Efforts to Find Better Queuing System at iColor Apple Service: A Simulation Approach for Enhanced Customer Satisfaction

Abstract

This study analyzes the queuing system at iColor Apple Service Gubeng in Surabaya using ARENA simulation software, addressing inefficiencies stemming from high customer volumes. The research reveals an average customer arrival rate of 16 per hour and a service time of approximately 24.83 minutes, resulting in significant waiting times that adversely affect customer satisfaction. Through simulation, three potential models were evaluated, with the second proposal leading to a remarkable 78.95% reduction in average waiting time, improving service efficiency. This research not only highlights the vital role of effective queuing management in enhancing customer experiences but also aligns with Sustainable Development Goals by promoting quality service (Goal 8) and fostering innovation (Goal 9). The findings serve as a practical framework for optimizing service delivery in the technology repair sector, emphasizing the importance of sustainable operational practices to achieve long-term customer satisfaction and business success.