Simulation application in a service system: Gaziosmanpasa University student refectory case

The service is an activity that is beneficial to people, such as goods, that are hand-held and invisible, even though some needs are met. The most important feature of the service activity is the consumption of and produced. In case of not having sufficient workforce, there are problems in service activity. The best example of this situation is the waiting queue that occurs when customers' needs are depleted. Waiting line; It is routine work that people do, machines, vehicles do in daily life. The reason for the wait in our lives is that we can not provide instant service to the customer. Waiting causes dissatisfaction in customers. There are several ways to get rid of this dissatisfaction. One of the most visible places of waiting is the dining halls. Taking these facts into consideration, a simulation model is prepared in the direction of the data taken from Gaziosmanpaşa University lunch and the current situation will be examined and alternative solutions to the current situation will be tried to be produced. One of the places where waiting is seen most is the refectory. Especially in universities, long queues may occur as a result of the large number of students wanting to get service from the cafeteria in a limited time period. In this thesis, simulation model was established in the Arena program of Gaziosmanpaşa University Central Student Dining Hall where long queues were observed at noon hours, the current situation was examined and alternative scenarios were developed. As a result of the study, the current situation was spent on the students in a total of 40 minutes on a busy day and this time was reduced to 24 minutes with an alternative scenario. In the current situation, students' waiting time of 17 minutes has been reduced to less than 1 minute with an alternative scenario.