Simulation modelling of a train station ticketing system: A case study of Zhongli train station in Taiwan

It is common for customers to line up for buying train tickets at train stations in Taiwan, but it may cause some problems if the customers wait too long and miss the train. At certain rush hour periods, the queue length may pile up, and customer service satisfaction would go way down. In this study, the authors propose several alternatives for improving counter services at train stations to reduce the rush hour waiting time for buying train tickets at Zhongli stations in Taiwan. By using ARENA software, the model of a smart counter system was developed. The output of a model's performance was initially checked and validated with the real ticketing system at the first phase. Furthermore, four alternatives developed to open or close counters automatically based on the customer waiting numbers were evaluated by simulation methods. The output of customer waiting time was analyzed with statistical tests to verify significant differences between the original and alternative models. According to the statistical results, an alternative model with three counters remaining open and open or close counter numbers based on pre-set customer waiting numbers has larger counter utilization rate and less required counters, and the average of customer waiting time is acceptable in the rush hour.