Jurnal Sistem Teknik Industri
Vol. 26 No. 2 (2024): JSTI Volume 26 Number 2 July 2024

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

Putera, Dimas Akmarul (Unknown)
Dermawan, Aulia Agung (Unknown)
Lawi, Ansarullah (Unknown)
Saputra, Puji Tri (Unknown)
Pane, Amirah Nova Khairiyah (Unknown)
Maulidina, Siti Nur (Unknown)

Article Info

Publish Date
29 Jul 2024

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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Journal Info
Jurnal Sistem Teknik Industri
Website

Abbrev

jsti

Publisher

Universitas Sumatera Utara

Subject

Control & Systems Engineering Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering

Description

Jurnal Sistem Teknik Industri (JSTI) of Universitas Sumatera Utara, Faculty of Engineering, Department of Industrial Engineering, was published in 1998. Until now, the number of publications has reached 21 volumes, each of which is published by TALENTA Publisher twice a year . Each volume has two ...