Location of Facilities with Coverage, Queue Theory and Customer Preferences

This study proposes a facility location model with coverage that integrates queueing theory and customer preferences to maximize customer satisfaction. The model considers service capacity, waiting times, and facility attractiveness, with satisfaction estimated from queueing measures and qualitative attributes. A Simulated Annealing heuristic was applied in a case study, showing that incorporating satisfaction and waiting times leads to more realistic and effective location decisions while preserving computational efficiency in large-scale scenarios.