ANALISIS SISTEM ANTREAN PADA SPBU 54.803.16 ULUWATU UNTUK MENGUKUR EFISIENSI PELAYANAN

Abstract

This study aims to analyze the queuing characteristics of motorcycles refueling pertalite at SPBU 54.803.16 Uluwatu and to determine the most appropriate queueing model to represent the performance of its service system. Data were collected through direct observation on Monday and Saturday to examine the patterns of vehicle arrivals and service times. The analysis was carried out using queueing theory, applying the M/G/1 and G/G/1 models along with distribution tests to identify the suitability of arrival and service patterns. The results indicate that the distribution of arrivals on both observation days is not entirely uniform, with noticeable variations at specific time intervals. Based on the data analysis, the G/G/1 model provides a more accurate representation of the queueing conditions, as both arrival and service processes exhibit randomness without following a specific theoretical distribution. System performance evaluation shows that the server utilization rate is relatively high, leading to increased waiting times and longer queues during peak hours. These findings suggest the need for operational adjustments, particularly during high-demand periods, to improve service efficiency and reduce traffic congestion around the fuel station.