The Analysis of Multiple Channels Single Phase Queuing Model After the Merger: The Case of Bank Sharia Indonesia

The Case of Bank Sharia Indonesia

DOI

10.2991/978-94-6463-244-6_65How to use a DOI?

Keywords

Queuing Model; Multiple Channels Single-Phase; Number of Arrival

Abstract

Queues often happen in everyday life. Queues occur when the demand for services exceeds the capacity provided. Long queues with long waiting times indicate poor service, which can lead to customer dissatisfaction. One of the determining factors for the success of a company, especially companies engaged in the service sector, is customer service. In the era of the industrial revolution 4.0, information and communication technology has provided fast and precise services. This study aims to analyze banking service queues at Bank Sharia Indonesia after the merger using multiple channels single-phase model. Multiple channels single-phase means there is more than one counter to serve the same service to a different customer, while a single phase means one set of operations performed. After receiving the service, the individual exits the system. This research is quantitative. The data used in this study is primary data consisting of the number of arrivals, services, and servers. Based on observations for 21 days, the average number of customer arrivals (λ) is twelve people per hour, the average customer service (µ) is six people per hour with four service facilities, and the average number of individuals in the system is two persons. The average waiting in the system is 11 min per person. The results showed that the queuing system applied at Bank Sharia Indonesia was optimal, as indicated by the usability of service facilities and the absence of customers queuing in queues (ρ) 50%.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Immas Nurhayati
AU  - Diah Yudhawati
AU  - Muhammad Jibril Avessina
AU  - Leny Muniroh
PY  - 2023
DA  - 2023/09/30
TI  - The Analysis of Multiple Channels Single Phase Queuing Model After the Merger: The Case of Bank Sharia Indonesia
BT  - Proceedings of the 20th International Symposium on Management (INSYMA 2023)
PB  - Atlantis Press
SP  - 447
EP  - 455
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-244-6_65
DO  - 10.2991/978-94-6463-244-6_65
ID  - Nurhayati2023
ER  -