Queueing theory, a vital component of operations research, analyzes the behavior and performance of service systems through mathematical models of lines or queues. This study aims to enhance the queue management system of Coffee Shop Business in Quezon City, by addressing prolonged waiting times and customer congestion during peak hours, which have led to decreased service efficiency and employee fatigue. Through the application of queueing theory formulas, specifically Single Server, Multiple Customer for the present analysis, while Multiple Server, Multiple Customer for the proposed solution. Furthermore, the study utilized time and motion studies (TMS) and MATLAB simulations to assess current operational inefficiencies. The data collected from direct observation and interviews revealed a high server utilization rate of 80%, with customers spending up to 30 minutes in the system during peak periods. By implementing an additional server, the simulation showed a reduction in utilization to 40%, a decrease in average customer waiting time in the system to approximately 7 minutes, and queue waiting time to just over 1 minute. These improvements significantly enhanced system performance, enabling faster service delivery and reduced congestion. The proposed strategies aim to improve customer satisfaction, streamline service operations, and promote sustainable business growth for Coffee Shop Business. The study recommends implementing a multi-server queuing system during peak hours to reduce customer wait times and improve service efficiency. Future study may explore customer behavior analytics and integrate digital queue management systems for further optimization.

Keywords: Coffee Shop, Operations Research, Queueing Theory, Customer Flow, MATLAB Simulation, Queue Management, Multiple Server, Multiple Customer, Single Server