Analisis Sistem Antrean Layanan Teller

Abstract

A bank is a financial institution that plays an important role in fulfilling and providing various financial services to customers. The increase in the number of customers and service time leads to queuing, especially at the teller section, thereby affecting waiting times. This article discusses customer queues at the teller service of Bank R in West Nusa Tenggara Province (NTB). Queues arise when service demand exceeds available capacity, causing customers to wait due to limited teller services. This study aims to analyze the optimization of the queuing system at teller services using the Multi-Channel Single-Phase queuing model. This model features multiple entry lines into the service system but only one service facility. The results show that the service intensity level () from Monday to Friday is , , , , and , respectively. Since , the steady-state condition is met. Thus, the queuing system performance can be considered optimal.Artikel ini membahas antrean nasabah pada layanan teller Bank R di Provinsi NTB (Nusa Tenggara Barat). Antrean muncul karena adanya kebutuhan layanan melebihi kapasitas yang tersedia sehingga nasabah harus menunggu akibat keterbatasan pelayanan di bagian teller. Pada penelitian ini, analisis optimalisasi sistem antrean pada layanan teller menggunakan model antrean Multi Channel Single Phase menjadi tujuannya. Model antrean ini memiliki beberapa jalur masuk ke sistem pelayanan namun hanya satu fasilitas pelayanan. Hasil penelitian menunjukkan bahwa tingkat intensitas pelayanan (rho) pada hari Senin hingga Jumat berturut-turut adalah 0.97, 0.98, 0.97, 0.70, dan 0.92. Karena rho<1, kondisi steady state terpenuhi. Dengan demikian, kinerja sistem antrean dapat dianggap optimal