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All Journal Widya Balina :Jurnal Ilmu Pendidikan dan Ekonomi Jurnal Ilmiah Ekonomi dan Manajemen Neraca Manajemen, Akuntansi, dan Ekonomi Jurnal Indonesia Mengabdi (JIM) Epaper Bisnis: International Journal Entrepreneurship and Management International Journal of Economics, Business and Innovation Research Scripta Economica: Journal of Economics, Management, and Accounting
Estik Hari Prastiwi
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Religion Aerospace Engineering Biochemistry, Genetics & Molecular Biology Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Public Health Other

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Analyzing Service Queue Performance at Fuel Stations Using Fishbone Diagram and Queuing Theory: Evidence from Surabaya–Gresik Toll Rest Area Maya Sofiana; Ulfi Pristiana; Estik Hari Prastiwi
ePaper Bisnis : International Journal of Entrepreneurship and Management Vol. 2 No. 4 (2025): ePaper Bisnis : International Journal of Entrepreneurship and Management
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/epaperbisnis.v2i4.629

Abstract

This study aims to determine and analyze service waiting times, identify the root causes of long queues, and develop a strategy to improve service performance at the 5361137-gas station (SPBU) at the Surabaya-Gresik Toll Rest Area. The research method used is a mixed-methods approach with an exploratory sequential design. This study combines quantitative analysis using Queuing Theory to measure system performance (arrival rates and service times) and descriptive qualitative analysis using a Fishbone Diagram. Data were collected through direct observation, interviews, and g-form techniques. The results indicate that the current queuing system performance is in a critical or severe condition, indicated by a server utilization rate of 0.94 to 1.02 during peak hours. The average time spent by vehicles in the system is 14.3 minutes, of which 9.6 minutes (67%) is spent waiting in the queue. Fishbone diagram analysis revealed that the root cause of the main problem lies in the complex interaction of factors: Machine factors (EDC signal failure and pump repair downtime), Human and Method factors (implementation of static shifts and reactive maintenance), and Environmental factors (narrow layouts that hinder large vehicle maneuvers). As a solution, this study formulated a hybrid improvement strategy that includes short-term business process engineering (the use of Floating Staff and lane segregation) and long-term investment in additional pumps to change the queuing model from Single Channel to Dual Channel. This strategy is expected to reduce the utility level to a safe zone below 0.80 with a target waiting time of 3–5 minutes.
Co-Authors Abdul Halik Aghnia Layalia Agustina Ainiya, Khurrotun Ainiya Betsy Tiurma Pasaribu Gilbert Billy Rivaldo Matahurila M. Sihab Ridwan Muhammad Dandy Arif Fath Syabana Nanis Susanti Putu Pande Edy Swardinata Rudi Santoso Safina, Safina Sofiana, Maya Trida Trisno Zuono Ulfi Pristiana Yahya Abdul Manaf