Title: Analysis and Simulation of an M/M/c Queuing Model with Dynamic Servers in The IM3 Kayoon Retail Outlet Service System
Authors: Toha Saifudin, Azka Dynina, Muhammad Dzaki Aqillah Rudy Katim, Ratna Anugrahaningtyas, Bashiri Surya Muslimin
Volume: 10
Issue: 7
Pages: 15-28
Publication Date: 2026/07/28
Abstract:
The IM3 Kayoon outlet is a telecommunications service facility frequently visited by the public to meet various communication needs, such as SIM card activation, purchasing data plans, and resolving customer issues. These service facilities experience high visitor traffic, and customers often have to wait in line before receiving service. Long lines cause customers to wait longer, especially during certain service hours when the number of active servers decreases due to staff break schedules. Therefore, a queueing simulation was conducted to analyze the service system at the IM3 Kayoon Outlet in Surabaya using the M/M/c model with a dynamic servers approach. The data used were collected through direct observation on May 21, 2026, from 11:00 AM to 2:00 PM WIB, with a total of 73 customer records divided into three observation periods. The data collected included customer arrival times, service start times, and service completion times for each customer service representative. The analysis in this study was performed using RStudio software as well as manual calculations. Based on the research results, it was concluded that the queueing system at the IM3 Kayoon outlet in Surabaya follows the (M/M/5):(FCFS/?/?) model during periods P1 and P3, and the (M/M/3):(FCFS/?/?) model during period P2, with utilization rates of 54.94%, 84.31%, and 42.75%, respectively; average waiting times of 0.4753 minutes, 11.7377 minutes, and 0.1137 minutes; and the probability of no customers in the system of 0.0616, 0.0418, and 0.1167 for each period. The results of this analysis are expected to provide concrete recommendations regarding the configuration of the number of active servers during each operational period to improve efficiency and service quality at the IM3 Kayoon Outlet in Surabaya. This study also contributes to the achievement of the Sustainable Development Goals (SDGs), particularly SDG 9 Industry, Innovation, and Infrastructure which promotes the development of high-quality and sustainable service infrastructure through an innovative approach based on queue simulation.