NUR KOMALA SARI, SARI (2021) ANALISIS PELAYANAN SERTA KEDATANGAN NASABAH PADA TELLER DAN CUSTOMER SERVICE MENGGUNAKAN METODE ANTRIAN (Studi Kasus di Bank Syariah Indonesia Kcp. Jakarta Kalimalang). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui bagaimana antrian yang digunakan oleh Bank Syariah Indonesia Kantor Cabang Pembantu Jakarta Kalimalang. Jumlah sampel yang digunakan dalam penelitian ini ialah nasabah Bank Syariah Indonesia Kantor Cabang Pembantu Jakarta Kalimalang yang melakukan transaksi di teller maupun customer service pada hari Senin – Jumat dimulai dari pukul 08:00 WIB – 14 :00 WIB dalam kondisi sepi maupun ramai. Dari hasil pengamatan selama 10 hari kerja berturut – turut, Bank Syariah Indonesia Kantor Cabang Pembantu Jakarta Kalimalang memilik 2 orang teller dan 2 orang customer service dengan standar pelayanan 2 menit/nasabah untuk teller dan 15 menit/nasabah untuk customer service. Sehingga rata – rata tingkat pelayanan ( μ ) untuk teller sebanyak 30 nasabah dan customer service sebanyak 4 nasabah dalam interval waktu 60 menit (per jam) dengan nilai rata – rata kedatangan nasabah ( ℷ ) untuk teller yaitu 7,1 ( 7 ) orang dan untuk customer service yaitu 4,5 ( 4 ) orang. Rata-rata tingkat kegunaan pelayanan ( ρ ) untuk teller sebesar 0,11833 atau 11,833% dan customer service sebesar 0,5625 atau 56,25% yang berarti pada saat pengamatan tidak terjadi antrian panjang pada teller sebab tingginya waktu teller menganggur, sedangkan antrian pelayanan pada customer service sudah optimal. ABSTRAK This study aims to determine how the queue used by Bank Syariah Indonesia Jakarta Kalimalang Sub-Branch Office. The number of samples used in this study were customers of Bank Syariah Indonesia Jakarta Kalimalang Sub-Branch Office who made transactions at the teller and customer service on Monday - Friday starting from 08:00 WIB - 14:00 WIB in quiet or crowded conditions. Based on observations for 10 consecutive working days, Bank Syariah Indonesia Jakarta Kalimalang Sub-Branch Office has 2 tellers and 2 customer service people with a service standard of 2 minutes/customer for tellers and 15 minutes/customer for customer service. So that the average level of service ( ) for tellers is 30 customers and customer service is 4 customers in a time interval of 60 minutes (per hour) with an average value of customer arrival ( ) for tellers, namely 7.1 ( 7) people and for customer service that is 4.5 ( 4 ) people. The average service usability level ( ) for tellers is 0.11833 or 11.833% and customer service is 0.5625 or 56.25%, which means that at the time of observation there was no long queue at the teller because of the high time the teller was idle, while the service queue the customer service is optimal.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Mrs SARI NUR KOMALA | ||||||||
| Date Deposited: | 02 Aug 2021 19:32 | ||||||||
| Last Modified: | 02 Aug 2021 19:32 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4414 |
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