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All Journal Jurnal Ilmiah Manajemen Kesatuan
Nur, Arfandi
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Economics, Econometrics & Finance Social Sciences

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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 Linda Karlina Sari Popong Nurhayati