Queueing models analysis on system efficiency, utilization and queue length with simulation approach

Business competition in the service sector in Indonesia makes the queuing model very important. This paper aims to find the optimal queuing model at the XYZ counter area service. The average customer arrival time in the ongoing XYZ model simulation with only one entry is 34.1 seconds. With three queue lines and three cashiers each accommodated with ten samples, the duration of service for each cashier independently is 61.4 seconds, 53.2 seconds, and 68.4 seconds. The number of customers served is 4 out of 16. This fact shows that this queue is not adequate for optimal service. The researchers made two simulation models for counter row reduction in this study. First, the researcher made two entries, four queue lines, and four counters. The number of customers served is 24 out of 67, which makes the first model has an effectiveness of 35.82%, which is more advanced than the effectiveness of the current model. Second, the researcher makes one entry, one queue line1, and one counter1. The number of customers served was 5 out of 16, making the alternative model 31.25% effective, which is also ahead of the current model.