KATEGORI : Artikel Ilmiah

PERAN : Ketua

TAUTAN AKSES : artikelilmiah_2011_dewadi

ABSTRAK :

Customer needs fulfillment are excellent banking services that can generate loyal customers and increasing customer satisfaction. The demand for time efficiency in completing transactions in a bank, is associated with a queuing system where it is included in the transaction through the speed of service and the number of customer service and teller. However, the concept of customer service not only depend on the existing service at cash offices or branch offices conducted by care workers, but it is the overall service performance.In this study, a computer-based simulation where the output can describe the characteristics and behavior of the observed system is designed and developed. Simulation is useful in providing information and knowledge about the existing banking customer service system and in developing scenario models to achieve an efficient service.From the output of the simulation results, we found that in normal season service with addition of passbook updater scenario, the average waiting time can be reduced as much as 4.74 minutes and the average utilization of customer service can achieve the highest efficiency to 68%. In high season service with addition of customer service scenario the average waiting time can be reduced as much as 10.97 minutes and the average utilization of customer service can achieve the highest efficiency to 60%.