Analisis Teori Antrian Multi Channel Single Phase pada Pelayanan Teller PT Bank Negara Indonesia (Persero) Tbk Cabang Utama Bulukumba
Abstract
Antrian adalah kondisi ketika pelanggan mengalami waktu tunggu dalam pelayanan di tempat umum misalnya pada bank. Keadaan tersebut terjadi karena ketidakseimbangan antara fasilitas pelayanan dengan nasabah yang dilayani jumlahnya lebih banyak sehingga tingkat kesibukan Teller tinggi dan akhirnya terjadi antrian panjang pada bulan November tahun 2022. Tujuan dalam penelitian ini adalah untuk meminimumkan antrian panjang dengan model Multi Channel Single Phase di PT Bank Negara Indonesia Persero Tbk Cabang Utama Bulukumba. Hasil penelitian memperlihatkan bahwa antrian pada PT BNI Bulukumba tingkat kesibukan untuk 3 Teller sebesar 62% yang membuktikan kesibukan Teller tinggi dalam melayani nasabah. Oleh karena itu, perlu penambahan Teller untuk memininumkan antrian panjang namun tetap memperhatikan waktu mengganggur dari Teller tersebut. Jadi, jumlah Teller yang optimal dalam meminimukan antrian panjang yaitu 4 Teller dengan tingkat kesibukan sebesar 46%. Sementara saat penambahan menjadi 5 orang Teller diperoleh tingkat kesibukan sebesar 37% yang menunjukkan bahwa antrian tersebut kurang optimal karena waktu menganggur lebih banyak dibandingkan dengan jam kerja dari Teller
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