Discrete-Event Modeling and Simulation of the Mobile Samsat Service Queue System in North Medan

Authors

  • Ragilia Putri Dinanti Universitas Islam Negeri Sumatera Utara Author
  • Abdul Rasyid Universitas Islam Negeri Sumatera Utara Author
  • Winda Yunia Purnama Universitas Islam Negeri Sumatera Utara Author
  • Abdullah Harits Harahap Universitas Islam Negeri Sumatera Utara Author
  • Adelia Amanda Universitas Sumatera Utara Author
  • Yuna Dhuha Shabrina Universitas Sumatera Utara Author

Keywords:

Queue System, Discrete-Event Simulation, Mobile Samsat, Waiting Time, Service Modeling

Abstract

This study discusses the queueing problem at the Medan Utara Mobile Samsat Bus service, which often experiences increased waiting times due to limited resources and variations in service times at each counter. This study aims to analyze the performance of the queueing system and identify bottlenecks in the two-stage service flow using the Discrete-Event Simulation (DES) approach. Interarrival and service time data were obtained through direct observation and used as empirical distributions in the simulation process. The DES model was constructed to represent the sequence of service events from arrival, start of service, to completion of service at Counter 1 and Counter 2. The simulation results showed that Counter 1 had the highest waiting time, with an average waiting time of 50.56 minutes, which was much longer than Counter 2, which was only 0.69 minutes. The average total time customers spent in the system was recorded at 62.27 minutes, which was dominated by the waiting time at Counter 1. Statistical analysis confirmed that service variations at Counter 1 contributed significantly to queue formation compared to Counter 2. This study concludes that the application of DES is effective in realistically describing the dynamics of the Mobile Samsat service queue and can be used as an evaluation tool to formulate recommendations for improvement, such as adjusting the number of officers or improving operational flows to increase service efficiency.

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Published

31-01-2026

Issue

Vol. 1 No. 1 (2026): Volume 1 Number 1, January 2026

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Articles

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Copyright (c) 2026 Ragilia Putri Dinanti, Abdul Rasyid, Winda Yunia Purnama, Abdullah Harits Harahap, Adelia Amanda, Yuna Dhuha Shabrina (Author)

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How to Cite

Discrete-Event Modeling and Simulation of the Mobile Samsat Service Queue System in North Medan. (2026). NextGen Innovations in Computing and Technology, 1(1), 37-48. https://journal.arfadigitech.com/nict/article/view/99

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