QUEUE PERFORMANCE IN GOVERNMENT BANKS
yetty dwi lestari

airlangga university

Abstract

banking services are always required to provide excellent service to their customers. The important services are tellers who often rated as professional standards by customers and their attitudes reflect bank services. The parameters used to assess whether the quality of service provided is good or not is the queuing system, that shows the quality of bank service delivery to customers. This study used multi case study on government banks to see queue phenomenom .
The interesting characteristics of government bank customers are due to the obligation of the relevant customer institution, so that the customer has an account at the bank because it is forced, and many transactions done by customer are still manual, so the queue on the teller service is still widely seen on the date and certain days, even if the bank already owns an ATM machine.
The purpose of this research is to analyze queue teller so , bank manager can identify the queue characteristic that happened, and can help them, make the right policy which decrease the queue time which finally increase the customer satisfaction.

Keywords: queue, teller service, government bank

Topic: Strategic Management, Entrepreneurship and Contemporary Issues