ISTIQOMAH, AULIA (2016) PENERAPAN SISTEM PELAYANANTELLERDAN KINERJA SISTEM ANTRIAN BERDASARKAN SISTEM MULTIPLE CHANNEL-SINGLE PHASE DENGAN MENGGUNAKAN RUMUS ANTRIAN MODEL B (JALUR BERGANDA) TERHADAP KEPUASAN NASABAH PADA PT BANK WOORI SAUDARA INDONESIA, TBK CABANG PALEMBANG. Other thesis, POLITEKNIK NEGERI SRIWIJAYA.
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Abstract
Dimensions system quality service at PT Bank Woori Sauadara Indonesia, Tbk Branch Palembang is seen in a Likert scale showed poor quality and almost good between 20% - 60%. Seeing a queue is a usual thing in PT Bank Woori Saudara Indonesia 1906, Tbk. Branch of Palembang. The goal of this research is to know how queue system works at PT Bank Woori Saudara Indonesia 1906, Tbk. Branch of Palembang. Based on research,M/M/S model (Multiple Query System) which is used by PT Bank Woori Saudara Indonesia, Tbk. Branch of Palembang has been worked as well as possible because the longest time that customers use in a queue at about 0,09 minutes and the longest queue is 0,1630 people and happens at 14.00 am-15.00 am only. But sometimes tellers of this bank who give service to costumers only 2 tellers because the other teller works in special service or tax and wage side. Based on the calculation, this condition will be affect in some work time (14.00-15.00) queue’s number is 6,954 minutes and the longest queue is 1,2865 people. Indeed, PT Bank Woori Saudara Indonesia 1906, Tbk. Branch of Palembangneed to think costumers coming time and queue number of customers,it is important to make a good environment of the bank, make the customers feel comfort for services and also help work of transaction system because customer satisfaction is more important in the office.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Queue System, Teller Service and Customer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 14 Feb 2017 04:24 |
| Last Modified: | 14 Feb 2017 04:24 |
| URI: | http://eprints.polsri.ac.id/id/eprint/3292 |
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