A queuing theory-based approach to evaluate service delivery quality

Purpose Service delivery delay and how customers perceive their waits influence their service evaluation regarding quality and satisfaction. This paper aims to apply a queuing theory-based approach to estimate the quality of service delivery and explores delay reduction in service delivery. Design/methodology/approach This paper integrates the expectancy-disconfirmation paradigm and queuing theory to characterize service delivery quality in the time dimension. Discrete event simulation experiments are conducted to validate the accuracy of the models. Findings This paper presents evidence-based guidelines for evaluating service delivery quality regarding wait time. The novel queuing theory-based model can be used to assess service delivery time at a chosen service level. Research limitations/implications The analytical models provide insights into developing strategies to reduce service delivery delays. The service delivery metrics are restricted in time. The research can be extended to evaluate service delivery time in multi-stage services. Practical implications The explicit queuing models formula can be implemented in parameterized experiments to perform what-if analysis, aiding managers in selecting appropriate service levels. Originality/value This paper proposes a composite measure to evaluate the service quality within the wait experience. The queuing models present a practical yet rigorous approach to estimating service delivery time.