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All Journal Jurnal Manajemen Dan Bisnis Ekonomi JPNM : Jurnal Pustaka Nusantara Multidisiplin
Najma Rifa Azini
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Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Analisis Efisiensi Layanan dan Waktu Tunggu Pelanggan di Kopi Kenangan Jalan Beringin Raya Perumnas 1 Kota Tangerang Menggunakan Metode Teori Antrian Shofia Nawang Hayyuni; Najma Rifa Azini; Asmarani Maulana Putri; Firdiansyah; Bambang Hermawan
JPNM Jurnal Pustaka Nusantara Multidisiplin Vol. 4 No. 1 (2026): February : Jurnal Pustaka Nusantara Multidisiplin (ACCEPTED)
Publisher : SM Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59945/jpnm.v4i1.1022

Abstract

Teori Antrian adalah cabang matematika yang mempelajari sistem antrian yang muncul ketika jumlah permintaan melebihi kemampuan pelayanan. Teori ini menganalisis bagaimana pelanggan datang, berapa banyak pelayan yang diperlukan, serta berapa lama waktu yang mereka habiskan menunggu, dengan tujuan menemukan titik seimbang yang optimal antara biaya pelayanan dan biaya menunggu. Penelitian ini bertujuan untuk menganalisis cara kerja sistem pelayanan dan waktu yang dihabiskan pelanggan saat menunggu di gerai Kopi Kenangan yang berada di Jalan Beringin Raya, Perumnas 1, Kota Tangerang. Penelitian ini menggunakan teori antrian untuk memahami lebih jelas bagaimana sistem antrian berjalan. Minat yang tinggi dari para pelanggan terhadap minuman kopi modern menyebabkan timbulnya antrian, yang bisa mempengaruhi kepuasan pelanggan dan efisiensi kerja toko. Metode yang digunakan adalah pengamatan langsung terhadap cara pelanggan datang dan waktu yang dibutuhkan untuk melayani mereka. Model teori antrian diterapkan untuk mengidentifikasi berbagai karakteristik sistem antrian, seperti jumlah pelanggan yang datang (λ), jumlah pelanggan yang dilayani (μ), jumlah orang yang sedang dalam sistem, waktu tunggu di antrian, serta tingkat penggunaan server. Data dikumpulkan melalui pengamatan di lapangan di berbagai waktu operasional untuk memahami perubahan kebutuhan pelanggan secara menyeluruh. Hasil penelitian menunjukkan karakteristik sistem antrian yang terjadi, tingkat efisiensi pelayanan saat ini, serta beberapa rekomendasi untuk meningkatkan kinerja pelayanan dan mengurangi waktu menunggu pelanggan. Penelitian ini diharapkan bisa memberikan manfaat bagi manajemen Kopi Kenangan dalam meningkatkan kualitas pelayanan dan kepuasan pelanggan melalui pengelolaan antrian yang lebih baik.
Kontribusi Motivasi Kerja dan Disiplin Kerja terhadap Kinerja Karyawan di Cafe Empat Kota Serang Farkhah Rosalia; Najma Rifa Azini; Muhamad Aji Pariji; Syahrizal Fahmi Sidiq; Ahmad Solihin
JURNAL MANAJEMEN DAN BISNIS EKONOMI Vol. 4 No. 2 (2026): April: JURNAL MANAJEMEN DAN BISNIS EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jmbe-itb.v4i2.4235

Abstract

This research investigates the influence of employee motivation and work discipline on staff performance at Cafe Empat, located in Serang City. In the hospitality and food service industry, human resources serve as a critical element for operational success due to continuous face-to-face customer interactions. Utilizing a quantitative, causal-associative framework, this study examined the entire population of 45 employees using a total sampling technique. Primary data gathered via structured Likert-scale questionnaires were processed using IBM SPSS v.26 for multiple linear regression analysis, following rigorous classical assumption testing (normality, multicollinearity, and heteroscedasticity). Results show that work motivation has a significant positive effect on employee performance (t = 4.217; p < 0.05), as does work discipline (t = 3.985; p < 0.05). The F-test confirms that both variables jointly exert a significant positive influence on performance (F = 29.843; p < 0.05). The coefficient of determination (R2 = 0.684) indicates that 68.4% of variance in employee performance is explained by these two variables, while the remaining 31.6% is attributed to factors not included in the model. Management is advised to consistently develop motivational programs and enforce disciplinary standards to sustain productivity and competitive advantage.
Peran Motivasi Kerja dan Disiplin Kerja dalam Meningkatkan Kinerja Karyawan di Cafe Empat Kota Serang Farkhah Rosalia; Najma Rifa Azini; Muhamad Aji Pariji; Syahrizal Fahmi Sidiq; Ahmad Solihin
JURNAL MANAJEMEN DAN BISNIS EKONOMI Vol. 4 No. 2 (2026): April: JURNAL MANAJEMEN DAN BISNIS EKONOMI
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jmbe-itb.v4i2.4236

Abstract

This study examines how work motivation and work discipline shape the job performance of employees at Cafe Empat, Serang City. The culinary and hospitality sector relies heavily on human resources as the backbone of service quality, given the high frequency of direct customer interactions involved. Adopting a quantitative, causal-associative research design, this investigation encompassed the entire workforce of 45 employees through a census or total sampling approach. Structured Likert-scale questionnaires served as the primary data collection instrument, and the resulting data were subjected to multiple linear regression analysis via IBM SPSS version 26, after satisfying the prerequisites of classical assumption tests covering normality, multicollinearity, and heteroscedasticity. The analysis reveals that work motivation exerts a significant positive impact on employee performance (t = 4.217; p < 0.05), and the same holds true for work discipline (t = 3.985; p < 0.05). An F-test further confirms that both variables, when considered jointly, produce a significant combined effect on performance (F = 29.843; p < 0.05). The coefficient of determination (R2 = 0.684) indicates that the two predictors collectively account for 68.4% of the variance in employee performance, with the remaining 31.6% attributable to other factors outside the model. On the basis of these findings, it is recommended that management at Cafe Empat invest in structured motivational frameworks and reinforce discipline systems as complementary levers for sustained operational excellence.
Co-Authors Ahmad Solihin Asmarani Maulana Putri Farkhah Rosalia Firdiansyah Muhamad Aji Pariji Shofia Nawang Hayyuni Siswahyudianto Syahrizal Fahmi Sidiq