Penelitian ini bertujuan untuk menganalisis sistem antrian kendaraan roda dua pada SPBU 74.914.57 Lembang Majene menggunakan model Single Channel – Single Phase (M/M/1). Data dikumpulkan melalui observasi pada tanggal 19 mei sampai 25 mei 2025, dengan total kedatangan sebanyak 1.896 kendaraan selama 28 jam pengamatan. Rata-rata tingkat kedatangan (λ) adalah 67 kendaraan per jam, dan tingkat pelayanan (μ) adalah 76 kendaraan per jam. Probabilitas sistem kosong (P₀) sebesar 11,8%, menunjukkan bahwa sistem hampir selalu sibuk. Tingkat utilisasi server (ρ) sebesar 88,1%, menandakan bahwa fasilitas pelayanan bekerja sangat intensif. Panjang rata-rata antrian dalam sistem (Ls) tercatat 7,444 kendaraan, dan panjang antrian menunggu (Lq) sebesar 6,558 kendaraan. Waktu rata-rata dalam sistem (Ws) adalah 6 menit per kendaraan, sedangkan waktu tunggu dalam antrian (Wq) sekitar 5 menit. Penelitian ini menunjukkan bahwa SPBU mengalami beban tinggi dalam pelayanan, sehingga disarankan penambahan operator atau fasilitas pelayanan dan perbaikan manajemenoperasional untuk meningkatkan efisiensi dan kenyamanan pelanggan.
This study aims to analyze the queuing system for two-wheeled vehicles at Gas Station 74.914.57 in Lembang Majene using the Single Channel – Single Phase (M/M/1) model. Data was collected through observation from May 19 to May 25, 2025, with a total arrival of 1,896 vehicles over 28 hours of observation. The average arrival rate (λ) was 67 vehicles per hour, and the service rate (μ) was 76
vehicles per hour. The probability of an empty system (P₀) was 11.8%, indicating the system is almost always busy. The server utilization rate (ρ) was 88.1%, showing that the service facilities were operating intensively. The average number of vehicles in the system (Lₛ) was 7.444 vehicles, and the average queue length (Lq) was 6.558 vehicles. The average time in the system (Wₛ) was 6 minutes per vehicle, while the average waiting time in the queue (Wq) was about 5 minutes. This study indicates that the gas station is experiencing a high service load, and thus it is recommended to add more operators or service facilities and improve operational management to enhance efficiency and customer comfort.