What does this research mean for the field?

The single-server, first-come, first-served queuing system at Dumaguete City Port ticketing outlets leads to severe congestion and near-saturation of service capacity during peak hours, resulting in only neutral overall passenger satisfaction. Novelty: ClaimNovelty.INCREMENTAL. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

The aim is to evaluate the queuing management system's impact on passenger satisfaction at Dumaguete Port ticketing outlets.

May 20, 2026Open Access

Passenger Satisfaction: Assessment on the Current Queueing Management System in the Port of Dumaguete Ticketing Outlets

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Authors

JPJewel Charmaigne PiniliFoundation University FFFritz Willie ForioFoundation University ALAngel Heinz LibbyFoundation University

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Implication

Randomized trial assesses queuing system's effectiveness in enhancing passenger satisfaction during peak travel times.

Key Points

The aim is to evaluate the queuing management system's impact on passenger satisfaction at Dumaguete Port ticketing outlets.
Quantitative-descriptive design analyzing data from 100 selected passengers through observations and surveys.
Application of queuing theory including M/M/1 models and Little’s Law to assess performance indicators.
Utilization of structured questionnaires showing high internal consistency (Cronbach’s α = 0.92).
High demand during midday and late weekdays; arrival rates up to 0.383 passengers per minute.
Average waiting times reaching 9.67 minutes and server utilization levels of ρ = 0.92, indicating severe congestion.
Overall passenger satisfaction rated neutral (x̄ = 3.36/5), with recommendations for improved service counters and digital solutions.

Cite This Study

Pinili et al. (2026) studied this question.

synapsesocial.com/papers/6a0d50cdf03e14405aa9cd3e https://doi.org/10.5281/zenodo.20268663

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Passenger Satisfaction: Assessment on the Current Queueing Management System in the Port of Dumaguete Ticketing Outlets

Discussion

Member takes

Implication

Key Points

Cite This Study

Passenger Satisfaction: Assessment on the Current Queueing Management System in the Port of Dumaguete Ticketing Outlets

Discussion

Member takes

Implication

Key Points

Cite This Study

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