BKG

Claudia, Regina (2019) Karaketeristik Antrian Layanan Teller Menggunakan Model Antrian Multi Channel-Single Phase (Studi Kasus: BNI KC Brawijaya). Sarjana thesis, Universitas Brawijaya.

Indonesian Abstract

Perbankan merupakan perusahaan jasa yang penting bagi perekonomian suatu negara, sehingga kompetisi antara perusahaan bermunculan. Antrian nasabah menjadi perhatian penting karena mempengaruhi kepuasan nasabah. Model antrian dipakai untuk menentukan jumlah fasilitas sehingga dapat melayani nasabah dengan memberikan kinerja pelayanan yang efesien dan kepuasan nasabah tercapai. Penelitian ini membahas tentang karakteristik antrian di BNI KC Brawijaya. Model antrian yang digunakan adalah (M/M/4):(FCFS/∞/∞). Data yang digunakan pada penelitian ini adalah waktu antar kedatangan dan lama waktu pelayanan setiap hari Senin-Jumat tanggal 4-15 Februari 2019. Dari hasil uji distribusi menggunakan uji Kolmogrov-Smirnov diperoleh bahwa pola kedatangan berdistribusi Poisson dan waktu pelayanan berdistribusi Eksponensial. Berdasarkan penelitian, karakteristik sistem antriannya adalah disiplin antrian First Come First Serve (FCFS), struktur antrian Multi Channel-Single Phase, populasi tidak terbatas, dan panjang antrian tidak terbatas. Hasil perhitungan karakteristik diperoleh λ = 32,2822 nasabah/jam, μ = 10,5280 nasabah/jam, P0 = 3,41%, Lq = 1,767 nasabah, Ls = 4,8334 nasabah, Wq = 0,0547 jam (3,282 menit), Ws = 0,1497 jam (8,982 menit), dan ρ = 76,66%. Hal tersebut menunjukkan bahwa teller cukup sibuk.

English Abstract

Banking is a service company that is important for the country, so that competition between companies emerges. Queues are an important concern. The queuing model used to determine the amount needed can serve consumers by providing efficient service improvements and customer satisfaction. This research discusses about the characteristics of the queue at BNI KC Brawijaya. The queue model used is (M/M/4): (FCFS/∞/∞). The data that be used in this research are the data of arrival and service time every Monday to Friday on February 4 to 15, 2019. From the results of the distribution test using the Kolmogrov-Smirnov test obtained that the data of arrival follows a Poisson distribution and the service time follows an Exponential distribution. Based on the research, the characteristics of the queuing system are First Come First Serve (FCFS) queuing discipline, Single Channel-Multi Channel queue service, unlimited population, and unlimited queue length. The characteristic calculation results obtained λ = 31.7778 custromers/ hour, μ = 10.4765 custromers/ hour, P0 = 3.59%, Lq = 1.6435 custromers, Ls = 4,6767 custromers, Wq = 0,0517 hours (3,282 minutes), Ws = 0,1472 hours (8,982 minutes), ρ = 75.83%. This indicates that the server is quite busy.

Other Language Abstract

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Item Type: Thesis (Sarjana)
Identification Number: SKR/MIPA/2019/176/051910900
Uncontrolled Keywords: Karakteristik antrian, Multi Channel-Single Phase, First Come First Serve. characteristics of the queue, Multi Channel-Single Phase, First Come First Serve.
Subjects: 500 Natural sciences and mathematics > 519 Probabilities and applied mathematics > 519.8 Special topics of applied mathematics > 519.82 Queuing
Divisions: Fakultas Matematika dan Ilmu Pengetahuan Alam > Matematika
Depositing User: Budi Wahyono
URI: http://repository.ub.ac.id/id/eprint/178631
Text
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