EVALUASI PELAYANAN TERHADAP ANTRIAN NASABAH PADA PT. BANK MALUKU – MALUKU UTARA CABANG UTAMA AMBON

Abstract

Abstract; The main objective of this research is; first, to evaluate the performance of the queue and the second teller; to determine the optimal system is not used for this service. To achieve the objectives of this study, the data collection by observation techniques are not directly involved in the service counter for 10 working days. The collected then analyzed systematically by using multiple analysis models in queuing theory. From the results turned out to conditions that existed at the service level of 0.02 is optimal, on the one hand still queue waiting customers served 1.25. Therefore, it should be served with five counters so that the service during peak hours to be optimal and at the same time nothing is queued in front of the booth with a longer time.

Keywords: waiting line, evaluation systems, services system