ANALYSIS OF QUEUING SYSTEM AT TELLER BANK RAKYAT INDONESIA CENGKARENG TIMUR UNIT OFFICE

• Main Author: Wirapradana (19015118), Khitah
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28481
• Institution: Institut Teknologi Bandung

Competition between banks is increasingly emerging. To provide added value to customers, effective queuing line is one from many form of services that needs more attention, since it can be one factor that can affects customer satisfaction. <br /> <br /> At Teller of Bank Rakyat Indonesia Cengkareng Timur Unit Office, long queuing line can be seen in the waiting room, where people can almost fill the entire room. This concerns the convenience of customers and it can lower customer satisfaction. This study aims to analyze the effectiveness of queuing system at Teller of Bank Rakyat Indonesia Cengkareng Timur Unit Ofice. <br /> <br /> This research was conducted for 10 days during March until May 2018 on weekdays, from 08.00 until 15.00. The sample is 40 first customers each day, and researcher gathered data about duration of service time and waiting time, numbers of teller that available to handle the customers, and numbers of customer served in units per time. The data then processed by Microsoft Excel 2007, and also calculated using Queuing Model B formula, so researcher can give appropriate recommendations to Bank Rakyat Indonesia Cengkareng Timur Unit Office about how to solve the queuing problem. <br /> <br /> The observation result shows that current Teller queuing system in Bank Rakyat Indonesia Cengkareng Timur Unit Office that only has 2 teller counters is severely ineffective and need improvements, especially in number of teller to serve customers.