Analysing the Service Performance of a Filling Station: A Case Study

Abstract

Critical decision making is involved as a major problem in different industries including service industry. This paper presented on a Simulation Model for a service organization in the Sri Lankan Context. The objective of the study is to identify the optimized performance practice through simulating the process of a filling station. The observations were taken for inter-arrival times and service times. The sample size was taken as 150 data for a selected time period. The study modeled the system as a single-server queuing system with infinite waiting room size. The data were analyzed using the Student version of Rockwell ARENA 14.5 software. The input analyzer construed Beta and Gamma distributions for inter-arrival times and service times respectively. Moreover, the results showed 4.29 minutes of an average waiting time for a vehicle and approximately number of vehicles in to the queue as 6. The results recommended for another petrol counter with increased service performance in counter 1. The recommended solution was economically feasible. For further improvements, the study suggested a system with two pump counters in one petrol counter, two petrol counters with two pump counters, and changing resources above both recommendations. This study provided numerous opportunities for researchers and managers to optimize problems related to the performance of the system through the best solutions.