Queuing theory, a field dedicated to modeling and predicting the behavior of service systems facing random demand, systematically examines the formation, operation, and management of queues or waiting lines. This study aims to analyze and evaluate the impact of the E-Jeepney Cooperative's lack of a queuing system and to propose improvements based on queuing theory principles. Faced with increasing demand and limited terminal space, the current absence of a standardized queuing and dispatching system has resulted in the overutilization of vehicles, prolonged passenger wait times, and inefficient resource allocation. This study analyzed current operations to pinpoint bottlenecks and inefficiencies. Key performance metrics, including arrival and service rates, waiting times, and system utilization, were calculated and compared between the existing and proposed terminal layouts. The study utilized a multiple-server, limited-customer queuing model in the proposed system, which significantly improved terminal efficiency by reducing the utilization rate from 119.09% to 47.43% and decreasing the average queue waiting time from 12 minutes to less than one minute. This paper concludes that the strategic application of queuing models and simulation can substantially improve public transport service delivery, offering practical insights for operators and policymakers seeking to modernize urban mobility systems. Future works of this study should explore continuous improvement efforts by utilizing other approaches and alternative methodologies, such as goal programming and other meta-heuristics approaches.

Keywords
E-Jeepney, MATLAB Simulation, Operation Research, Public Transport, Queuing Theory