Penerapan sistem antrian model M/M/S dan analisis kepuasan nasabah pada Bank BRI KCP Batutulis Bogor

Abstract

Queuing is a problem often faced by customers at a bank. The use of queuing models can assist bank management in designing queuing systems. The purpose of this study is to analyze the performance of a queuing system and find the optimal solutions, analyzing the customer satisfaction level of bank services, and analyze customers' brand loyalty to service quality. The method used to analyze the queuing system is a queuing system model of M/M/S and standard queuing system, while to analyze the level of satisfaction with the Customer Satisfaction Index (CSI) and the Important Performace Analysis (IPA). In actual conditions, customers have an average waiting time in the system value for 55.05 minutes. Optimal solution with the use of 3-teller of Rp126 951. The level of customer satisfaction on bank service attributes are satisfied with the CSI value of 79.49% while the calculation of Importance-Performance Analysis (IPA) was obtained attributes that a top priority is to increase customer satisfaction queuing systems, performance of ATM and parking area. The results of the analysis of brand loyalty that includes a switcher, habitual buyer, satisfied buyer, liking the brand and committed buyer, BRI KCP Batutulis, Bogor showed good results up to the level of liking the brand.