시뮬레이션 기법을 이용한 셀프 서비스 시스템 연구

In recent years, the service delivery system employing a self-service way is rapidly increasing. Particularly, transferring the entire service delivery system to a self service system, several service providers are exploiting various positive effects. In contrast, a few providers defer the decision of utter transfer to a self service system until the credible forecast to the effects which the new system will bring about is gained. Based on the current situation, this research attempts to predict the utilization and benefits which the self service system causes in a self-gas station. First, under the assumption that learning effect and customer-helper exist, this research figures out how much time would be spent on self service-providing. Also, due to the theory of price elasticity and qualitative effects, the change in a customer arrival rate is estimated. Subsequently, utilizing a simulation method, the change in three performance measurements such as average number of customer, average waiting time, and utilization are observed according to the alterations in price difference and helper-operating time. In this research, the optimal operation strategy for price differentiation and helper-operating time is proposed in accordance with the level of modification term and learning rate. Although this research confines the scope of the study to the self gas station model, the result from this research can be applied to any type of self-service system.