OPTIMALISASI JUMLAH FASILITAS LAYANAN NASABAH DI BANK XXX KCP UNIVERSITAS MUHAMMADIYAH MALANG

PT Bank XXX KCP Universitas Muhammadiyah Malang is a company operating in banking sector. The purpose of this study is to assess the optimal level of customer service and teller facilities available at Bank XXX KCP UMM and to determine the number of customer service and teller facilities that should be added or reduced at Bank XXX KCP UMM. The study was conducted using the Multi-Channel Single-Phase (M/M/S) queueing model. The analysis results indicate that using 2 CS shows better performance than the standard, while using two and one teller also shows better performance than the company's standard. Therefore, it can be concluded that the teller and customer service system is already optimal under normal conditions. 2 CS can handle queues and use 1 teller during normal hours, and increase to 2 tellers during peak hours.