The Analysis of Multiple Channels Single Phase Queuing Model After the Merger: The Case of Bank Sharia Indonesia

Immas Nurhayati (), Diah Yudhawati, Muhammad Jibril Avessina and Leny Muniroh
Additional contact information
Immas Nurhayati: Ibn Khaldun University
Diah Yudhawati: Ibn Khaldun University
Muhammad Jibril Avessina: Ibn Khaldun University
Leny Muniroh: Ibn Khaldun University

A chapter in Proceedings of the 20th International Symposium on Management (INSYMA 2023), 2024, pp 447-455 from Springer

Abstract: Abstract Queues often happen in everyday life. Queues occur when the demand for services exceeds the capacity provided. Long queues with long waiting times indicate poor service, which can lead to customer dissatisfaction. One of the determining factors for the success of a company, especially companies engaged in the service sector, is customer service. In the era of the industrial revolution 4.0, information and communication technology has provided fast and precise services. This study aims to analyze banking service queues at Bank Sharia Indonesia after the merger using multiple channels single-phase model. Multiple channels single-phase means there is more than one counter to serve the same service to a different customer, while a single phase means one set of operations performed. After receiving the service, the individual exits the system. This research is quantitative. The data used in this study is primary data consisting of the number of arrivals, services, and servers. Based on observations for 21 days, the average number of customer arrivals (λ) is twelve people per hour, the average customer service (µ) is six people per hour with four service facilities, and the average number of individuals in the system is two persons. The average waiting in the system is 11 min per person. The results showed that the queuing system applied at Bank Sharia Indonesia was optimal, as indicated by the usability of service facilities and the absence of customers queuing in queues (ρ) 50%.

Keywords: Queuing Model; Multiple Channels Single-Phase; Number of Arrival (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-244-6_65

Ordering information: This item can be ordered from
http://www.springer.com/9789464632446

DOI: 10.2991/978-94-6463-244-6_65

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().