Analisis dan Simulasi Teori Antrian pada Indomaret Darmo Surabaya

Abstract

Abstract: Service quality is one of the key factors to get a good rating from consumers. However, an increase in the number of consumers is sometimes not matched by an increase in the number of service providers. This is what causes the queue. Queuing theory provides several alternative mathematical models that can be used to determine some of the properties of a queuing system and optimize decision making. For this reason, queuing theory simulation is one of the important things to do so that the service system in one place can be optimal. In this research, analysis and simulation of queuing theory will be carried out at Indomaret Darmo Surabaya. The data used are primary data taken directly by researchers. In this study, the results of queuing theory analysis will be displayed in several forms of data visualization and determine the confidence intervals of service duration, service waiting time, and idle time. The results show that the service duration at Indomaret Darmo Surabaya can be trusted to be between 4.48 to 5.128 minutes. While the average waiting time can be trusted to be between 3,974 to 5,505 minutes. In addition, the results of the analysis show that the average, median, mode, and standard deviation of idle time are 0 (less than 1 minute). This shows that there is almost no free time for services at Indomaret Darmo Surabaya. Keywords: idle time, queuing theory, service duration, waiting time