The Modernization of Waiting Lines

Mendoza Ocaña C.E.; Yalle Rafael O. · CISCI - Conferencia Iberoamericana en Sistemas, Cibernetica e Informatica (2025) · DOI: 10.54808/cisci2025.01.187

Resumen

This study investigates the reasons why, despite technological advances, current queue management solutions fail to eliminate congestion in businesses and public institutions. A propositional research approach was used, based on interviews and direct observation of 1,250 individuals who queued at fast- food restaurants, supermarkets, couriers, hospitals, notaries, banks, and government offices. Despite improvements in comfort and entertainment, 98% of respondents feel they waste time while waiting. Additionally, 93% would like to choose where to wait, and 95% believe that this option would improve their experience. Furthermore, 94% own a mobile phone and 92% access the internet while waiting, with 78% actively consuming digital content during that time. Allowing customers to reserve a queue remotely and move freely while they wait represents a sustainable, modern, and universally applicable solution. Mobile technology today offers a concrete opportunity to radically transform the waiting experience, optimizing both customer satisfaction and operational efficiency.

Instituciones: Universidad Privada del Norte