PENERAPAN MODEL ANTRIAN SINGLE CHANNEL SINGLE PHASE PADA SPBU DALAM UPAYA OPTIMALISASI PELAYANAN

Abstract

In 2023, the number of motorized vehicles in Indonesia surpassed 120 million units, resulting in long queues at Public Fuel Filling Stations (SPBU), especially during peak hours and holiday seasons, with an average waiting time reaching up to 20 minutes. This situation not only reduces time efficiency but also negatively affects customer satisfaction and disrupts public mobility as well as industrial operations. This study utilizes input data including vehicle arrival times, service durations, number of active pumps, and arrival patterns during peak and off-peak hours. The output of the analysis consists of strategic recommendations for queue management to enhance service efficiency and customer convenience at SPBU. Prolonged queuing poses a significant inconvenience for customers, particularly in urban areas with high traffic volume, and results in wasted time and operational inefficiencies in both the transportation and industrial sectors. The lack of optimal queue management systems in many SPBU locations widens the gap between customer expectations and actual service conditions. Therefore, this research is essential to generate practical solutions aimed at reducing customer waiting times and improving service system effectiveness, especially during high-demand periods. This study employs a quantitative approach using simulation based on a single-channel single-phase queuing model. Operational data were collected through direct observation and documentation of 50 vehicles, with key parameters analyzed including arrival rate, service rate, and system utilization. The simulation model was developed using FlexSim software to evaluate overall queue system performance. Various improvement scenarios were tested, such as adding more service pumps, adjusting operational hours, and optimizing vehicle flow. The simulation results were validated against actual data through sensitivity analysis to ensure accuracy and reliability, with a focus on reducing waiting times and queue lengths. The simulation results indicate that adding one service pump and adjusting operating hours during peak periods can reduce customer waiting time by up to 30 percent, demonstrating that this approach is effective in significantly improving the efficiency of SPBU service systems.