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Performance Analysis of a Markovian Queuing System with Reneging and Retention of Reneged Customers
Abstract
In this chapter a finite capacity single server Markovian queuing system with reneging and retention of reneged customers is considered. It is envisaged that a reneging customer may be convinced to stay for his service if some customer retention mechanism is employed. Thus, there is a probability that a reneging customer may be retained. Steady-state balance equations of the model are derived using Markov chain theory. The steady-state probabilities of system size are obtained explicitly by using iterative method. The performance measures like expected system size, expected rate of reneging, and expected rate of retention are obtained. The effect of probability of retaining a reneging customer on the performance measures is studied. The economic analysis of the model is performed by developing a cost model. The optimum service rate and optimum system capacity are obtained using classical optimization and pattern search techniques. The optimization carried out helps to identify the optimum customer retention strategy from among many.
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