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All Journal Infotronik : Jurnal Teknologi Informasi dan Elektronika
Bambang Hermawan
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Computer Science & IT Control & Systems Engineering Electrical & Electronics Engineering

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APPLICATION OF A MULTI-SERVER QUEUEING MODEL TO McDonald's Drive-Thru and Regular Services CICERI, SERANG CITY, BANTEN Siti Rohmah; Silvia Nengsih; Alma Aulia Annur; Dwi Apriyani; Bambang Hermawan
Infotronik : Jurnal Teknologi Informasi dan Elektronika Vol 10 No 1 (2026): Vol 10 No 1 Tahun 2026
Publisher : Universitas Sangga Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32897/infotronik.2026.10.1.5195

Abstract

This study aims to analyze and compare the performance of multiserver queueing systems in drive-thru and regular service at McDonald’s Ciceri, Serang City. The research is motivated by the increasing demand for fast and efficient service in the fast-food industry, particularly during peak hours, which often leads to customer queues and waiting time issues. A quantitative approach was applied using an M/M/s multi-server queueing model. Data were collected during peak hours from 12:00 PM to 1:00 PM by observing customer arrival rates, service rates, and the number of active servers in both service systems. The performance metrics analyzed include server utilization, average queue length, average waiting time, total time in the system, and the probability of customers having to wait. The results show that the drive-thru service has a lower server utilization of 67%, a very short average waiting time of 0.47 minutes, and a lower waiting probability of 26%, indicating faster service performance. Meanwhile, the regular service system operates with a higher server utilization of 80%, an average waiting time of 2.07 minutes, and a waiting probability of 52%, but is able to handle a higher volume of customer arrivals. These findings indicate that the drive-thru service is faster from the customer’s perspective, while the regular service is more efficient in handling a larger service capacity. This study provides practical insights for restaurant management in optimizing service strategies based on customer needs and operational efficiency.  
Co-Authors Alma Aulia Annur Dwi Apriyani, Dwi Silvia Nengsih Siti Rohmah