The paper is devoted to optimization of the accumulation functional of controlled queueing systems with regard to customer satisfaction: the case of car wash services. Any system is created in order to achieve a specific effect and its effectiveness is judged using a chosen indicator. However, when dealing with the service sector it is important to consider not only the main economic indicators, but also the satisfaction of customers, which are equated to queries received by the system. The goal of conducting investigations using queuing service systems is the development of recommendations which will ensure that the system will function at high efficiency. In this study, the management of a queuing system taking into account customer satisfaction is considered within the framework of controllable semi-Markov processes in the case of car wash services. In order to calculate the accumulation functional, which indicates customer satisfaction, satisfaction coefficients were introduced, which were obtained as a result of a qualitative assessment using a sample of patrons of a car wash.
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