Pasaribu, Betsy Tiurma (2025) Implementasi Teori Antrian Untuk Meningkatkan Efisiensi Waktu Pada Pasien Bpjs Rawat Jalan Di RS Royal Surabaya. (Implementation of Queue Theory to Improve Time Efficiency for BPJS Outpatient Patients at Royal Hospital Surabaya). Masters thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
BPJS outpatient services in hospitals continue to face a major problem in the form of long patient waiting times. This condition affects service efficiency and may reduce service quality and patient satisfaction. Therefore, an effective service system management based on quantitative analysis is required. This study aims to analyse the queuing system in BPJS outpatient services at RS Royal Surabaya and to formulate improvement alternatives to enhance service time efficiency through the application of queuing theory. This study employs a quantitative approach using descriptive and analytical methods. Primary data were collected through direct observation of patient arrival rates, service times, and service capacity at the BPJS outpatient unit. Secondary data were obtained from relevant hospital documents and reports. Queuing system analysis was conducted using single-channel and multi-channel models (M/M/1 and M/M/s). System performance was evaluated based on indicators such as average patient waiting time, queue length, service utilization rate, and overall service efficiency. The results indicate that the BPJS outpatient service system at RS Royal Surabaya experiences a high level of service utilization, particularly during peak hours, resulting in relatively long patient waiting times. The implementation of a more optimal queuing model with adjustments to the number of service facilities is proven to significantly reduce waiting time and improve service efficiency. This study concludes that queuing theory serves as an effective analytical tool to support managerial decision-making in improving the performance of BPJS outpatient services in hospitals. Keywords: Queuing Theory, Service Efficiency, Waiting Time, BPJS Outpatient Services, Hospital Management.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Queuing Theory, Service Efficiency, Waiting Time, BPJS Outpatient Services, Hospital Management. |
| Subjects: | Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science |
| Divisions: | Fakultas Ekonomi dan Bisnis > Magister Manajemen |
| Depositing User: | 1262400014 Betsy Tiurma Pasaribu |
| Date Deposited: | 17 Jul 2026 07:22 |
| Last Modified: | 17 Jul 2026 07:22 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/45276 |
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