Solving queue problems in a campus dining service with discrete event simulation

Abstract

Waiting in long queues is a common experience. Prolonged waiting times inevitably result in the formation of queues. While queues are a natural part of service systems, excessive waiting times can reduce customer satisfaction. Campus dining service (CDS) facilities are particularly susceptible to queuing issues when their capacity is insufficient. Long wait times can negatively affect customer experience, making effective queue management essential. To enhance operational efficiency and improve the dining experience, appropriate measures should be implemented to reduce congestion. 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. Hypotheses were derived from existing literature and adapted to the specific characteristics of the system under study. Various scenarios were tested to assess the effectiveness of different queue management strategies. The results indicate that capacity reallocation strategies are the most effective in mitigating long queues and improving overall system performance. The findings provide practical recommendations for optimizing CDS operations, offering insights that can be applied to similar service environments facing queuing challenges.