Application of Queuing Theory and Management of Waiting Time Using Multiple Server Model: Empirical Evidence From Ahmadu Bello University Teaching Hospital, Zaria, Kaduna State, Nigeria

Dr. AbdulazizMaruf Adeniran, 1 Muhammad Sani Burodo2 & Dr. Shamsuddeen Suleiman3
1Department of Business Administration, Faculty of Management and Social Sciences, Federal University Gusau, Zamfara State, Nigeria.
2Department of Business Administration and Management, Federal Polytechnic, Kaura Namoda, Zamfara State, Nigeria
3Department of Mathematical Sciences, Faculty of Physical Sciences, Federal University, Dutsin-Ma, Katsina State, Nigeria
DOI – http://doi.org/10.37502/IJSMR.2022.5412

Abstract

In many hospitals, time spent by the patients to get service in the healthcare facility is always the main problem faced by the healthcare providers. This trend is on the increase and it is a potential threat to healthcare services. In Nigeria, general hospitals with the large number of patients have cases where patients may not be attended to on time. The consequences of keeping patients in a queue for too long in order to get medical care can cause a slew of problems or even lead to death. In this study, the multiple server queuing models were used to analyze the service efficiency of the Ahamadu Bello University Teaching Hospital Zaria, Kaduna State. Primary data was collected through observation and questionnaire methods at the hospital over a two-week period to determine the queuing model that minimizes patients waiting time. The results showed that a significant percentage of the patients were not satisfied with how queues management strategies were put in place by the hospital. Regression analysis shows that all the dimensions of service quality have a significant positive relationship with patient satisfaction.

Keywords: Queuing theory, Queuing management, Service Quality, Patients satisfaction, m/m/i model, m/m/s model, arrival time, service time, and utilization factor.

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