SAFITRI, ISDIANTI (2021) ANALISIS OPTIMALISASI PELAYANAN KASIR TELLER PADA BANK DENGAN MENGGUNAKAN METODE ANTRIAN (Kasus Pada PT. Bank Negara Indonesia (Persero). Tbk Kantor Cabang Roa Malaka). Skripsi thesis, SEKOLAH TINGGI ILMU EKONOMI INDONESIA.
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Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis kinerja sistem antrian teller yang digunakan oleh PT. Bank Negara Indonesia (Persero). Tbk Kantor Cabang Roa Malaka. Penelitian ini menggunakan metode penelitian deskriptif. Populasi dari penelitian ini adalah seluruh nasabah yang datang melakukan transaksi pada teller di PT. Bank Negara Indonesia (Persero). Tbk Kantor Cabang Roa Malaka. Sampel ditentukan berdasarkan Purposive sampling, dimana sampel pada penelitian ini adalah jumlah nasabah yang melakukan transaksi di teller selama periode waktu 10 hari kerja mulai dari tanggal 7 Juni 2021 hingga 18 Juni 2021 mulai pukul 09:00 – 15:00 WIB. Proses analisisnya menggunakan software POM-QM for windows versi 5.3 dengan modul waiting lines. Hasil penelitian menunjukkan bahwa PT. Bank Negara Indonesia (Persero). Tbk Kantor Cabang Roa Malaka menerapkan model sistem antrian Multichannel-Single Phase. Sistem antrian yang diterapkan oleh PT. Bank Negara Indonesia (Persero). Tbk KC Roa Malaka belum optimal. Hal ini dikarenakan banyaknya waktu teller menganggur, karena tingkat kedatangan nasabah () saat pengamatan dilakukan sedang rendah dan tidak terjadi antrian yang padat. This study aims to determine and analyze the performance of the teller queuing system used by PT. Bank Negara Indonesia (Persero). Tbk Roa Malacca Branch Office. This research uses descriptive research method. The population of this study is all customers who come to make transactions at tellers at PT. Bank Negara Indonesia (Persero). Tbk Roa Malacca Branch Office. The sample is determined based on purposive sampling, where the sample in this study is the number of customers who make transactions at the teller during a period of 10 working days starting from June 7, 2021 to June 18, 2021, starting at 09:00 - 15:00 WIB. The analysis process uses POM-QM software for windows version 5.3 with waiting lines module. The results showed that PT. Bank Negara Indonesia (Persero). Tbk The Roa Malaka Branch Office applies the Multichannel-Single Phase queuing system model. The queuing system applied by PT. Bank Negara Indonesia (Persero). Tbk KC Roa Malaka not yet optimal. This is due to the large number of idle tellers, because the customer arrival rate () at the time of observation is low and there is no crowded queue.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Operasional | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | ISDIANTI SAFITRI | ||||||||
| Date Deposited: | 24 Sep 2021 16:38 | ||||||||
| Last Modified: | 24 Sep 2021 16:38 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/5200 |
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