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All Journal Algoritma: Jurnal Matematika, Ilmu Pengetahuan Alam, Kebumian dan Angkasa
Fadilla Amira Yuliana
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Earth & Planetary Sciences Mathematics

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Optimalisasi Sistem Antrean Pelayanan PKB Lima Tahunan Menggunakan Queueing Theory di UPTB-UPPD Sumbawa Besar Fadilla Amira Yuliana; Lukmanul Hakim
Algoritma : Jurnal Matematika, Ilmu pengetahuan Alam, Kebumian dan Angkasa Vol. 4 No. 4 (2026): Algoritma : Jurnal Matematika, Ilmu pengetahuan Alam, Kebumian dan Angkasa
Publisher : Asosiasi Riset Ilmu Matematika dan Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/algoritma.v4i4.1047

Abstract

 The quality of public services is strongly influenced by the effectiveness of queue management, particularly in motor vehicle tax administration services where customers must complete several sequential service stages. Long waiting times may reduce service efficiency and public satisfaction. This study aimed to analyze the queueing system of the five-year Motor Vehicle Tax (PKB) service at UPTB-UPPD Sumbawa Besar, identify the appropriate queueing model, evaluate the performance of each service phase, and propose improvement alternatives through simulation. This research employed a quantitative descriptive approach using Queueing Theory with a Multichannel–Multiphase (M/M/c) model. Primary data were collected through direct observation over five working days, including customer arrival rates, service rates, and the number of service counters. The data were analyzed using POM-QM for Windows to determine queue performance indicators, including server utilization, average queue length, average waiting time, and average time spent in the system. The results indicate that the service system is appropriately represented by the Multichannel–Multiphase (M/M/c) model. Among the five service phases, Phase 5 exhibited the highest server utilization (ρ = 0.760), an average queue length of 3.138 customers, an average waiting time of 32.758 minutes, and an average system time of 41.09 minutes, indicating that this phase is the primary bottleneck in the service process. Simulation results demonstrated that increasing service capacity at Phase 5 significantly reduced queue length and waiting time while improving overall system performance. These findings provide practical recommendations for optimizing queue management and enhancing the quality and efficiency of public services.
Co-Authors Lukmanul Hakim