Penerapan Model Simulasi Antrian Single-Phase Multi-Channel untuk Optimasi Layanan Coffeeshop Presensia di Kota Medan

Efani Desi (Universitas Potensi Utama)
Siti Aliyah (Universitas Potensi Utama)
Fitri Pranita Nasution (Universitas Potensi Utama)
Enni Maisaroh (Universitas Potensi Utama)
Indah Lestari (Universitas Potensi Utama)

Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi)
Vol 10 No 3 (2026): JULY 2026

This study applies an M/M/s single-phase multi-channel queue simulation model (Poisson arrivals λ avg. 19 cust/hr, exponential service μ=6 cust/hr/barista, FIFO) via POM-QM for Windows to optimize Coffeeshop Presensia services in Medan (observation Nov 1-30, 2024, 3-9 PM). Baseline (s=4: 2 baristas + 2 cashiers) shows Lq=3, Wq=0.15 hr (9 min), Po=0.02 on busy days. Optimal scenario (3 baristas + 2 cashiers) reduces Wq to ~2 min (95% CI: 1.8-2.2 min), ρ =0.67. Recommendation: add 1 barista during peaks. This adjustment resulted in a significant reduction in the average customer waiting time, from 9 minutes to around 2 minutes, ensuring that the service provided meets the standard time expected by customers. This study provides valuable insights into improving service efficiency through more strategic resource allocation at Coffeeshop Presensia.