Analisis Sistem Antrian dan Pengaruhnya terhadap Loyalitas Dengan Mediasi Kepuasan Nasabahpada Tt. Bank Rakyat Indonesia (Persero), TbkKantor Cabang Kendari Sam Ratulangi

ABSTRACT

FACHZI ISMAIL.Analysis of the Influence of the Queuing System on Customer Loyalty by Mediation of Customer Satisfaction (Case Study at PT. Bank Rakyat Indonesia (Persero), Tbk Kendari Branch Office Sam Ratulangi) 9Supervised by Nurdin Brasit and Musran Munizu)

This study aims to cope with the unavoidable queuing phenomenon which is often found to become a problem that has to be solved in PT. Bank Rakyat Indonesia (Persero), Tbk Kendari Branch Office Sam Ratulangi. The methods used in this research were: to analyze the queuing system applied in PT. Bank Rakyat Indonesia (Persero), Tbk Kendari Branch Office Sam Ratulangi; test the suitability, validity, and reliability; analyze the customer satisfaction with the Customer Satisfaction Index (CSI) method; and path analysis.
The result of this study shows that queuing system used is the Multiple Channel Query System then from the M/W/s measurement we can see that teller’s performance was not too well because the waiting time of the customer was at 3,444 minutes meanwhile the standard duration had been determined in 3 minutes.
The Customer Satisfaction Index (CSI) measurement value is 89.88%. This means the customer satisfaction level was at a very satisfying level. Furthermore, from the path analysis, turns out that the Queuing Performance System gives no influence on customer loyalty. At the same time, queuing performance system give a positive and significant impact on customer satisfaction. Customer satisfaction can be interpreted as giving a positive and significant impact on customer loyalty. Based on the SEM analysis of mediating variable, customer satisfaction can mediate the effect of queuing system performance on customer loyalty

Keywords: Queuing System, Customer Satisfaction, Customer Loyalty, Employee Service, Queue Waiting Time, System and Network, and Employee Friendliness