Bento Kopi Purwokerto experienced inefficiency in the queuing system due to the increasing number of customers, which caused long waiting times and irregular queues. This reduced customer satisfaction and threatened their loyalty. The efficiency of the queuing system is important, especially during peak hours, where the existing system with one cashier is not optimal. To overcome this problem, a discrete simulation was conducted using FlexSim with the Single Channel Single Phase approach, based on field observation data. Several improvement scenarios were tested, including the addition of cashiers, to see their impact on waiting time and server utilization. The simulation results showed that the existing system had an average waiting time of 56 seconds and a cashier utilization of 40%, and the addition of cashiers did not provide a significant increase. Thus, strategies to improve operational efficiency should be focused on other aspects, such as optimizing queue flow, staff training to speed up service time, or implementing supporting technology such as a digital ordering system.
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