Nadila Agustin Eka Wulandari, Riska Wahyu Romadhonia
Banks are financial institutions that interact directly with customers every day. The banking services industry is closely related to trust, service, and the best relationships with consumers. The quality of the service provided has a close relationship with consumer satisfaction. The increase in customer arrivals at certain times causes long and long queues. Customers can assess the quality of a bank's operating system based on the length of waiting time or the speed of customer service in providing services to customers. So, the bank must be able to provide the best service by improving its operating system so that customers do not have to wait or queue for too long. This observation was carried out from May 27 2024 to June 5 2024 for 7 hours every day, namely 08:00-15:00 WIB. The data taken in this research is time data arrival and service time. This study was chosen using the Poisson distribution test and exponential distribution. The queuing system model at Bank Tabungan Negara Surabaya Branch uses a Multiple Channel Single Phase with 2 service facilities. Follows the model (M/G/2):(FIFO/∞/∞). Average arrival rate (λ) = 0,070 minutes per customer; Average service time (μ) = 0,077 minutes per customer; Measure Steady State (p) = 0,45 minutes per customer; Average number of customers waiting in the queue (Lq) = 0,22 per customer; Average time spent waiting in the queue (Wq) = 3,14 minutes per customer; Average number of customers waiting in the system (Ls) = 1,12 per customer; Average time spent in the system (Ws) = 16,12 minutes per customer; Expected Service Time (Wt) = 12,98 minutes per customer. Therefore, with 2 customer service representatives, the service at Bank Tabungan Negara Surabaya Branch is already optimal. However, during certain hours when there are long queues, having 2 customer service representatives is less effective. © 2025 Author(s).
Mathematics Study Program, Surabaya State University, Surabaya, Indonesia
