<![CDATA[Administrative services are the crucial stage of hospital services that can shape patients' first impressions of overall service quality, yet they are often hampered by high queue loads in the mornings and fluctuations in counter capacity, leading to waiting times that exceed established standards.. This study aims to assess the optimal performance of the administrative service system at Universitas Brawijaya Hospital. Patient arrival and service time data were collected through observation over six days during peak hours. The analysis was conducted using POM-QM software with a (M/M/C):(FCFS/∞/∞) queue model. The evaluation focuses on queue performance indicators and queue costs as the basis for determining the optimal number of service counters. The results show that operating three service counters represents the optimal baseline based on queue cost efficiency. Although adding a fourth counter significantly reduces waiting time, it is not proportional to the increase in queue costs. Therefore, implementing a dynamic adjustment strategy for the number of open counters is highly recommended to anticipate patient surges and maintain a balance between service time efficiency and cost efficiency]]>
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