  In a queueing system involving multiple service windows, choice behavior is a
significant concern. This paper incorporates the choice of service windows into
a queueing model with a floor represented by discrete cells. We contrived a
logit-based choice algorithm for agents considering the numbers of agents and
the distances to all service windows. Simulations were conducted with various
parameters of agent choice preference for these two elements and for different
floor configurations, including the floor length and the number of service
windows. We investigated the model from the viewpoint of transit times and
entrance block rates. The influences of the parameters on these factors were
surveyed in detail and we determined that there are optimum floor lengths that
minimize the transit times. In addition, we observed that the transit times
were determined almost entirely by the entrance block rates. The results of the
presented model are relevant to understanding queueing systems including the
choice of service windows and can be employed to optimize facility design and
floor management.
