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This study aims an initial attempt in improving the service state of the North Luzon
Expressway because NLEX is the key to northern Luzon making it one of the important
passageways in Luzon; one must cross NLEX in order to go in northern Luzon in an
efficient way. It connects Metro Manila to many provinces in the north part of the
Philippines. Being congested is a big problem for motorists who have business outside
Manila. This study first test the data needed and the present the result. In the second
stage is the improvement of the result for better service of the NLEX. Finally, the
researchers were able to solve for the Steady-state operation characteristic.
The final result of the study suits the serviceability of NLEX but was unable to
propose a queuing model because the said toll plaza is already serviceable. The
researchers recommend improvement of facilities and better project planning.


The researchers were trying to propose a queuing model for North Luzon Expressway.
They set a benchmark which is to be a maximum of 10 cars in length (64.5 meters)to
get the data needed: arrival time which is the time the customer enters and exits the
benchmark while the service time is the time the customers enters and exits the
tollbooth. Just like Erlang, the researchers tried to solve problems encountered by the
motorist which is the queue. They also observed other factors why queue pile up even
though it is not in peak time, such as the behavior of the toll operator, the denomination
of the payment of the motorist, and also their behavior. But unlike other queuing models,
the data gathered by the researchers didnt follow Poisson and Exponential Distribution
because NLEX is operational 24/7 and the data is dependent on the time. However,
they were able to compute for the steady-state operational characteristic of NLEX.
In the study entitled An Analysis of Queuing Situation in a Post Office using Queuing
Situation and Simulation, made by Lim, (1989) they suggested to increase the
number of servers the same with the recommendation of our study which is to open up
more lanes especially during peak hours to reduce the long queue.
Another study made by Arellano, April,, for greater improvements of the system of
Polytechnic University of the Philippines cashier office. Their objective is to find out the
queuing model of Polytechnic University of the Philippines main campus cashiers office
and as they do their research they identified that the M/M/c model that can be applied in
the system in the case of our research we found out that the existing queuing system of
North Luzon Expressways is serviceable because when the utilization factor connoted

by is less than 1 the system is eventually reach the steady state condition. According
Jin Y. Wang (Queuing Theory, 2009).
In the study Diaz, Crispin Emmanuel and Madrigal, Jim Joel (2005), Allocation of
Electronic Toll Collection Lanes at Toll Plazas considering Social Optimization of Service
Times and Delay according to their analysis the toll plaza problem involves multiple
user types and multiple server types. The service rate depends on combination of
server type and user type. Their study was able to demonstrate that service type
allocations do affect the level of delay in toll plazas. In the study we do we also find out
that the service type affect the delay that results to a long queue example of that is the
changing of shifts of the toll operator.
The researchers able to found out that the factors affecting the service time of the
customers are behavior of the toll operators, the mode of payment of the motorists and
the of course the behavior of the motorists just like the study that was made by Gugola,
Louie Mari, (2013), Evaluation of Philippines Electronic Toll Collection System for
North Luzon Expressway, according to the study that they have conducted the service
times of manually operated toll booths solely rely on the following factors: work ethics of
the toll operator, amount of bills paid, and behavior of the motorists.