Syahrini, Laily (2020) ANALISIS ANTRIAN PADA TELLER DI PT BANK RAKYAT INDONESIA KANTOR CABANG KALIMALANG DUREN SAWIT JAKARTA TIMUR. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui bagaimana antrian yang digunakan oleh PT Bank Rakyat Indonesia,Tbk khususnya Kantor Cabang Kalimalang. Jumlah sampel yang digunakan dalam penelitian ini adalah para nasabah Bank Rakyat Indonesia yang melakukan transaksi khususnya di teller pada hari Senin-Jum’at dimulai pukul 08.00-15.00 WIB dalam kondisi sepi ataupun ramai. Dari hasil pengamatan selama lima hari berturut-turut, Bank BRI KC Kalimalang mempunyai 4 orang teller (M) dengan standar pelayanan 2 menit per nasabah sehingga rata-rata tingkat pelayanan (μ) sebanyak 30 nasabah dalam interval 60 menit (per jam) dengan nilai rata-rata kedatangan nasabah (λ) yaitu 11,6 (12) orang. Rata-rata tingkat kegunaan pelayanan (ρ) sebesar 0,096666 atau 9,67% ini berarti pada saat pengamatan, tidak terjadi antrian yang panjang di Bank BRI KC Kalimalang.Untuk mengoptimalkan penggunaan teller, maka peneliti menyarankan pengurangan dari 4 teller yang terbuka menjadi 3 agar dialihkan ke pekerjaan/divisi lain yang sedang padat. Dari hasil pengurangan tersebut, didapat utitlitas teller (ρ) naik dari 9,67% menjadi 12,89% dan rata-rata waktu tunggu yang dihabiskan nasabah dalam sistem (Ws) tetap tercapai yakni 2,006644 menit sesuai dengan standar pelayanan yang ditetapkan oleh Bank BRI KC Kalimalang. This study aims to determine how the queues used by PT Bank Rakyat Indonesia, Tbk, especially the Kalimalang Branch Office. The number of samples used in this study are Bank Rakyat Indonesia customers who conduct transactions, especially at tellers on Monday-Friday starting at 8:00 to 15:00 WIB in quiet or crowded conditions. From the observations for five consecutive days, Bank BRI KC Kalimalang has 4 teller (M) with a standard service of 2 minutes per customer so that the average level of service (μ) is 30 customers in an interval of 60 minutes (per hour) with a value of the average customer arrival (λ) is 11.6 (12) people. The average level of service usefulness (ρ) of 0.096666 or 9.67% means that at the time of observation, there were no long queues at Bank BRI Kalimalang. To optimize the use of tellers, the researchers suggest a reduction from 4 open tellers to 3 so that they are diverted to other occupations/divisions that are currently full. From the result of the reduction, obtained teller utilities (ρ) rose from 9,67% to 12,89% and the average waiting time spent by customers in the system (Ws) remained achieved at 2,006644 minutes according to the service standards set by Bank BRI KC Kalimalang.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Manajemen > Manajemen Operasional |
| Divisions: | S1 Manajemen |
| Depositing User: | Users 909 not found. |
| Date Deposited: | 19 Oct 2020 04:15 |
| Last Modified: | 19 Oct 2020 04:15 |
| URI: | http://repository.stei.ac.id/id/eprint/1227 |
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