ANALYSIS OF WAITING TIME AT HOMESICK VAPE TO DEAL WITH INCREASING CUSTOMERS, BANDUNG CITY, WEST JAVA

• Main Author: Hamonangan O. S., Isaac
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/67217
• Institution: Institut Teknologi Bandung

The habit of smoking is something that has been entrenched in society. Smokers can be found almost anywhere, including in public places. Along with the times, people are increasingly aware of their respective health, but the smoking habit does not disappear so that people begin to switch from tobacco cigarettes to electric cigarettes. People believe that e-cigarettes can be the answer to the problem of the dangers of traditional cigarettes. In Indonesia, the e-cigarette business is growing. E-cigarette products in Indonesia are very easy to find in vapestores. Homesick Vape is one of the vapestores in Bandung. The number of customers visiting the Homesick Vape Vapestore increased between October 2021 to April 2022, signaling the Homesick Vape business to grow. Homesick Vape discovered a new phenomenon, namely customer queues, with an average increase in the number of customers by 22 percent, there is only one vaporista available, so the increase in customers has not been matched by an increase in the number of vaporistas. Vapestores are often filled with customers, there are even customers who leave the vapestore because they have to queue for too long. This has the potential to eliminate vapestore revenue. This study aims to analyze the queuing problem due to the increase in customers at Homesick Vape to anticipate customer queues in the future. From these conditions, direct observations were made at the research site. The queuing system that occurs is the customer who comes first, the customer who will be served first. Customers come to vapestores randomly but vaporistas are consistent in serving their customers. Literature studies were also carried out using queuing analysis to find out the utilization of workers when there was a queue or there was no queue. The approach is carried out by quantitative and qualitative methods. Quantitative approaches such as service time, customer waiting time, and customer arrivals are measured using a timer. Qualitative approaches such as interviews with Homesick Vape owners, employees, and three visitors. This aims to analyze the factors that cause customer queues that occur at Homesick Vape. For utilization, the best operating point for service levels is close to 70% of maximum capacity. The customer is processed through the system in the critical zone between 70 and 100% capacity, but the quality of service is declining. Above the critical zone at 100% capacity customers arrive at speeds faster than they can serve, queues build up and it's likely that many customers will never be served. Customers arrive at a faster rate than they can serve above the critical zone, customer queues will grow, and many customers may never be served. From the data obtained from the timer, the average service time is 0.3873 hours. The average customer waiting time is equivalent to 0.4238 hours. The average customer arrival time is 0.4424 hours. The average customer arrival time while queuing is 0.2482 hours. From the results obtained, one vaporista is not able to serve all customers who come to the vapestore or who order online. This can be seen from the utilization obtained by 88% under normal conditions, and 156% when the queue is formed. This indicates that the service tariff has exceeded the 70% limit and has entered the critical zone. The length of service time for vape wire is one of the factors that make vaporistas take a long time to serve their customers. Customers who are confused about buying vape products are also one of the things that causes the length of service time provided by vaporistas to customers. From the results of the queuing analysis calculation, the addition of two new employees will anticipate the formation of a customer queue at Homesick Vape. It can be seen that the utilization result for three employees is 29% and when queuing is 52% which shows the utilization value obtained is below 70% and the vaporista will work well in serving its customers and can be used to deal with increasing customers in the future. To anticipate the length of time the vape wire service takes, it is necessary to renew the coiling tool. To anticipate confused customers, a tester is needed for all vape products available at vapestores.