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All Journal OPSI JURNAL Al-AZHAR INDONESIA SERI SAINS DAN TEKNOLOGI Journal of Appropriate Technology for Community Services IJECS: Indonesian Journal of Empowerment and Community Services Jurnal Aplikasi Ilmu Teknik Industri (JAPTI) Jurnal Pengabdian Masyarakat untuk Negeri (UN-PENMAS) Jurnal Inkofar Jurnal Penelitian dan Pengabdian Masyarakat
Lestari, Mathilda Sri
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ANALYSIS OF SERVICE QUEUE SYSTEM AT BANK JATENG UNIVET OFFICE WITH WIN QSB METHOD Darsini, Darsini; Lestari, Mathilda Sri; Suprapto, Suprapto
Jurnal Inkofar Vol 9, No 2 (2025)
Publisher : Politeknik META Industri Cikarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46846/jurnalinkofar.v9i2.474

Abstract

Queueing problems at service facilities often lead to long waiting times during peak hours. At the Bank Jateng service counter located at Univet, which serves both students and surrounding residents, queue congestion frequently occurs at the beginning of the month and during certain service hours. This study aims to analyze the queueing system at the Bank Jateng Univet Office using a single-channel, single-phase (M/M/1) queueing model. The analysis was conducted using WinQSB software based on primary data collected through direct observation during operational hours and interviews with bank staff. The results show that the average customer arrival rate (λ) was 23 customers per hour, while the service rate (μ) was 26 customers per hour. The average number of customers in the system (Ls) was 11 people, with an average queue length (Lq) of 10 people. The average time spent in the system (Ws) was 0.5 hours. The service facility utilization rate (ρ) reached 88.46%, indicating a high workload level. Although the system operates under stable conditions, service capacity improvements are recommended to reduce waiting times during peak periods.
Co-Authors Darsini Darsini . . Hartanti, Sri Hendramawat Aski Safarizki Hetrianto, Roman Komariah, Ainur Lukmiyati, Sri Maria Puspita Sari, Maria Puspita Muhammad Husein Rahmat Saleh Rahmatul Ahya Rian Prasetyo Santoso, Fajar Dwi SUPRAPTO Suprapto Suprapto Suprapto, Darsini