ANALISIS SISTEM ANTRIAN LAYANAN TELLER PADA BANK BRI KCP PASAR TIMBUL

FRANSISKA, FRANSISKA (2021) ANALISIS SISTEM ANTRIAN LAYANAN TELLER PADA BANK BRI KCP PASAR TIMBUL. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to analyze the optimization of the queuing system at Bank BRI KCP Pasar Timbul. The method used in this study is the optimization of the queuing system single-phase multi-channel by conducting data collection methods by direct observation to the field for 5 (five) days. Using the queuing formula for Model B: M/M/S. The samplingused methodpurposive sampling. Based on the results of observations and time calculations are carried out using the help of a stopwatch. The population in this study were customers who queued to make financial transactions at the teller counter and the sample in this study was 263 customers in 5 (five) days. From the results of the study, it can be seen that= 0.175 minutes, = 0.43 minutes, P0 = 39%, Ls = 1.07 or 1 person, Ws = 6.1 minutes,Lq=0.19or0people,Wq=1,08minutes.AtTeller1=0.09minutes, =0.22 minutes, P0=63%, Ls=0.47 <1 person, Ws=5.2 minutes, Lq=0.02 minutes, Wq=0.22 minutes . At teller 2 =0.084 minutes, , = 0.21 minutes, P0= 51%, Ls=0.43 <1 person, Ws=5.1 minutes, Lq=0.01 minutes, Wq=0.11 minutes. It can be said that the teller service system at the BRI Pasar Timbul bank is optimal because the speed of service is greater than the arrival of customers. So it can be concluded that by using 2 counter tellers, the level of service provided by Bank BRI KCP Pasar Timbul is deemed to have been able to satisfy its customers. Keywords: Queue, queue system optimization, multi channel single phase, customer satisfaction. Penelitian ini bertujuan untuk menganalisis optimalisasi sistem antrian pada Bank BRI KCP Pasar Timbul. 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 5 (lima) hari. Dengan menggunakan rumus antrian untuk Model B: M/M/S. Metode penarikan sampel menggunakan purposive sampling. Berdasar hasil observasi dan perhitungan waktu dilakukan dengan menggunakan bantuan stopwatch. Populasi dalam penelitian ini adalah nasabah yang antri untuk melakukan transaksi finansial pada counter teller dan sampel dalam penelitian ini adalah 263 nasabah dalam 5 (lima) hari.Dari hasil penelitian dapat diketahui bahwa λ=0,175 menit, =0,43 menit, P0=39%, Ls=1,07 atau 1 orang, Ws=6,1 menit, Lq=0,19 atau 0 orang, Wq=1,08 menit. Pada Teller 1 λ=0,09 menit, =0,22 menit, P0= 63%, Ls=0,47 <1 orang, Ws=5,2 menit, Lq=0,02 menit, Wq=0,22 menit. Pada teller 2 λ=0,084 menit, , =0,21 menit, P0= 51%, Ls=0,43 <1 orang, Ws=5,1 menit, Lq=0,01 menit, Wq=0,11 menit. Dapat dikatakan bahwa sistem layanan teller pada bank BRI Pasar Timbul optimal yang dikarenakan kecepatan pelayanan lebih besar daripada kedatangan pelanggan. Sehingga dapat disimpulkan dengan menggunakan 2 counter teller taraf pelayanan yang diberikan oleh Bank BRI KCP Pasar Timbul dirasa sudah dapat memuaskanpelanggannya. Kata kunci: Antrian, optimalisasi sistem antrian, multi channel single phase, kepuasan pelanggan.

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