Analisa Jumlah Teller Optimal Berdasarkan Teori Antrian (Studi Kasus : Bank Bca Kcu Galaxy Surabaya) (Analysis of Optimal Number of Tellers Based on Queuing Theory (Case Study: Bank Bca Kcu Galaxy Surabaya))

Salsabela, Regina Luisya (2022) Analisa Jumlah Teller Optimal Berdasarkan Teori Antrian (Studi Kasus : Bank Bca Kcu Galaxy Surabaya) (Analysis of Optimal Number of Tellers Based on Queuing Theory (Case Study: Bank Bca Kcu Galaxy Surabaya)). Undergraduate thesis, universitas 17 Agustus 1945 Surabaya.

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Abstract

Bank BCA KCU Galaxy is one of the main branch offices of Bank BCA in Region III which is located in Surabaya, East Java. Bank BCA KCU Galaxy is one of the banks that is favored by customers because of its spacious, comfortable place, and friendly service to customers. This branch serves both regular and priority customers, where currently BCA KCU Galaxy has 8 Tellers and 10 Customer Service. In providing services to customers, especially Tellers, Bank BCA KCU Galaxy demands its frontliners to be able to serve customers quickly and thoroughly in order to create customer satisfaction in transactions. However, there are often cases of overflowing customer queues at the beginning of the month and the end of the month where customers cancel the queue because of the large number of customer queues and long waiting times. In this case, the author conducts research on the spot to find a solution on how to solve this case by using one of the industrial engineering sciences, namely the industrial system simulation method by creating a queue simulation and using internal data to support this research, which is expected to be able to provide solutions for companies to be able to overcome problems and be able to provide the best service for BCA KCU Galaxy Surabaya bank customers.Meanwhile, if the customer queue is not crowded, the optimal number of tellers is 6 people. Keywords: Queuing System Analysis, Teller Service, Customer Satisfaction

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Queuing System Analysis, Teller Service, Customer Satisfaction
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Fakultas Teknik > Program Studi Teknik Industri
Depositing User: 1411800098 Regina Luisya Salsabela
Date Deposited: 22 Aug 2022 07:08
Last Modified: 22 Aug 2022 07:08
URI: http://repository.untag-sby.ac.id/id/eprint/18018

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