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All Journal Jurnal Manajemen dan Agribisnis Buletin Ekonomi Perikanan JDM (Jurnal Dinamika Manajemen) JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Forum Agribisnis Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Consumer Science Journal of Consumer Sciences Jurnal Ilmu Keluarga dan Konsumen International Research Journal of Business Studies (E-Journal) Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control Aptisi Transactions on Technopreneurship (ATT) Jurnal Doktor Manajemen (JDM) Value: Jurnal Manajemen dan Akuntansi Dinasti International Journal of Education Management and Social Science Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Review and Case Studies Journal La Lifesci International Journal of Social Service and Research Action Research Literate (ARL) Indonesian Journal of Multidisciplinary Science Jurnal Locus Penelitian dan Pengabdian International Journal of Cyber and IT Service Management (IJCITSM) Jurnal Pusat Inovasi Masyarakat ASEAN Marketing Journal Journal of Economics and Management Scienties Jurnal Penelitian Pendidikan Indonesia Asian Journal of Social and Humanities International Research Journal of Business Studies Atestasi : Jurnal Ilmiah Akuntansi
Popong Nurhayati
SB IPB University, Jl. Raya Pajajaran, RT.03/RW.06, Babakan, Kecamatan Bogor Tengah, Kota Bogor, Jawa Barat 16128, Indonesia
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Other

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The Effectiveness of Claim Queue Services and Participant Reception on the Onsite Queue System Nur, Arfandi; Nurhayati, Popong; Sari, Linda Karlina
Jurnal Ilmiah Manajemen Kesatuan Vol. 14 No. 2 (2026): JIMKES Edisi March 2026
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v14i2.4941

Abstract

The study specifically seeks to identify factors influencing participant acceptance, analyze the service load of the manual queuing system, and provide recommendations for effective claim service load management. A mixed-methods approach was used, combining quantitative surveys and qualitative in-depth interviews. Data were analyzed using the Technology Acceptance Model (TAM), Structural Equation Modeling–Partial Least Squares (SEM-PLS), and the Multiple Channel Queuing System framework. Results show that social influence does not significantly affect perceived usefulness, but has a significant effect on perceived ease of use. Furthermore, perceived ease of use significantly influences perceived usefulness and behavioral intention, while perceived usefulness does not significantly affect behavioral intention. Behavioral intention, in turn, has a significant effect on actual system use. While participants generally demonstrate high digital literacy, formal organizational communication channels remain underutilized. Analysis of the manual queuing system also indicates that service waiting times have not met established performance targets. This study provides an integrated analysis combining TAM, SEM-PLS, and Multiple Channel Queuing System modeling to evaluate public service performance. Findings offer strategic recommendations to optimize queue management and enhance service efficiency across branches.
Co-Authors Abdullah, Jidin Achmad Fadillah Adisty, Mohamad Rhesa Aditya Asmara Nala Agus Buono Ahmad Fahrudin Alexandrina, Elke Alwinie, Ade Agusti Andrini, Raissa Fidela Anggraini Sukmawati Anggraini Sukmawati Anggraini, Raden Isma Anita Primaswari Widhiani Anjani, Gita Indri Anna Fatchiya Annisa Ramadanti Arif Imam Suroso Asep Taryana Asnawi, Yudha Heriyawan Bachtiar, Muchamad Bagus Sartono Bahukeling, Trukan Sri Banowati, Benna Budiarti, Raden Rara Arifah Mulyo Chasanah, Alfa Darmaningsih . Dikky Indrawan, Raden Dominicus Savio Priyarsono Dwi Romadhani Ekananta, Arry Eko Susetyono Elfrida, Elsi Erjayana Ginting Erjayana Ginting Fadhila Akmaliyah Faiqoh, Nadya Kamilia Fairuz Malinda Rahma Fauzan Firdaus Risya Febriantina Dewi Fuad Wahdan Muhibuddin Ginting, Erjayana Goranda, Iqra Rizky Hadi, Dhea Savira Hakim, Dedi Budiman Handayani, Irma Tuti Handito Hadi Joewono Handito Hadi Joewono Harianto Harianto Harianto Henrikus Passlamanto Heny Kuswanti Suwarsinah Hidayat, Yayat Syariful Iis Diatin Imam Suroso, Arif Imam Teguh Saptono Indrawan, Dikky Iqra, Iqra Rizky Goranda Ivan Godang Wardiman Jauhari, Muhammad Alvin Kaiwa, Ogan Khairiyah Kamilah Khairunnisa Ismah Krisnandiva, Radya Ayu Kumalasari, Aristin Nanda Lilik Noor Yuliati Linda Karlina Sari Lohita, Handinata D. Lukman M. Baga Lukman M. Baga Lusi Fausia Maulana, Syahrial Megawati Simanjuntak Megawati, Lokita Rizky Mila Jamilah Mila Jamilah Moch Prihatna Sobari Mohamad Sahid Rahman Musa Hubeis Nala, Aditya Asmara Ningrum, Intan Cahya Noorisiva Larasati Nur Hasanah Nur, Arfandi Nurjanah, Audra Siti Nurlinda Dewi Kusumah Nurrahmaniah, Nurrahmaniah Primanda, Galih Rafdi Dzulfikar Ramdhani Retnaningsih Riska Ariyanti, Riska Rita Nurmalina Rizal Syarief Rizal Syarief Rombebunga, Meyjerd Sandy Gunawan Satria, Muhammad Rachmadi Septian, Muhammad Rayno Shalihati, Fithriyyah Shidqi, Salman Fauzan Siti Jahroh Siti Rachmawati, Tisa Sitompul, Firdaus Marihot Sufrin Hannan Sugiarto, Anto Tri Susetyono, Eko Tandra, Hansen Teguh Suryanto Tiffani Dias Anggraeni Titin Maytani Trukan Sri Bahukelling Tuhpawana Priatna Sendjaja Ujang Sumarwan Ujang Sumarwan Wawan Okatriza Widaningsih Widaningsih, Widaningsih Widhiani, Anita Primaswari Windayani, Fina Yosini Deliana Yudha Heryawan Asnawi Yunus Triyonggo, Yunus Zenal Asikin