical approach were both applied in the study.

The study found that the average waiting time and service time were adequate and the highest waiting and departure time was for passengers traveling to Gedaref state.

The study is recommended that the service staff in terminal concept familiar with queuing theory, continuous training for them in order to deal with the request service, and increase service outlets to more than one window until the customer service with ease especially for Gedaref state.