THE APPLICATION QUEUEING THEORY IN SINGKIL SERVICE CAR WASH
ABSTRACT: In the service
industry, long queuing will for waiting to be served is a taboo. Since,
customers will switch to other competitors and reduce revenues. This research
is conducted to find out the effectiveness and efficiency in queuing system in
order to achieve customer satisfaction in the Singkil Service Car Wash. This
research used model B M/M/S formula to get the average incoming customer. In normal
condition, there were 2 customers and 3 line services, in the quiet condition,
1 customer and 2 line services, in the crowded condition there were 3 customers
and 4 line services. The Singkil Service Car Wash performance is under optimal
condition since the number of customers who came is still low. It is advisable
to the owner of the Singkil Service Car Wash to reduce the service line and to
reassign the unproductive employees to other area so the worker productivity
can be retained. This will result in a more efficient and effective employee’s
management and better profit for the company.
Author: Melisa Irene
Bongkriwan, Ferdinand Tumewu
Journal Code: jpmanajemengg150068
