Title: Simulation Analysis of the M/M/c Queueing Model in the Service System of Indomaret Fresh Dharmahusada Surabaya Indonesia
Authors: Doni Muhammad Fauzi, Nathania Fauziah, Adelia Sukma Dwiyanto, Galang Mahardika Candra Pratama, Toha Saifudin
Volume: 9
Issue: 6
Pages: 147-153
Publication Date: 2025/06/28
Abstract:
Indomaret has become one of the most frequently visited places by people every day to meet their household needs. When shopping at such popular places, customers often have to wait in line before making their payment. Long queues often result in customers having to wait for a considerable amount of time. Therefore, a queue simulation study was conducted to analyze the service system at Indomaret Fresh Dharmahusada Surabaya. The data used in this study were obtained through direct observation on May 26, 2025, between 15:31 and 16:39 WIB. The data collected include the time intervals between customer arrivals and the duration of transactions at the cashier. The study utilized both R software and manual calculations to analyze the observed data. Based on the results, it can be concluded that the queuing system at Indomaret Fresh Dharmahusada Surabaya follows the (M/M/2):(FCFS/?/?) model, with an average interarrival time of 0.5983 and an average service time of 0.7371. The probability of zero customers in the queue is 0.425616, the average number of customers in the system is 0.97284, the expected time in the system is 1.735218, and the server utilization rate is 40.58%. The results of this analysis are expected to provide concrete recommendations to improve the efficiency and quality of service at the local Indomaret store.