QUEUING THEORY OF CUSTOMERS SERVICE EFFICIENCY

The efficiency of customer service delivery plays a pivotal role in the growth and sustainability of businesses, especially in the fast-food sector. This study examines the queuing system in an eatery in Ilorin, a fast-food restaurant located in Ilorin, Kwara State, Nigeria, using queueing theory to assess and enhance its service performance. The research aims to identify factors contributing to customer wait times and evaluate the efficiency of the current service process.Data were collected through direct observation of 40 customers during peak service hours, recording arrival times, waiting times, and service durations. Descriptive statistics and analytical tools were employed, and the M/M/1 queueing model was adopted to measure system performance indicators such as arrival rate (λ), service rate (μ), average waiting time, and system utilization.Findings revealed that the restaurant's current single-server setup is inadequate during peak periods, resulting in long queues and extended waiting times. The study showed a high system utilization rate, indicating that the service point operates close to its maximum capacity, thereby increasing customer delay and reducing service satisfaction.The study concludes that queueing inefficiencies significantly affect customer satisfaction and operational effectiveness at an eatery in Ilorin. It recommends the introduction of multiple service points or the integration of automated ordering systems to minimize delays. This research contributes to operational management practices by providing evidence-based solutions for improving service delivery in fast-food settings.