EVALUASI KINERJA PELAYANAN PERAWATAN KENDARAAN PADA PT SUN MOTOR JAKARTA DENGAN PENDEKATAN QUEUING THEORY

FITRIYANTO, RAHMAD (2019) EVALUASI KINERJA PELAYANAN PERAWATAN KENDARAAN PADA PT SUN MOTOR JAKARTA DENGAN PENDEKATAN QUEUING THEORY. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Queuing is a tedious activity if we do not immediately get service, this saturation will have the potential to value our satisfaction in a service. Service providers must be able to work to overcome the saturation for customer satisfaction. Therefore, the purpose of this study is to find out the optimization of the queue system at PT Sun Motor Jakarta. The method used in this study is the optimization of a multi channel single phase queue system by conducting observational data collection methods directly to the field for 7 (seven) days. Based on the results of observations and calculations it would be better if PT Sun Motor Jakarta added 1 server. This addition will affect the customer waiting time to be shorter, from 1 hour 14 minutes to 20 minutes. With this addition, customer satisfaction with the services of PT Sun Motor Jakarta can be increased. Kerwords: Queuing, optimization of the queue system, multi channel single phase, customer satisfaction. Mengantri adalah kegiatan membosankan bila kita tidak segera mendapat pelayanan, kejenuhan ini akan berpotensi pada nilai kepuasan kita pada sebuah pelayanan. Para penyedia jasa harus dapat berupaya mengatasi kejenuhan tersebut demi kepuasan pelanggan. Oleh sebab itu, tujuan penelitian ini ingin mengetahui optimalisasi sistem antrian pada PT Sun Motor Jakarta. Metode yang digunakan pada penelitian ini adalah optimalisasi sistem antrian multi channel single phase dengan melakukan metode pengumpulan data secara observasi langsung ke lapangan selama 7 (tujuh) hari. Berdasar hasil observasi dan perhitungan akan lebih baik jika PT Sun Motor Jakarta menambah 1 orang server. Penambahan ini akan berpengaruh pada waktu tunggu pelanggan menjadi lebih singkat, yaoyu dari 1 Jam 14 Menit menjadi 20 Menit saja. Dengan penambahan ini kepuasan pelanggan terhadap pelayanan PT Sun Motor Jakarta dapat ditingkatkan. Kata kunci: Antrian, optimalisasi sistem antrian, multi channel single phase, kepuasan pelanggan.

Item Type: Thesis (S1)
NIM: 43114110432
Uncontrolled Keywords: Antrian, optimalisasi sistem antrian, multi channel single phase, kepuasan pelanggan.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 11 Feb 2019 07:27
Last Modified: 11 Feb 2019 07:27
URI: http://repository.mercubuana.ac.id/id/eprint/47152

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