Thesis (M.Sc.) - Cairo University - Faculty of Graduate Studies for Statistical Research - Department of Statistical Quality Control and Quality Assurance

Cairo is the largest city in the African Continent and the Middle East region with a population of over 20 million, representing more than 20% of the total population of Egypt. Cairo has terrible traffic jams and several traffic congestion problems which mean long waiting times for any transportation activities. Therefore, Cairo metro attracts plenty of passengers providing rapid and affordable transportation. At present, the metro stations in density populated areas such as Ain-shams, El-marge, Hadayeq El-maady and Dar El-Salam, where the metro is the main public transport in these areas face a major difficulty with the very large passengers' arrival rate at ticket windows in the morning intending to reach their work. The consequences are long waiting lines building up.The waiting lines form because passengers arrive at the ticket windows faster than they can be served. While the station servers are trying to serve at their fastest pace, the remarkably large queues indicate that there is a big problem that the station faces in its services, which must be dealt with rapidly. The main object of the study was analysing the queuing situation at ticket windows in the metro stations and writing a program to calculate the system performance measures, and use this program to propose appropriate solution to the metro management for service quality improvement. This research contains the analysis of queuing system at ticket windows for one of the metro stations as example. The data used was collected from extensive observations of the Ain Shams station. The appropriate queuing model was chosen and software program was written for this model

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