Abstract

In providing services, it is not uncommon to be faced with a high level of customer arrival so that they have to wait their turn to get service. This waiting line is called a queue, one of which is non- poisson queue. An activity includes a non-poisson queue when the distribution of arrivals or services is non-poisson or exponentially distributed. This research focused on examining the cashier service queue at Kentucky Fried Chicken Fast Food Restaurant in Jimbaran, Bali. Data collection by direct observation was carried out for 4 hours 2 minutes. Service facilities in the system under study are 2 waiters. Researchers made observations of arrival time, queuing time data, service time, the number of queuing customers, and the number of customers served. Next, this data is processed and produces data on the number of Poisson-distributed arrivals, Weibull-distributed inter-arrival times, and General Pareto-distributed service times. Through this, it is concluded that the queuing model at KFC is (M/G/2): (FIFO/∞/∞). After calculating to determine the system performance measure in this model, a utilization factor of 50.75% is obtained. The percentage of the utilization factor indicates that the KFC service facility is not too busy serving customers, so there is no need to add service facilities in the system.