A importância da rapidez de atendimento nos caixas de supermercados: um estudo de caso utilizando um modelo analítico de filas com trocas
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Data
2007-06-29Autor
Rinaldi, José Gilberto Spasiani
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Self-service companies have been concerned about improving their performance in face of
competition, either to conquer new markets or to keep in business. It is essential for them to
present good quality products and/or services. Thus, in this study, one of the aims was to
show that the waiting time in supermarket checkout lines is very important for service
speed and, therefore, for the service level of customers. Other aims include the reasons why
the customer goes regularly to a specific supermarket and, among these reasons, the
relevance of each one in contrast with the others, and its relative importance. As a result, it
was possible to contextualize the scenario in which customers view the importance of
queues and their waiting time. Also, the level of schooling of the customers was associated
with the factors that lead them to go regularly to the place. This is an interesting
contribution because in Brazil there is a relation between income and schooling. Besides,
the queueing models that may satisfactorily represent the supermarket checkouts were
studied and the one that best represents the system was identified. It was verified that the
customers change lines when they notice another line with fewer customers, and the size of
this difference was assessed. The queueing model with jockeying was the one to best
represent the situation commonly found in supermarkets, and it can offer subsidies for
service improvement. In order to carry out this research some companies in the city of São
Carlos/SP were contacted, and one among the ones that allowed the data collection was
selected. Therefore, this is a case study, thus presenting inferential limitations.