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

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%.