Optimizing the Performance of the Cashier Queue System at Mufidah Stationery Using Arena Simulation and the M/M/S Model

Yusrin Rusli Paudi (Universitas Negeri Gorontalo)
Eduart Wolok (Universitas Negeri Gorontalo)
Idham Halid Lahay (Universitas Negeri Gorontalo)

Indonesian Journal of Industrial Engineering & Management
2026: June 2026

This study aims to analyze the performance of the queuing system at Mufidah Stationery Store using the Multiple Channel Query System (M/M/S) model with the help of Arena simulation software and dynamic data. The problem found is the long customer waiting time with an average service waiting time of 3.929 minutes/consumer due to the limited number of cashiers and fluctuations in customer arrivals. Data were collected through direct observation and interviews with store management. The simulation results show that increasing the number of employees and rearranging the service flow can reduce waiting time and increase the number of customers served from 11 to 14 people, as well as reducing the average waiting time from 0.3616 to 0.1464, and reducing the server busyness level from 36% to 22%. This method can be a reference for retail management in improving service quality.