Sofiana, Maya (2025) Analisis Sistem Antrian Dengan Menggunakan Diagram Fish Bone Pada SPBU 53.61137 Rest Area Tol Surabaya - Gresik (KM 13). (Queue System Analysis Using Fishbone Diagram at Gas Station 53.61137 Rest Area Surabaya - Gresik Toll Road (KM 13)). Masters thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This study aims to determine and analyze service waiting times, identify the root causes of long queues, and develop a strategy to improve service performance at the 5361137 gas station (SPBU) at the Surabaya-Gresik Toll Rest Area. The research method used is quantitative. This study combines quantitative analysis using Queuing Theory to measure system performance (arrival rates and service times) and descriptive qualitative analysis using a Fishbone Diagram. Data were collected through direct observation, interviews, and gform techniques. The results indicate that the current queuing system performance is in a critical or severe condition, indicated by a server utilization rate of 0.94 to 1.02 during peak hours. The average time spent by vehicles in the system is 14.3 minutes, of which 9.6 minutes (67%) is spent waiting in the queue. Fishbone diagram analysis revealed that the root cause of the main problem lies in the complex interaction of factors: Machine factors (EDC signal failure and pump repair downtime), Human and Method factors (implementation of static shifts and reactive maintenance), and Environmental factors (narrow layouts that hinder large vehicle maneuvers). As a solution, this study formulated a hybrid improvement strategy that includes short-term business process engineering (the use of Floating Staff and lane segregation) and long-term investment in additional pumps to change the queuing model from Single Channel to Dual Channel. This strategy is expected to reduce the utility level to a safe zone below 0.80 with a target waiting time of 3–5 minutes.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Queuing theory, Queuing system, Fishbone diagram, Waiting time, Service efficiency |
| Subjects: | A General Works > AC Collections. Series. Collected works H Social Sciences > HB Economic Theory |
| Divisions: | Fakultas Ekonomi dan Bisnis > Magister Manajemen |
| Depositing User: | 1262400013 Maya Sofiana |
| Date Deposited: | 14 Jul 2026 07:14 |
| Last Modified: | 21 Jul 2026 04:19 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/45251 |
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