Enhancing Library User Experience through Queuing Theory: A Performance Analysis of OPAC Systems

Libraries have evolved from traditional repositories of books into complex service-oriented systems that cater to diverse user needs. With the growth of digital catalogues and electronic services, ensuring efficiency in user interactions has become increasingly important. Queuing theory, a mathematical approach to analyzing waiting lines and service congestion, provides a valuable framework for understanding and optimizing library processes. This paper examines the application of queuing theory in library management systems, with a special focus on Online Public Access Catalogue (OPAC) searching. By exploring theoretical models such as M/M/1 queues, Little’s Law, and system utilization measures, the research highlights how performance indices like average waiting time, queue length, and service rate can be leveraged to improve the user experience. Through case-based illustrations, this study demonstrates how queuing models can guide decision-making in resource allocation, technological upgrades, and service delivery. The findings suggest that a systematic application of queuing principles can reduce congestion, improve user satisfaction, and ensure sustainable service delivery in modern libraries.

Queuing theory, Library management systems, OPAC searching, Service optimization, Performance analysis

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