Solving Queue Problems in a Campus Dining Service with Discrete Event Simulation

Waiting in long queues can be experienced in various ways. This issue arises due to insufficient capacity to instantly satisfy demand. An increase in waiting time leads to the formation of queues. Campus dining service (CDS) facilities are susceptible to experiencing queues when their capacity is insufficient. While queues may be a natural occurrence, customer satisfaction is greatly affected when the waiting time exceeds a certain threshold. In order to maximize customer satisfaction and ensure timely service delivery, measures should be implemented to manage queues. Although addressing queue problems in a system is an admirable goal, it is a complex task to identify the source of a queue and develop cost-effective solutions. In this research, a discrete event simulation model of a CDS was developed and analyzed. The study aims to devise low-cost solutions for queue problems through scenario-based analysis. Each scenario is based on a hypothesis, considering existing literature and the systems subjected to improvements, which form the basis for these hypotheses. The results indicate that capacity reallocation solutions are the most effective in resolving long queue problems. The findings, evaluations, and recommendations are presented in the results section.