Analisis Sistem Antrian pada Bank BRI KC Pasir Kaliki Bandung menggunakan Model Multi Channel Single Phase

Dila Fadilah; Somadi

doi:10.59061/dinamikapublik.v4i3.1501

Authors

Dila Fadilah Universitas Wanita Internasional
Somadi Universitas Wanita Internasional

DOI:

https://doi.org/10.59061/dinamikapublik.v4i3.1501

Keywords:

Banking, M/M/2 Model, M/M/3 Model, Queuing System, Service

Abstract

Queues are one of the problems in banking services that can affect customer waiting time and service effectiveness. This study aims to analyze the performance of the teller queuing system and determine alternative service improvements at Bank BRI KC Pasir Kaliki Bandung. The study employed a quantitative approach using the (M/M/S) queuing model. Data were obtained through direct observation of customer s and service times, then analyzed mathematically and confirmed using POM-Qm software. The results of the M/M/2 model analysis showed an of 21,7 customers per hour and a service rate of 12,25 customers per hour, with a utilization rate of 88,6%, an average of 6,49 customers in the queue, and a waiting time of 17,94 minutes. The proposed addition of one teller using the M/M/3 model reduced the utilization rate to 59,0%, the average number of customers in the queue to 0,494 customers, and the waiting time to 1,37 minutes. These results indicate that adding one teller can reduce queues and improve service effectiveness.

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