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ANALISIS SISTEM ANTRIAN DAN OPTIMALISASI LAYANAN TELLER (Studi Kasus pada Bank X di Kota Semarang)

*Petrus Lajor Ginting  -  Diponegoro University, Indonesia

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Abstract
In terms of providing services to customers in the bank, the phenomenon of Queuing is
inevitable and often encountered. Where is clearly visible that the number of customers
waiting to be served. the length of the queue make customers feel uncomfortable, because
it considers the time they wasted their time waiting in line before being served. Effort that
has been done is to develop technology that can provide satisfaction to customers and felt
still not deliver maximum results. One way to reduce the queues are so long is to how to
change an existing queue system.
This research uses as much of the sample which is 1349 Bank X at the teller. This
research uses the pattern of arrival poisson and exponential service pattern.
The results of this research show the value of Asymp. Sig > real level. Therefore, it can
be concluded that the Bank X pattern of arrival Poisson and service Eksponential pattern.
Then the Bank X has been in accordance with the model queue that is used in general. It
is appropriate in the earlier mentioned that the research queueing models is the pattern
of arrival of Poisson and service Eksponential pattern.
Keywords: queue, poisson, exponential
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