Analysis of the queue system simulation for kedai bebek djomin using arena sofware

Abstract

Customer queuing is a common phenomenon in culinary businesses, especially during peak hours. The Bebek Djomin stall in Jatireja, East Cikarang, faces queuing problems in cashier service and the availability of dining tables, which affect service quality. This study aims to identify the performance of the queueing system under current conditions and to determine improvement recommendations to minimize customers’ waiting time. The method used is a quantitative approach with modeling and simulation using Arena software. Data were obtained through direct observation during peak hours from 19:00 – 20:00 WIB involving 20 customers. The simulation results of the actual conditions show that the cashier queue waiting time is 7,81 minutes, the waiting time for empty tables reaches 17,81 minutes, the average entity wait time is 9,16 minutes, and the total time in the system is 56,99 minutes. The proposed improvements are made by adding one cashier unit and increasing the table capacity to 12. The research findings show that the cashier queue waiting time becomes 1,61 minutes, down 79,4%, the waiting time for empty tables becomes 1,3 minutes, down 92,7%, the average entity wait time becomes 1,33 minutes, down 85,5%, and the total time in the queue becomes 39,97 minutes, down 29,9%. In conclusion, adding cashier service facilities and increasing the dining table capacity can effectively optimize the queue, providing a practical solution for culinary MSMEs to improve operational efficiency and customer satisfaction during peak periods.