JUAN MARSIERO MARPAUNG, . (2022) ANALISIS SISTEM ANTRIAN DALAM PENGOPTIMALAN LAYANAN CUSTOMER SERVICE Studi Kasus: PT Bank X Kantor Cabang Rawamangun. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Antrian muncul karena adanya kebutuhan terhadap suatu pelayanan yang melebihi kemampuan (kapasitas) pelayanan, sehingga tidak dapat segera dilayani. PT Bank X kantor cabang Rawamangun pada layanan Customer Service tidak terlepas dari permasalahan antrian. Model antrian yang digunakan adalah Multi Channel Single Phase dengan tipe G/G/3. Penelitian ini dilakukan dengan tujuan untuk mengetahui panjang antrian, lama waktu antrian, jumlah antrian nasabah dan tingkat keefektifan antrian pada layanan customer service. Hasil dari penelitian ini didapatkan lama waktu tunggu dalam antrian selama 0,04545455 menit, dan waktu nasabah yang dilayani selama 0,000659 menit, rata rata nasabah dalam antrian sebesar 0,04545455 orang sehingga tingkat intensitas layanan bernilai 0,014493 <1. Berdasarkan hasil penelitian tersebut bisa disimpulkan antrian pada layanan Customer Service PT Bank X dikatakan optimal. ************************************************************ Queues arise because of the need for a service that exceeds the service’s capacity. The Customer Service of PT Bank X Rawamangun branch office faces the queuing problem as well. The queuing model used by the branch office is Multi Channel Single Phase with type G/G/3. This research was conducted to find out the length of the queue, the length of the queue, the number of customer queues and the effectiveness of the queue in customer service. The result obtained from this study: The length of time waiting in the queue for 0,04545455 minutes and the time the customers served for 0,000659 minutes , the average customer in the queue is 0,04545455 people. so that the level of service intensity is worth 0,014493 <1. Based on the results of this study, itu can be concluded that the queue at PT Bank X Customer Service is said to be optimal.
| Item Type: | Thesis (Sarjana) |
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| Additional Information: | 1). Ir. Fariani Hermin Indiyah, MT.; 2). Dr. Yudi Mahatma, M.Si. |
| Subjects: | Sains > Matematika |
| Divisions: | FMIPA > S1 Matematika |
| Depositing User: | sawung yudo |
| Date Deposited: | 07 Nov 2024 07:12 |
| Last Modified: | 07 Nov 2024 07:12 |
| URI: | http://repository.unj.ac.id/id/eprint/51977 |
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