Analysis of the Queuing System in XYZ Food Industry in Batam City (Case Study of Queuing Time Observation)

Authors

  • Dimas Akmarul Putera Institut Teknologi Batam
  • Aulia Agung Dermawan Institut Teknologi Batam
  • Ansarullah Lawi Institut Teknologi Batam
  • Puji Tri Saputra Institut Teknologi Batam
  • Amirah Nova Khairiyah Pane Institut Teknologi Batam
  • Siti Nur Maulidina Institut Teknologi Batam

DOI:

https://doi.org/10.32734/jsti.v26i2.16688

Keywords:

Batam, Fast-food Restaurant, Queuing Analysis, Queuing Theory

Abstract

This study analyzes the queuing system at XYZ fast food restaurant in Batam City to improve service efficiency and customer satisfaction. Observations were conducted over eight hours on Saturday, April 6th, 2024, from 2:00 PM to 10:00 PM. Data collected included arrival patterns, service time, and customer wait time. Using the queuing model [M/G/2/FIFO/4/∞], it was found that two servers are optimal. The average customer wait time in the system is 4.938 minutes, which is lower than the customer's aspirational wait time of 10 minutes. The system's utility reached  84.33%, indicating sufficient efficiency. Practical recommendations for XYZ fast food restaurant management are to maintain two servers to reduce wait time and increase customer satisfaction.

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Published

2024-07-29

How to Cite

Putera, D. A., Dermawan, A. A., Lawi, A., Saputra, P. T., Pane, A. N. K., & Maulidina, S. N. (2024). Analysis of the Queuing System in XYZ Food Industry in Batam City (Case Study of Queuing Time Observation). Jurnal Sistem Teknik Industri, 26(2), 242-257. https://doi.org/10.32734/jsti.v26i2.16688

Issue

Vol. 26 No. 2 (2024): JSTI Volume 26 Number 2 July 2024

Section

Articles

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