Analysis and Improvement of Waiting Times Using a Simulation Modeling Approach in a University Dining Hall

Long waiting times in service systems such as cafeterias, banks, and restaurants are known to significantly affect customer satisfaction. This study aims to analyze and improve the waiting times in the student dining hall of Istanbul Technical University through the use of a simulation model. Initially, an analysis of the current system is carried out, followed by a comprehensive evaluation of wait times in different lines within the dining hall. Data on operational processes are then collected, and input analysis is performed to determine the best probability distribution representing each process. Subsequently, a simulation model of the dining hall system is developed using ARENA software, and bottleneck analyses are undertaken. The results of the simulation model reveal inefficiencies related to the layout and operational schedule of the dining hall. It is observed that two of the four dining hall lines consistently experience higher density due to the large number of students, while the remaining two lines remain underutilized. To address these issues, scenario analyses are conducted, exploring various strategies aimed at alleviating queue congestion. These strategies include adjusting the number of servers and changing class schedules to better control the timing of student arrivals. The results of the scenario analyses show a significant reduction in queue length and an overall improvement in the students’ food service experience. By increasing the number of servers, the waiting time in the most crowded lines is reduced from 12 to 3 min. Additionally, adjustments to course schedules result in a more balanced utilization rate of the lines. This study highlights the importance of strategic planning and resource allocation in managing high-traffic areas and provides a valuable framework for similar analyses in other service systems.