Ayu Aziza, Widya (2021) ANALISIS SISTEM ANTRIAN LAYANAN TELLER BANK NEGARA INDONESIA (BNI) KANTOR CABANG JAKARTA KOTA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia, Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk menganalisis, mendeskripsikan antrian teller yang digunakan PT. Bank Negara Indonesia (BNI) Kantor Cabang Jakarta Kota. Penelitian ini menggunakan metode penelitian deskriptif kualitatif. Sampel yang digunakan sebanyak nasabah yang melakukan transaksi keuangan di teller pada hari Senin-Jumat mulai pukul 09.00-15.00 WIB. Data yang digunakan merupakan data primer yang didapat dari hasil pengamatan. Data diolah menggunakan software POM-QM versi 5.2. Hasil penelitian selama 5 hari berturut-turut menunjukkan jumlah teller yang melayani transaksi keuangan sebanyak 4 orang (M) dengan rata-rata standar pelayanan selama 1,75 menit per transaksi. Rata-rata tingkat pelayanan (µ) sebanyak 34 nasabah dengan interval waktu 60 menit. Rata-rata kedatangan nasabah (λ) 10,6 (11) orang. Rata-rata tingkat kegunaan pelayanan (ρ) 0,078 atau 7,8% yaitu pada saat pengamatan tidak terjadi antrian yang panjang di BNI Kantor Cabang Jakarta Kota. Waktu rata-rata yang dihabiskan nasabah dalam system (Ws) selama 1,76 menit. Kata Kunci : bank, antrian, teller ABSTRACT This study aims to analyze and describe the teller queue used by PT. Bank Negara Indonesia (BNI) Jakarta Kota Branch Office. This research uses descriptive qualitative research methods. The sample used is as many as customers who make financial transactions at the teller on Monday-Friday starting at 09.00-15.00 WIB. The data used are primary data obtained from observations. Data were processed using POM-QM software version 5.2. The results of the research for 5 consecutive days showed the number of tellers serving financial transactions was 4 people (M) with an average service standard of 1.75 minutes per transaction. The average service level (µ) is 34 customers with 60 minute intervals. Average customer arrivals (λ) 10.6 (11) people. The average level of service usefulness (ρ) was 0.078 or 7.8%, that is, at the time of observation there were no long queues at BNI Jakarta City Branch Offices. The average time spent by customers in the system (Ws) is 1.76 minutes. Keywords : bank, queue, teller
| Item Type: | Thesis (Skripsi) | ||||||||
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| Uncontrolled Keywords: | bank, antrian, teller | ||||||||
| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ms WIDYA AYU AZIZA | ||||||||
| Date Deposited: | 28 Apr 2021 04:06 | ||||||||
| Last Modified: | 28 Apr 2021 04:06 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4263 |
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