Abstract
Recently customer-operating terminal devices are frequently noticed everywhere. This fact illustrates an intention to save persons in charge of service systems supported by the progress in LSI technology.
When we design the service system which contains the customer-operating terminal devices, it is a key factor not to make the customers wait for receiving service of the system. The first step that solves this problem concerning to the terminal devices would be to evaluate quantitatively the method of terminal use, the operating time of the devices and etc.
In case of customer's terminal operation it may be inffered that the operation errors occur comparatively more than those of a well-trained person in charge. The occurrence of errors may depend upon input items and interactive methods of terminal operation. Therefore we generalize the interactive operating method which was adopted on a feasibility study of the telephone called seat reservation of J. N. R., then propose and analyze its model.
This model results in a simple Markov process which denotes that a customer inputs and confirms item after item. In this case, the analysis of the operation process becomes easy as the process can be simply formulated. By the formulated equation we estimate the operation errors when a customer closes in the midst of the terminal operation and indicate the calculation of the expected operation time.
