Optimization Of Multi-Server Queue System at PT Bank Syariah Indonesia Kc Meulaboh Imam Bonjol Using The Discrete Event Simulation (DES) Simulation Approach

Adib Adib; Indah Suciati; Arrazy Elba Ridha; Rizki Agam Syahputra; Sofiyanurriyanti Sofiyanurriyanti; Azwanda Azwanda

doi:10.2991/978-94-6239-781-1_5

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Optimization Of Multi-Server Queue System at PT Bank Syariah Indonesia Kc Meulaboh Imam Bonjol Using The Discrete Event Simulation (DES) Simulation Approach

Authors

Adib Adib¹^{, *}, Indah Suciati¹, Arrazy Elba Ridha¹, Rizki Agam Syahputra¹, Sofiyanurriyanti Sofiyanurriyanti¹, Azwanda Azwanda²

¹Department of Industrial Engineering, Faculty of Engineering, Universitas Teuku Umar, Meulaboh, Indonesia

²Department of Civil Engineering, Faculty of Engineering, Universitas Teuku Umar, Meulaboh, Indonesia

^*Corresponding author. Email: adib@utu.ac.id

Corresponding Author

Adib Adib

Available Online 30 September 2026.

DOI: 10.2991/978-94-6239-781-1_5 How to use a DOI?
Keywords: Queue; Discrete Event Simulation; Multi Server System; Activity Cycle Diagram; AnyLogic; MAPE
Abstract: An unoptimized queuing system can negatively impact customer satisfaction and the operational efficiency of a bank. This study aims to develop and optimize a simulation model of a Multi-Server System queue at PT. Bank Syariah Indonesia KC Meulaboh Imam Bonjol. The method used is Discrete Event Simulation (DES), modeled with the assistance of AnyLogic software. Data were collected through direct observation, interviews, and documentation over two working days during operational hours. The model was developed using the Activity Cycle Diagram (ACD) approach and tested using several experimental scenarios. Simulation results indicate that the optimal scenario successfully reduces customer waiting time and improves server utilization. Validation was conducted using the Mean Absolute Percentage Error (MAPE) method, yielding a result of 0.99% for the actual system and 0.0038% for the experimental simulation, indicating that the simulation model accurately represents real-world conditions. Therefore, the developed simulation model can be used as a decision-support tool to improve service quality in Islamic banking.
Copyright: © 2026 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the 3rd International Conference on Applied Engineering, Sciences, Technology and Innovation (AESTI 2025)
Series: Advances in Engineering Research
Publication Date: 30 September 2026
ISBN: 978-94-6239-781-1
ISSN: 2352-5401
DOI: 10.2991/978-94-6239-781-1_5 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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ris enw bib

TY  - CONF
AU  - Adib Adib
AU  - Indah Suciati
AU  - Arrazy Elba Ridha
AU  - Rizki Agam Syahputra
AU  - Sofiyanurriyanti Sofiyanurriyanti
AU  - Azwanda Azwanda
PY  - 2026
DA  - 2026/09/30
TI  - Optimization Of Multi-Server Queue System at PT Bank Syariah Indonesia Kc Meulaboh Imam Bonjol Using The Discrete Event Simulation (DES) Simulation Approach
BT  - Proceedings of the 3rd International Conference on Applied Engineering, Sciences, Technology and Innovation (AESTI 2025)
PB  - Atlantis Press
SP  - 25
EP  - 31
SN  - 2352-5401
UR  - https://doi.org/10.2991/978-94-6239-781-1_5
DO  - 10.2991/978-94-6239-781-1_5
ID  - Adib2026
ER  -

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