SISTEM ANTRIAN NASABAH DI TELLER BANK BCA SEBAGAI UPAYA MENGOPTIMALKAN WAKTU LAYANAN(Studi kasus pada PT. Bank Cental Asia, Tbk. KCP Mangga Dua ITC)

MIHARJA, ARIEF SURYA (2020) SISTEM ANTRIAN NASABAH DI TELLER BANK BCA SEBAGAI UPAYA MENGOPTIMALKAN WAKTU LAYANAN(Studi kasus pada PT. Bank Cental Asia, Tbk. KCP Mangga Dua ITC). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Quite often there are quite a lot of queues and customers need a long time to be served by the counter teller at KCP Mangga Dua ITC. Here the applicable queuing system is the Multi Channel Single Phase model (M / M / S). where there is a line of customer queues that will be served by two or more service facilities. From the results of the study using 5 counter tellers, it was found that the average customer waited in the system was 20 people with the average time customers spent in the system for 55 minutes. The average customer who waits in the queue as many as 15 people with an average time of customers waiting in the queue for 40 minutes. By adding 1 counter teller to 6 tellers the results are able to increase service time where the average customer waits in the queuing system by 14 people with an average waiting time in the system for 38 minutes. The average customer who waits in the queue to be served is 8 people and the average waiting time is served for 23 minutes. So, to be able to provide good service time and to overcome the queues that occur it is better for KCP Mangga Dua ITC to add 1 teller to increase service time, especially in the banking service industry. Keywords: Queuing Sering terjadinya antrian yang cukup banyak dan nasabah membutuhkan waktu yang lama untuk dapat dilayani oleh counter teller di KCP Mangga Dua ITC. Disini sistem antrian yang berlaku adalah model Multi Channel Single Phase (M/M/S). dimana terdapat satu jalur antrian nasabah yang akan dilayani oleh dua atau lebih fasilitas pelayanan. Dari hasil penelitian menggunakan 5 counter teller, diperoleh bahwa rata – rata nasabah menunggu dalam sistem sebanyak 20 orang dengan rata – rata waktu yang dihabiskan nasabah dalam sistem selama 55 menit. Rata – rata nasabah yang menunggu dalam antrian sebanyak 15 orang dengan rata – rata waktu nasabah menunggu dalam antrian selama 40 menit. Dengan menambah 1 counter teller menjadi 6 teller maka diperoleh hasil yang mampu meningkatkan waktu layanan dimana rata – rata nasabah menunggu dalam sistem antrian sebanyak 14 orang dengan rata – rata waktu menunggu dalam sistem Selama 38 menit. Rata – rata nasabah yang menunggu dalam antrian untuk dilayani yaitu 8 orang dan rata – rata waktu menunggu dilayani selama 23 menit. Maka, untuk dapat memberikan waktu layanan yang baik dan mengatasi antrian yang terjadi sebaiknya KCP Mangga Dua ITC menambah 1 orang teller guna meningkatkan waktu layanan khususnya pada industry jasa pelayanan perbankan. Kata Kunci: Sistem antrian, counter teller, Multi Channel Single Phase, waktu layanan

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 448
Call Number: SE/31/21/184
NIM/NIDN Creators: 43115120413
Uncontrolled Keywords: Sistem antrian, counter teller, Multi Channel Single Phase, waktu layanan
Subjects: 200 Religion/Agama > 290 Other Religions/Agama Selain Kristen > 297 Agama Islam/Islam > 297.4 Islamic law/Hukum Islam > 297.43 Muamalat/Muamalat > 297.433 Lease, Borrow-borrow, Labor, Bank, Usury, Insurance/Sewa-menyewa; Pinjam-meminjam; Perburuhan; Bank; Riba; Asuransi
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 332 Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan > 332.2 Specialized Banking Institutions/Institusi Perbankan Khusus
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Putra Arsy Anugrah
Date Deposited: 18 Jul 2022 04:29
Last Modified: 18 Jul 2022 04:29
URI: http://repository.mercubuana.ac.id/id/eprint/52170

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