Analysis of the Effectiveness of Cashier Service with a Simulation of the Queue System

Hery Murnawan

2023

Abstract

The highly competitive nature of the retail industry, especially in the daily household needs segment, is influenced by various factors that impact consumer behaviour. These factors include product pricing, availability, discounts, warranties, supporting facilities, and customer service. Trasmart and Superindo are two major retailers that offer a complete range of products and frequently provide discounts and gifts to their customers. However, customers experience dissatisfaction due to an average waiting time of 5 to 7 minutes at their six servers, which may result in cancelled purchases. The Arena software simulation results indicate that adding one server can reduce waiting time to 3.2 minutes per customer, at an additional cost of IDR 125,000 per day. Meanwhile, adding one server to Trasmart can decrease waiting time to 4.7 minutes per customer, at an extra cost of IDR 142,000 per day. Alternatively, investing in cashier worker training, without adding servers, can reduce waiting time to 3.8 minutes per customer in Superindo, with an investment cost of IDR 3.4 million, and 3.5 minutes per customer, with an investment cost of IDR 4.1 million. In conclusion, this research highlights the importance of efficient queuing systems and customer service in enhancing customer satisfaction and retail profitability.

Paper Citation

in Harvard Style

Murnawan H. (2023). Analysis of the Effectiveness of Cashier Service with a Simulation of the Queue System. In Proceedings of the 4th International Conference on Advanced Engineering and Technology - Volume 1: ICATECH; ISBN 978-989-758-663-7, SciTePress, pages 97-102. DOI: 10.5220/0012113300003680

in Bibtex Style

@conference{icatech23,
author={Hery Murnawan},
title={Analysis of the Effectiveness of Cashier Service with a Simulation of the Queue System},
booktitle={Proceedings of the 4th International Conference on Advanced Engineering and Technology - Volume 1: ICATECH},
year={2023},
pages={97-102},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012113300003680},
isbn={978-989-758-663-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Advanced Engineering and Technology - Volume 1: ICATECH
TI - Analysis of the Effectiveness of Cashier Service with a Simulation of the Queue System
SN - 978-989-758-663-7
AU - Murnawan H.
PY - 2023
SP - 97
EP - 102
DO - 10.5220/0012113300003680
PB - SciTePress