PERFORMANCE ASSESSMENT OF THE SELF-SERVICE QUEUING SYSTEM STUDY CASE: PERTAMINA GAS STATION DAGO BANDUNG

• Main Author: Rizki Ermawan (19015078), Aria
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/25749
• Institution: Institut Teknologi Bandung

Queue or waiting line is an activity that occurs in daily human life. As well as in the daily queue in business world is a condition that happened when a process can’t access all activity at the same time. On the other hand, managing queue in business activity could be a source of competitive advantage. Nowadays, as the increasing of human population, labour cost and technology many firm change their services delivery in order to keep the profitability also to keep customer satisfaction <br /> <br /> Realizing the high performance it has to achieved, Pertamina gas station Dago Bandung has been implementing the self-service system for motorcycle gasoline refueling area. The self-service system is expected to fulfill customer demand with less queueing also to minimize cost on salary expense. <br /> <br /> This study aims to assess queuing line performance whether it aligned with the objective of the system or not and to evaluate the implementation of self-service system based on queueing theory.