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<p>This study investigates an inventory system integrated with a single server Markovian retrial queue with finite waiting hall and balking customers. The server is subject to a novel service interruption mechanism under two maintenance activities, namely scheduled maintenance and emergency maintenance. Poor service quality leads to customer dissatisfaction, impacting sales and operational efficiency. At the end of service, if the customer is dissatisfied and leaves the system without purchasing an item, the next <i>M</i> customers to be served are monitored. If another dissatisfaction is reported by any of the next <i>M</i> customers, the service will be interrupted and emergency maintenance will be triggered immediately. Otherwise, if all <i>M</i> customers are satisfied, the system administrator may consider the initial dissatisfaction as an accidental phenomenon, and active maintenance will not be initiated. For the replenishment of products, we employ a hybrid replenishment policy in a double source. The system is modeled as a level-dependent quasi-birth-and-death (LDQBD) process, and its steady-state probability vector is derived using Neuts and Rao’s truncation method. The influence of various system performance measures is studied under the sensitivity analysis. An optimal expected total cost exists under the inventory capacity. To study the efficiency of applying a hybrid replenishment policy, we compared the expected total cost of the model without the hybrid replenishment policy. Moreover, waiting times for both types of customers and the fraction of time the server is in an emergency maintenance state have been studied. Results demonstrate how the proposed model enhances service reliability and operational performance in the business and industries.</p>

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An Investigation on Retrial Queueing-Inventory System with Server Maintenance Based on Customer Satisfaction

  • 期刊论文

  • 发表日期：

    2025年9月1日

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  • K. Jeganathan,
  • V. Anzen Koffer,
  • S. Pavai Madheswari,
  • T. Venkatesan

摘要

This study investigates an inventory system integrated with a single server Markovian retrial queue with finite waiting hall and balking customers. The server is subject to a novel service interruption mechanism under two maintenance activities, namely scheduled maintenance and emergency maintenance. Poor service quality leads to customer dissatisfaction, impacting sales and operational efficiency. At the end of service, if the customer is dissatisfied and leaves the system without purchasing an item, the next M customers to be served are monitored. If another dissatisfaction is reported by any of the next M customers, the service will be interrupted and emergency maintenance will be triggered immediately. Otherwise, if all M customers are satisfied, the system administrator may consider the initial dissatisfaction as an accidental phenomenon, and active maintenance will not be initiated. For the replenishment of products, we employ a hybrid replenishment policy in a double source. The system is modeled as a level-dependent quasi-birth-and-death (LDQBD) process, and its steady-state probability vector is derived using Neuts and Rao’s truncation method. The influence of various system performance measures is studied under the sensitivity analysis. An optimal expected total cost exists under the inventory capacity. To study the efficiency of applying a hybrid replenishment policy, we compared the expected total cost of the model without the hybrid replenishment policy. Moreover, waiting times for both types of customers and the fraction of time the server is in an emergency maintenance state have been studied. Results demonstrate how the proposed model enhances service reliability and operational performance in the business and industries.