Passenger Satisfaction: Assessment on the Current Queueing Management System in the Port of Dumaguete Ticketing Outlets
DOI:
https://doi.org/10.5281/zenodo.20268664Keywords:
queueing management system, passenger satisfaction, peak demand, service rate, queue configuration, dumaguete portAbstract
This study assessed the queuing system and passenger satisfaction at Dumaguete City Port ticketing outlets to improve efficiency and service quality amid congestion and peak-period delays from tourism and inter-island travel. Using a quantitative-descriptive design, data were collected from 100 purposively selected walk-in passengers, mostly young local residents and tourists traveling in groups, through time-motion observations and validated questionnaires (Cronbach's α=0.92). Queueing theory (M/M/1 models, Little's Law) and descriptive statistics analyzed arrival rates (λ), service rates (μ), waiting times (Wq), queue lengths (Lq), and utilization (ρ). Findings showed demand peaking at noon and late weekdays; high-traffic outlets like OceanJet and Montenegro had λ up to 0.383/min, waits up to 9.67 minutes, extended queues, and ρ=0.92, signaling severe congestion, while FastCat and HS Star Marine performed stably with shorter waits. All used single-server FCFS systems for fairness but limited peak capacity. Behavior was orderly with minimal line-cutting, yet satisfaction was neutral (x̄=3.36/5), lowest for queue layout and peak performance. The system works off-peak but strains under surges; recommendations include more counters, dynamic staffing, better layouts with barriers and signage, and digital kiosks and apps to boost efficiency and satisfaction.
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The data supporting the findings of this study are available from the corresponding author upon reasonable request, subject to applicable data privacy and ethical considerations.
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