<![CDATA[The rapid growth of grab-and-go coffee services in modern retail has increased customer traffic, making queue management a critical factor in maintaining service quality. This study analyzes the performance of the queuing system at Point Coffee in Indomaret Point using a multi-server queuing model . The objective of this study is to evaluate the current operational condition and propose an optimal service capacity improvement scenario. Data were collected through hours of observation, involving a total of customers. The modeling results showed that the current single-server system produces an average waiting time of minutes and a server utilization rate of , indicating that the system operates near its maximum capacity. Simulation results using two servers showed a significant reduction in average waiting time to minutes, with a server utilization rate of for each server. Although the addition of a third server (M/M/3) resulted in the best theoretical performance, the improvement in efficiency was relatively small compared to the additional resources required. Therefore, this study concludes that adding one server during peak operational hours is the most efficient strategy for improving service quality.]]>
Copyrights © 2026
