Publication Search

The vehicle ownership transfer form submission service at the Samsat Tandes Office in West Surabaya is a vital public service that frequently encounters issues such as long queues and extended waiting times. These conditions lead to user dissatisfaction and reduce the operational efficiency of the institution. This study aims to optimize the existing queuing system through a simulation-based approach to enhance service effectiveness and efficiency. The methodology includes mapping the current service process, collecting data on service times and customer arrivals, and modeling the queuing system using simulation software. Subsequently, several improvement scenarios were analyzed, including the addition of server resources. The simulation results indicate that the scenario involving the addition of one extra server during peak hours yields the most significant impact—reducing average customer waiting time by up to 20% and increasing the number of customers served per day. These findings demonstrate that simple interventions based on simulation analysis can produce substantial improvements in public service quality. In conclusion, a simulation-based approach proves to be effective in supporting strategic decision-making for queue system optimization and is highly recommended for implementation in other public service units facing similar challenges.

This study aims to analyse the quality of public services in Kelurahan Blabak using the SERVQUAL dimensions, so as to provide a comprehensive picture of the level of community satisfaction and provide input for improving service quality in the future. This research uses descriptive qualitative method to analyse the quality of public services in Blabak Village, Kediri City, based on the five dimensions of SERVQUAL. Data were collected through interviews, observations, and documentation, then analysed using interactive analysis with triangulation for data validity. The results showed that public services in Blabak Village, Kediri City, showed a fairly good quality based on the five dimensions of SERVQUAL. In terms of tangibles, facilities such as computers, printers, and internet networks are well available. However, limited space and seating are still an obstacle in providing comfort for the community. In reliability, administrative services, especially the processing of population documents, run quite reliably, especially with the presence of the SAKTI application which facilitates online processing and reduces queues. The responsiveness dimension is reflected in the readiness of officers to serve and respond to the needs of the community, although sometimes it is still constrained by technical problems such as internet networks. In the assurance dimension, people feel safe because the officers show a friendly and professional attitude, in accordance with the motto ‘Salam, Sapa, Senyum,’ which creates a warm and pleasant service atmosphere. Meanwhile, empathy can be seen from the officers' concern for the community, despite the limited number of personnel and diverse educational backgrounds, they still try to serve optimally. Thus, despite the challenges, public services in Blabak Village have run quite optimally. However, improvements are needed in terms of infrastructure and the number of officers so that services can be more comfortable, fast, and efficient.

This systematic literature review examines queue system simulation in hospitals across four key service areas: emergency departments, outpatient clinics, laboratories, and pharmacies. Following PRISMA methodology, 72 relevant studies (2015-2020) were analyzed to identify simulation models, software tools, performance parameters, and emerging trends. Findings reveal Discrete-Event Simulation dominance (59.7%), with increasing hybrid model adoption integrating System Dynamics and Agent-Based approaches. Emergency departments remain the primary application focus (52.8%), while Arena and AnyLogic emerged as predominant simulation platforms. Patient waiting time (91.7%) and resource utilization (77.8%) constitute the most evaluated performance metrics. Technological convergence trends demonstrate integration of real-time data analytics, machine learning, and digital twin concepts into traditional simulation frameworks. This review contributes methodological insights for optimizing hospital queueing systems while identifying research gaps in cross-departmental model interoperability and comprehensive value-based performance evaluation within contemporary healthcare systems.  

This study aims to design and implement a web-based outpatient registration information system at Regional General Hospital (RSUD) X to overcome issues arising from the manual registration system. The current manual registration system at RSUD X causes problems such as long queues, potential data entry errors, lost files, and difficulty in finding patient medical history. As a result, patient waiting times are longer, the administrative staff's workload increases, and the overall effectiveness of services decreases. The research method used is a qualitative one, which describes various processes in the system, from patient data input to the digital registration receipt output. The system design approach uses the waterfall method. Data collection was carried out through purposive sampling, while data gathering was done through interviews with registration officers, direct observation, and a documentation study in the medical records unit. The system is built with a combination of technologies, including PHP as a server-side programming language and MySQL as the database. The result is a web-based outpatient registration information system that can improve the efficiency and quality of hospital services. The advantages of this system include wide accessibility, time efficiency, and effective data management. This system is expected to reduce patient queues, improve the efficiency of the registration process, and simplify patient data management. However, the implementation of this system may face challenges such as limited resources and user skills. Solutions to overcome these challenges are effective resource allocation and user training. Overall, the web-based outpatient registration information system can be an effective solution to improve service quality at RSUD X.

This study discusses the arrangement of queue lanes in the supervision of weighing freight transportation at UPPKB Singosari to improve service efficiency. Based on the analysis of the Minimum Service Standards (SPM), three main indicators, namely compliance, conformity, and implementation, have reached 100%, while the accuracy indicator has only reached 50% due to the duration of weighing exceeding the set time limit. The main factor causing long queues is the lack of clear lane markings, making it difficult for vehicles to be directed without an officer. In addition, the parking area of 3,330.6 m² has not been utilized optimally. Improvement efforts include the implementation of queue lane markings to reduce dependence on officers, optimization of facilities such as Pos 2 which is parallel to Pos 1, and improvement of human resource management to suit operational needs. The use of Weight in Motion (WIM) technology is also recommended to reduce workload and accelerate the supervision of freight transport vehicles. By implementing this strategy, it is hoped that services at UPPKB Singosari can be more efficient, transparent, and in accordance with applicable standards.

A queue is a condition where there is a delay in service due to busy service activity. Queues can occur at places that provide services, one of which is at places that provide food and beverage services. The fast food trend is growing rapidly. One of the restaurants providing fast food is Wizzmie Jimbaran. Queuing theory is used to determine optimization in decision making in queuing systems. This research purposed to determine the theory and queuing system, birth and death in queuing theory, queuing system model, the probability that there are zero people in the system, average arrival rate, average level of service to visitors, and to find out optimality of the queuing system at Wizzmie Jimbaran. From the results, it was found that a birth and death process occurred at Wizzmie Jimbaran queuing process with the M/M/3 queuing model and First In First Out (FIFO) service discipline. The average level of consumers waiting in queue  is 1-3 queues. With the system utility level  ranging at intervals that are not much different and the probability that there are zero people in the system recorded is less than 1. The time required for visitors in the system  is 2-5 minutes and the time required for visitors in the queue  is 1-5 minutes.  

This study aims to analyse the quality of public services in Kelurahan Blabak using the SERVQUAL dimensions, so as to provide a comprehensive picture of the level of community satisfaction and provide input for improving service quality in the future. This research uses descriptive qualitative method to analyse the quality of public services in Blabak Village, Kediri City, based on the five dimensions of SERVQUAL. Data were collected through interviews, observations, and documentation, then analysed using interactive analysis with triangulation for data validity. The results showed that public services in Blabak Village, Kediri City, showed a fairly good quality based on the five dimensions of SERVQUAL. In terms of tangibles, facilities such as computers, printers, and internet networks are well available. However, limited space and seating are still an obstacle in providing comfort for the community. In reliability, administrative services, especially the processing of population documents, run quite reliably, especially with the presence of the SAKTI application which facilitates online processing and reduces queues. The responsiveness dimension is reflected in the readiness of officers to serve and respond to the needs of the community, although sometimes it is still constrained by technical problems such as internet networks. In the assurance dimension, people feel safe because the officers show a friendly and professional attitude, in accordance with the motto ‘Salam, Sapa, Senyum,’ which creates a warm and pleasant service atmosphere. Meanwhile, empathy can be seen from the officers' concern for the community, despite the limited number of personnel and diverse educational backgrounds, they still try to serve optimally. Thus, despite the challenges, public services in Blabak Village have run quite optimally. However, improvements are needed in terms of infrastructure and the number of officers so that services can be more comfortable, fast, and efficient.

This research built a simulation model of the cans line mobilization process yogurt in the Mosul dairy factory to see average waiting time per can and the average number of cans that remain in the queue before the filling process. Where the model was built using Microsoft Excel and queuing model used for this study is the kind of M/M/1: (FeFs,00,00). The results are that the time of waiting for each packet in the queue about (17) minutes and the average number of cans in the queue is (206) can of the total cans (1440 packqge) for that day.    

Puskesmas is one of the health services whose traffic is difficult to determine, because it cannot be predicted that people will get sick and need health services. The queuing system at the puskesmas is implemented through several stages, namely the first stage the patient goes to the counter to get a queue number, after that the patient will be called according to the serial number to be served. This has a big impact on patients who were previously queuing because they have to be willing to wait longer to get service. This queue system often causes various kinds of problems and patient dissatisfaction. The Queue Management System at the Sindangkerta Community Health Center has several problems, including long queue waiting times which tend to be detrimental to patients who will receive services. Long queues cause longer waiting times. The queue is not easily accessible to prospective patients, making it difficult to obtain a queue number. This research uses qualitative research methods with a descriptive type. Data collection techniques using direct observation techniques, interviews and documentation. Data analysis techniques using data collection techniques, data reduction, data presentation and drawing conclusions. The results of the research show that the evaluation of the management of the queuing system at the Sindangkerta Community Health Center is quite good, but there are still problems, including long queue waiting times and difficulty for visitors to get a queue number.  

This study aims to determine the optimal queue system configuration for online motorcycle taxi driver partner registration services at the PT XYZ Bali Branch Office using a quantitative approach. Data on arrival time, service time, and operational costs were analyzed through queuing theory using the POM-QM software. The analysis results show that although phases 1, 2, and 4 meet efficiency criteria (utilization below 70%), reducing the number of servers in phases 1 and 2 can lower operational costs, as the queuing cost is lower than the service cost. Meanwhile, phase 3 shows a high utilization rate (80%), but adding a server increases the total cost. Therefore, the study recommends implementing an interchange schedule to dynamically allocate servers during peak hours to maintain a balance between cost efficiency and service capacity. Additionally, the implementation of self-service in phase 2 is proposed to enhance efficiency without reducing service capacity, with experimental results showing an increase in service rates from 2 to 7 registrants per hour. These findings contribute to the development of a more efficient and applicable queuing model and serve as a reference for companies in improving service quality and registrant satisfaction.

Study This aim For analyze system queue at the Population and Registration Service Civil ( Disdukcapil) Bone Bolango Regency as well as apply the M/M/C (Multi Channel Single Phase ) queuing model optimizing performance system and upgrade effectiveness service to public . Arrival data visitors and time service collected for 5 days through observation . Analysis results show system applied queue moment This is the model (M/M/4 ): (FIFO/∞/∞) with level arrival visitors Poisson distribution , time service distribute Exponential , 4 counters service , discipline first-come first-served (FCFS) queues , as well source arrival and capacity queue No limited . Size performance the system in existing conditions shows time wait for the average visitor in system amounting to 26.4 minutes and time Wait in queue amounting to 44.4 minutes . For optimizing performance , research recommend application of the model (M/M/7 ) : (FIFO/∞/∞) with add amount counter service into 7 counters . In this model , level utility system (ρ) is below 50 % ie about 41%, which is considered effective Because enter in range level utility low (5%-10%). Application of the queuing model with 7 counters projected can shorten time wait for the average visitor in system to 18.42 minutes and time Wait in queue to 18 minutes . Findings This expected can increase effectiveness service and satisfaction public to service Disdukcapil Bone Bolango Regency.

This study aims to analyse and improve the efficiency of waiting lines in government institutions by identifying the reasons for the length of these lines, using modern technology, overcoming obstacles, and evaluating the impact of improvements on beneficiary satisfaction and service quality. The study is based on the descriptive analytical approach, and is based on a sample of 300 employees and customers. The results showed that improving the efficiency of waiting lines enhances beneficiary satisfaction and increases the efficiency of the institution by reducing waiting times and relieving pressure on beneficiaries, while lack of resources and ineffective technology hinder the implementation of effective management strategies. Based on these results, the study recommends increasing the number of employees, improving the technical infrastructure, adopting modern technology such as electronic reservation and electronic payment systems, enhancing training and awareness for employees, in addition to establishing an effective system for monitoring and evaluating performance to improve the efficiency of waiting lines and the quality of services provided.

Ship pengolongan is an activity that passes through the river channel from upstream to downstream, by crossing under the Mahakam Bridge, Mahulu Bridge and Mahkota 2 Bridge using the services of a guide. The purpose of this study was to determine the factors, effects, and efforts that would arise due to the lack of assist ships in the pengolongan activity at the Mahkota 2 Bridge, Samarinda. This research method uses a qualitative study with a descriptive qualitative model that describes and describes the object being studied. Based on the results of the study, there are several factors related to the lack of assist ships during the pengolongan activity. First, because the Mahakam River Channel is shallow and narrow, especially under the Mahkota 2 Bridge, making assist ships careful in manoeuvring ships, second, weather factors and the depth conditions of the river which are sometimes uncertain, third, the large number of tug boats pulling barges with their loads, making the 2 assist ships very lacking in the process of the activity. The factors above resulted in a long queue of tug boats pulling their loads in the Mahakam River channel when carrying out pengolongan under the Mahkota 2 Bridge.

This study aims to describe and analyze: the application of the MPaspor application as one of the bureaucratic reform strategies and the supporting and inhibiting factors for the implementation of the M-Passport application as one of the bureaucratic reform strategies in the Special Class 1 Immigration Office of the City of Surabaya.  The research method to be used is qualitative descriptive.  Data Collection Techniques include: Interviews, Observations, Documentation. The research informant is the Head of the Suarabaya Special Class I Immigration Office. The data analysis technique using interactive model analysis was developed by Miles et al., (2014), namely data condensation, data presentation, and conclusion drawn. The results of the study show . Mobile Passport as one of the Bureaucratic Reform Strategies at the Surabaya Special Class I Immigration Office is carried out based on the Institutional Aspect, namely the M-Passport Application based on the Letter of the Director of Immigration Traffic Number IMI.2-UM.01.01-4.0700 dated February 18, 2022 concerning the Follow-up of the Implementation and Implementation Policy of Mobile Passport (M-Paspor) at Immigration Offices throughout Indonesia. In terms of bureaucratic reform, M Passport services in the institutional field, office employees must have proficiency, that is, each office employee must be able to master the skills and knowledge needed in serving citizens, especially foreign citizens who take care of ITAS and ITAP. In terms of resources, it is already available and given full support with the availability of competent IT experts to support the development and implementation of the M-Passport application. The Financial Resources provided continue to be provided for the launch, maintenance, and renewal of the M-Passport application. In terms of governance, as a Technical Implementation Unit of the Special Class I Immigration Office of Surabaya by paying attention to the provision of facilities to support the running process of a bureaucracy.  The Surabaya Special Class I Immigration Office provides a guarantee of passport processing time by officers during the interview session, photo taking, and fingerprint scanning for three working days. Passport application service fee Passport costs Rp 350,000, while electronic passport costs Rp 650,000. One of the supporting factors for the implementation of the M Passport Application at the Surabaya Special Class I Immigration Office is supporting facilities and infrastructure, such as queue machines, service counters, and computers. Inhibiting factors include application servers that often crash or have problems. In addition, there is a lack of public understanding that in taking care of passports, original documents must still be brought. 

Quality is not easy to define but easy to feel, its form is the service of unfriendly officers, queues of visitors at the counter, long waiting times for service. This will be complained of as a service that is not in accordance with expectations, services that are of less quality so that patients feel less satisfied after getting the services provided. The formulation of the problem in this study is how is the relationship between the quality of nursing services and satisfaction of inpatients at the hospital. Mitra Sejati Medan in 2024? This research uses quantitative research using analytic survey and cross sectional approach. The population in this study were all hemodialysis outpatients, the sample of this study used accidental sampling as many as 64 people. The results of this study using the chi square statistical test, the results obtained are Responsiveness (pvalue = 0.021), Reliability (pvalue = 0.018), Assurance (pvalue = 0.030), Empathy (pvalue = 0.025), direct evidence (pvalue = 0.004), which shows that there is a relationship between The significant variables are responsiveness, reliability, assurance, empathy and direct evidence with satisfaction of inpatients at Mitra Sejati Medan hospital, and by using logistic regression test, the most dominant variable is responsiveness. This can be seen from the EXP(B) value of 4.766 times, which means that direct evidence has a relationship of 4.7 times with inpatients at Mitra Sejati Medan hospital. With suggestions to create a conducive atmosphere to improve the quality of professional health services so that patient satisfaction can be maintained as expected.

This study aims to analyze the effectiveness of BYOND by BSI in improving service quality and customer satisfaction at BSI KCP Krian Sidoarjo. BYOND by BSI is a digital banking platform designed to improve service quality with various superior features, such as financial transactions, account opening, and service consultations based on sharia principles. The research method used is a qualitative approach with descriptive method. Data was obtained through interviews and Focus Group Discussions (FGD) with employees from various divisions. The results showed that BYOND by BSI provides significant convenience in banking transactions, reduces queues at tellers, and offers sharia-based features that increase customer loyalty. However, challenges such as low digital literacy and transaction security concerns still need to be addressed. The implementation of BYOND by BSI has been positive in improving service quality and customer satisfaction, and strengthening BSI's image as an innovative Islamic bank. BSI needs to continue to improve digital education, strengthen security systems, and develop new features to make BYOND by BSI more effective in the future.

This paper explains the comparison of manual port service system to the Online Harbor Master system. The method used in this study is field research. The author conducted direct observations and interviews with the company and library research where the author obtained material or paper materials from books in the library or other reading sources related to the topic taken. The Online Harbor Master System is an open and neutral electronic portal to facilitate the exchange of data and information on port services quickly, safely, neutrally and easily which combines with related government agencies, port business entities and logistics industry players to improve better port competitiveness globally. The purpose of this study is to determine the comparison of manual port service to the Online Harbor Master System. The comparison between the manual system and the Online Harbor Master System is that manual work takes a lot of time and money. All activities must be done directly or face to face to the Harbor Master. Factors that influence are the amount of time and costs incurred, for example, applications are still manual, the queue for applications still comes to the Harbor Master or face to face, still uses a lot of paper, and all applications are not in one system. In the service process using the Online Harbor Master System, the effect felt is more efficient and makes it easier for agents to enter data on ships that want to enter the port.

Based on PM 30 of 2021 concerning User Service Standards, check-in services at the airport are carried out at least 2 hours before the departure schedule, while the check-in service procedure has a time limit of two minutes and thirty seconds for each passenger, and the check-in queue can last for twenty minutes per passenger. This study aims to determine whether there is an effect of check-in counter queue time on Citilink airline passenger satisfaction at General Ahmad Yani Airport, Semarang and how big the influence is. This study uses a quantitative approach. This research was conducted at General Ahmad Yani Airport, Semarang with a focus on the object of the Citilink airline passenger check-in counter queue. The research period was from August to February 2024. The questionnaire was used as a data collection tool in the form of a form containing questions or statements that must be filled in for 100 respondents. Based on the results of the test and data analysis that has been done, the effect of check-in counter queue time on Citilink airline passenger satisfaction at General Ahmad Yani Airport Semarang, the results of the hypothesis test obtained t count greater than t table, namely 5.745> 1.660 and with a significant value smaller than the probability of 0.000 <0.05, it can be concluded that Ha is accepted and Ho is rejected or can be called the queue time variable has a positive effect on the passenger satisfaction variable. This means that if the queue time at the check-in counter experienced by passengers is getting longer because the service provided is still not in accordance with the standard, then passenger satisfaction will have an effect resulting in higher passengers who are less satisfied and vice versa if the queue time is short or in accordance with the provisions, passengers will feel satisfied.

This study aims to design and develop a web-based meeting scheduling system at the North Sumatra Provincial Transportation Office using the First Come First Served (FCFS) algorithm method. This system is expected to optimize the meeting scheduling process by considering various factors, such as the availability of time and meeting room, as well as the needs of meeting participants. The Waterfall method is applied in the development of this system, which includes the stages of determining needs, system design, implementation, testing, and maintenance. First Come First Served (FCFS) in the meeting scheduling system at the North Sumatra Provincial Transportation Office can be applied to organize the queue of requests for the use of meeting rooms or meeting schedules based on the order of arrival of requests. The results of this study indicate that the implementation of a web-based meeting scheduling system can increase efficiency and reduce schedule conflicts at the North Sumatra Provincial Transportation Office. This system can facilitate the process of managing meetings and increase work productivity.

Quality information services in hospitals is an important element in increasing patient satisfaction and the image of the institution. The Public Relations Officer (PRO) plays a strategic role in managing communication between the hospital and the public. This research aims to explore the strategies implemented by PROs in improving the quality of information services at RSUD dr. Zainoel Abidin Banda Aceh. The public relations officer (PRO) strategy used is determining problems, compiling and planning work programs, taking action and communicating as well as evaluating work programs in hospitals and reviewed through strategic planning in the field of Public Relations by Cutlip-Center-Broom. The research method used was descriptive with a qualitative approach between PROs and several hospital employees, patients and patient families. The results of the investigation revealed that the strategies used by PRO RSUDZA and health services ranged from identifying problems, planning, to compiling work programs, such as online registration, electronic pharmacies (e-pharmacies), and community complaint centers. In addition, PRO RSUDZA deployed staff from the Hospital Health Counseling Service (PKRS) to carry out outreach and communication to inform the public about RSUDZA services and the availability of the RSUDZA tabloid newspaper "Lam Haba". PRO RSUDZA evaluates the work program carried out at the hospital. Obstacles faced by PRO RSUDZA include miscommunication and residents' complaints about long queues at registration and drug distribution counters. PRO RSUDZA's efforts aim to carry out all planned work programs to improve the quality of information services at RSUDZA Banda Aceh.