Simulation of Multi Server Queue System with Non Poisson Distribution of Antigen Rapid Test in Terminal i Juanda Surabaya Airport Area

Introduction: The lack of perception in determining service distribution of the queue system cause inefficiency of service. Therefore, this study aims to analyze and simulate the queue system of antigen rapid test in Terminal I Juanda Surabaya Airport area. Methods: This study used an observational design on antigen rapid test customers. It was conducted for three days consecutively in a week namely Saturday, Sunday, and Monday, while the data collected include customer arrival time and duration for each service. Furthermore, a total of eight variables were analyzed using Minitab and Matlab software. Results: The applied queue model was FIFO and the highest customer arrival rate was found in the registration and sample-taking services with 30 customers per hour. The highest means of service and waiting durations, as well as customer queue and average time spent for a service, was observed in the result-taking service with values of 19.26 minutes per customer, 9.27 minutes per customer, 167 customers per hour, and 28.53 minutes per customer. The highest idle service probability was found in the registration service with 0.76% per hour, while the highest chance of one customer being on the queue was observed in the result-taking service with 57.18% per hour, and the overall waiting time for service was 38.01 minutes. Conclusion: Simulation of queue system was suitably obtained with real-life conditions, the management needs to add channel at the result-taking service to minimize the waiting time. Each addition of one channel will decrease waiting time by 6.13 minutes.