Analisis Sistem Antrian di Indomaret Fresh Bitung dengan Pendekatan Teori Antrian dan Simulasi

Authors

  • Nanda Dwi Putra Purba Universitas Pelita Harapan
  • Sylvia Sylvia Universitas Pelita Harapan
  • Rifqi Bilal Kumara Universitas Pelita Harapan
  • Yoga Rendika Universitas Pelita Harapan
  • Yoga Putranto Universitas Pelita Harapan
  • Nuryudha Darmawan Universitas Pelita Harapan

DOI:

https://doi.org/10.19166/fastjst.v10i1.10892

Keywords:

Queueing Theory, Inter-arrival Time, Service Time, Simulation modeling, Waiting Time

Abstract

This study analyzes the performance of the cashier queueing system at Indomaret Fresh Bitung using observational data on inter-arrival times and service times, integrated with simulation modeling. The data collected indicate that customer inter-arrival times follow an exponential distribution. The analysis demonstrates that shorter inter-arrival times substantially increase waiting times and server utilization. During peak hours, an average inter-arrival time of 1.21 minutes results in an average waiting time of 0.769 minutes and a server utilization rate of 60%, indicating that the cashier operates near maximum capacity. In contrast, during non-peak hours, a longer average inter-arrival time of 1.832 minutes reduces system workload, leading to a shorter average waiting time of 0.341 minutes and increasing the probability of server idleness to 62.5%. Combined simulation results reveal a relatively balanced operational condition with an overall utilization level of 50%. Overall, the findings confirm that shorter inter-arrival times increase the likelihood of queue formation; therefore, optimal resource allocation during peak periods is necessary to maintain service efficiency.

References

[1] D. Meliana, J. Riswati, and D. Astuti, “Analisis Perkembangan Bisnis Ritel di Indonesia,” Journal of Business Economics and Management, vol. 01, pp. 235–243, 2025.

[2] G. Darmawan, A. P. Sari, A. Hudzaifa, et al., Efisiensi Operasional dengan ProModel: Panduan Teori Antrian. Kaizen Media Publishing, Des. 2023.

[3] M. Arianto, Efektivitas Sistem Antrian Layanan Kasir (Studi Kasus pada Toko Retail ABC di Bandung) – Dalam Bentuk Buku Karya Ilmiah, 2024. [Online]. Available: repositori Telkom University. Diakses: 6 Feb 2026.

[4] “Indomaret Fresh Bitung Ulasan,” Google Search. [Online]. Available: Google Search – Indomaret Fresh Bitung Ulasan. Diakses: 6 Feb 2026.

[5] W. J. Hopp, “Single Server Queueing Models,” in Building Intuition: Insights from Basic Operations Management Models and Principles, T. J. Chhajed Dilip and Lowe, Ed., Boston, MA: Springer US, 2008, pp. 51–79. https://doi.org/10.1007/978-0-387-73699-0_4

[6] B. L. V Bataona, A. E. L. Nyoko, and N. P. Nursiani, “Analisis Sistem Antrian dalam Optimalisasi Layanan di Supermarket Hyperstore,” Journal of Management: Small and Medium Enterprises (SMEs), vol. 12, no. 2, pp. 225–237, Sep. 2020, https://doi.org/10.35508/jom.v12i2.2695

[7] I. C. B. C. Chan, M. S. Paendong, and T. Manurung, “Analisis Antrian pada ‘Supermarket Cool’ Tomohon Menggunakan Teori Antrian untuk Menentukan Pelayanan yang Optimal,” d’Cartesian, vol. 12, no. 1, pp. 26–34, Jun. 2023, https://doi.org/10.35799/dc.12.1.2023.48046

[8] L. D. Dhae, D. J. Aquilan, I. G. A. S. Deviyanti, and P. E. Yuliana, “Analisis Antrian dengan Model Single Channel Single Phase: Studi Kasus Supermarket Ngagel,” Jurnal Teknik Industri Terintegrasi (JUTIN), vol. 9, no. 1, pp. 1042–1047, Jan. 2026, https://doi.org/10.31004/jutin.v9i1.55305.

[9] Q. U. N. Liu and H. Chen, “Optimization of J supermarket cashier service system based on M/M/c model,” ACM International Conference Proceeding Series, pp. 478–484, Apr. 2022, https://doi.org/10.1145/3535782.3535846

[10] D. Mardiati, “Simulasi Monte Carlo dalam Memprediksi Tingkat Lonjakan Penumpang,” 2020, https://doi.org/10.37034/infeb.vi0.49

[11] K. Daramola, Abubakar Yahaya, and Umar Kabir Abdullahi, “Evaluating Single and Multi-Server Exponential Queuing Models: A Case Study of Access Bank PLC in Anyigba, Kogi State, Nigeria,” Malaysian Journal of Science and Advanced Technology, pp. 482–488, Nov. 2024, https://doi.org/10.56532/mjsat.v4i4.360

[12] F. S. Hillier and G. J. Lieberman, Introduction to Operations Research, Seventh edition. in McGraw-Hill Series in Industrial Engineering and Management Science. Boston: McGraw-Hill, 2001.

[13] C. Heumann, Michael, and S. Shalabh, Introduction to Statistics and Data Analysis Introduction to Statistics and Data Analysis Introduction to Statistics and Data Analysis. South Africa: Springer, 2016. https://doi.org/10.1007/978-3-319-46162-5

[14] A. M. Law, Simulation modeling and analysis. McGraw-Hill Education, 2015.

[15] “Membangkitkan Bilangan Acak Metode Linear Congruential Generator (LCG),” HMJ Statistika FMIPA UNM. Diakses: 6 Feb 2026.

[16] C. Harrell, B. K. Ghosh, and R. Bowden, Simulation Using ProModel. New York, NY, USA: McGraw-Hill/Higher Education, 2004.

Downloads

Published

2026-05-20

Issue

Vol. 10 No. 1 (2026): MAY

Section

Articles

License

Copyright (c) 2026 Sylvia Sylvia

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

“Authors who publish with this journal agree to the following terms:


1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC-BY-SA 4.0) that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.


2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.


3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website). The final published PDF should be used and bibliographic details that credit the publication in this journal should be included.”