Balking is a customer behavior in which a customer upon arrival refuses to join the system if large number of customers are already present in the system. But in many businesses such as restaurants, healthcare, investment etc., it can be seen that the reverse of this phenomenon prevails. A large customer base acts as a motivating factor for newly arriving customers in such businesses with notion of getting better quality of service, affordability or both. This phenomenon is termed as Reverse Balking and it results in higher probability of a customer joining the system with respect to increasing customer base. This increasing probability of joining puts service facility under pressure. That in turn results in dissatisfactory and incomplete service at times. A dissatisfied customer may join the queue again for satisfactory service and is termed as a feedback customer in queuing literature. In order to frame an effective operational policy for such a system, it is essential to measure the performance of the system in advance. In this paper we combine above mentioned contemporary challenges of reverse balking and feedback to formulate a new multi-server infinite capacity feedback Markovian queuing system with reverse balking. The system is studied in steady-state. The necessary probability measures and measures of performance are derived. The sensitivity analysis of the model is presented. Later the cost model is developed and cost-profit analysis of the model is also presented. Algorithms are written in MATLAB and MS Excel for sensitivity analysis.

reverse balking, multi-server, queuing theory, feedback queue, infinite capacity

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