Simulation of Queuing System for Customer Service Improvement: A Case Study

Abstract

This paper describes the queuing system for buying tickets in a cinema. Queues can be interpreted as a long line of customers who need service from one or more service facilities. Queues occur because of an imbalance between those served and their services. Some cinema consumers are annoyed because of the long queue to buy tickets and sometimes cancel them. One cinema that does not escape the length of the queue waiting time is the XYZ cinema. The purpose of this study is to optimize the queue system in buying tickets in the cinema to avoid long queues. The queuing system is optimized with a simulation approach using discrete event simulation. Simulation results show the best value obtained in the proposed scenario simulation model is to add a queue path to the queuing system. The results obtained are by increasing the queue path from 1 to 2 so that the length of the queue decreases from 91.2068 people per hour to 54.1520 and 50.8887 people per hour. Service time at counter 1 is 4.2201 minutes with an average number of 58.5861 people per hour. Service time at counter 2 is 3.9701 minutes with an average number of 51.1310 people per hour.

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