This study develops a discrete-event simulation model of a commercial fuelling station in Johannesburg, South Africa, to analyse operational performance and revenue generation under varying service conditions. Two scenarios were simulated: (i) vehicles refuelling only, and (ii) vehicles refuelling while also visiting a convenience shop. Key performance indicators including average waiting time, total service time, queue lengths, and resource utilization of pumps, attendants, and cashiers were measured. Results show that diesel refuelling accounted for over 70% of total revenue in the fuelling-only scenario, while average waiting times ranged between 2.5 and 3.7 minutes. Incorporating retail services slightly increased system complexity, with minor reductions in process efficiency for petrol customers and an increase in attendant and pump utilization. Overall system efficiency remained above 98% in both scenarios, demonstrating effective capacity management. The findings highlight the practical value of simulation modelling for identifying bottlenecks, optimizing resource allocation, and supporting operational decisions in urban fuelling stations, ultimately improving service efficiency and revenue outcomes.

Keywords

Simulation modelling, Fuelling station operations, Queue management, Resource utilization and Operational efficiency