ROSIDI, MUHAMMAD (2022) ANALISIS TEORI ANTRIAN TERHADAP EFEKTIVITAS PELAYANAN PADA SATE AYAM CAK NUR DI JAKARTA UTARA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk menganalisis kinerja sistem antrian dan mengetahui model antrian pada sate ayam Cak Nur di Jakarta Utara. Metode yang digunakan dalam penelitian ini adalah penelitian survei pengamatan. Populasi dalam penelitian ini adalah seluruh masyarakat yang melakukan pembelian pada sate ayam Cak Nur di Jakarta Utara. Sampel dalam penelitian ini adalah 110 pelanggan. Metode analisis data yang digunakan adalah analisis sistem antrian dan analisis jawaban wawancara pelanggan. Model analisis sistem antrian adalah model multi channel single phase atau M/M/S. Hasil perhitungan analisis menggunakan program Software POM-QM versi 5. Hasil penelitian selama 4 hari dengan menggunakan 3 service advisor menunjukan bahwa sistem antrian pada sate ayam Cak Nur di Jakarta Utara belum optimal atau perlu adanya evaluasi dalam penelitian ini pada sate ayam Cak Nur di Jakarta utara untuk mengetahui tingkat kepuasan terhadap efektifitas pelayanan menyatakan berdasarkan hasil jawaban responden dalam bagian bukti langsung (tangibles) pada pelayanan kurang puas, kehandalan (reability) pada pelayanan puas, daya tanggap (responsiveness) pada pelayanan puas, jaminan (assurance) pada pelayanan puas dan empati (emphaty) pada pelayanan puas. Kata Kunci: Sistem Antrian, Efektivitas Pelayanan ABSTRACT This study aims to analyze the performance of the queuing system and determine the queue model for sate ayam Cak Nur in North Jakarta. The method used in this research is an observational survey research. The population in this study were all people who bought sate ayam Cak Nur in North Jakarta. The sample in this study were 110 customers. The data analysis method used is queuing system analysis and customer interview answer analysis. The queuing system analysis model is a multi channel single phase or M/M/S. The results of the analysis calculations using POM-QM software version 5. The results of the research for 4 days using 3 service advisors showed that the queuing system for sate ayam Cak Nur in North Jakarta was not optimal or an evaluation was needed in this study on sate ayam Cak Nur in North Jakarta to determine the level of satisfaction with the effectiveness of the service stated based on the results of the answers. respondents in the direct evidence section (tangibles) on unsatisfied services, reliability (reliability) on satisfied services, responsiveness (responsiveness) on satisfied services, assurance on satisfied services and empathy on satisfied services. Keywords: Queue System, Service Effectiveness
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Muhammad Rosidi | ||||||||
| Date Deposited: | 04 Apr 2022 06:24 | ||||||||
| Last Modified: | 04 Apr 2022 06:24 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/7413 |
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