The objective of this study is to develop and simulate the waiting time process at Kopi Saigon, a coffee café located in the Kota Bharu branch, Kelantan, utilizing a Discrete Event Simulation (DES) approach. Upon arrival, customers join a queue for various services, including meal ordering, waiting for preparation, and making payments. Observations reveal that the queuing process is time-consuming, prompting the creation of a simulation model to evaluate the system’s performance based on key metrics such as average waiting time, total time spent in the system, resource utilization, and queue length. The simulation model, developed using Arena software, aims to identify bottlenecks within the current process. Several alternative solutions were tested to enhance system performance. The findings indicate that the most effective alternative led to significant reductions in both the average waiting time and the total time spent in the system, ultimately improving customer satisfaction with Kopi Saigon's services
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