STATISTICAL ANALYSIS OF QUEUE MANAGEMENT AT HARIZ PETROL STATION (A CASE STUDY OF TRANS-EKULU)

ABSTRACT This study investigates the queuing dynamics at Hariz Petrol Station in Enugu,Nigeria, focusing on reducing customer waiting times and improving service efficiency. Queuing challenges, particularly during peak periods, often result in customer dissatisfaction and operational inefficiencies. The research utilizes queuing theory to analyze vehicle arrival and service rates, with the aim of identifying strategies to optimize service delivery. Observational data were collected over various time intervals (8 AM-10 AM, 12 PMI-2 PM, and 5 PM -7PM) across multiple days. Key performance metrics, including arrival rates (λ),service rates (μ), and traffic intensity (p), were calculated. Results indicate that the station operates at 37.5% capacity, with an average waiting time of 1.5 minutes in the queue and a total system time of 4 minutes. The study concludes that the station is currently operating efficiently, with minimal waiting times and significant capacity to handle additional traffic. Recommendations include increasing staffing during peak hours, adopting real-time queue management systems,and monitoring traffic fluctuations to further enhance service delivery.These findings align with established queuing theory principles and contribute to the broader understanding of operational efficiency in petrol station management.Future research should explore digital queue management solutions and compare queuing dynamics across other stations in Nigeria. This study provides actionable insights for petrol station operators seeking to optimize service processes and improve customer satisfaction.