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1. ABSTRACT
Anna Apriana Hidayanti, 2012.-- QUEUING ANALYSIS ON BILL PAYMENT OF
TELEPHONE AND INTERNET BASED DISTRIBUTION OF POISSON ON
PATTERN OF COSTUMER ARRIVAL AND DISTRIBUTION OF EXPONENTIAL
ON SERVICE TIME (i – xv; 133 pages) (Supervisor : I Gde Ekaputra Gunartha
and Desy Komalasari)
P.T. Telkom Mataram is one of the limited liability company in the Province
of West Nusa Tenggara engaged in telephone services and internet facilities. In a
telephone bill payment services and internet subscribers buildup usually occurs
before the closing deadline of payment that led to the queue. In the queuing system,
the customer arrival and service time at checkouts can be described in terms of
probability distributions. The costumer arrival follows the Poisson and service time
exponential distributed. Regarding the theory, this study aims to determine: (1).
model of queue on bill payment system of telephone and internet at PT Telkom
Mataram, (2). average number of customers in the checkout system, (3). the
average time customers wait in the checkout system, and (4). ideal number of
checkouts to avoid waiting a long time, especially when the number of customers
that accumulate in the queue.
The study uses primary data derived from direct observation and data
collection at the checkouts of telephone and internet bill payment of PT Telkom
Mataram, conducted in the time period October 15 through October 20, 2011. To
know the preferences of the preferred customer waiting time, data collected using a
questionnaire applied to the 120 customers who are drawn at random using the
Slovin’s approach with an error limit of 8%..
The results show that the queuing system model on phone and internet bill
payment counter at PT Telkom Mataram follow the model (M/M/2): (GD /  / ).
For the period October 15 through October 19, 2011, the services use two
checkouts (as seen at this time or when the study was conducted) is sufficient,
because the consideration of customer waiting time not too long ranged 0.55 – 2.40
minutes in the queue and 2.47 – 3.91 minutes within the system. But not so for the
time limit of bill payment closure (ie, October 20, 2011), the two counters do not
give adequate services because the number of subscribers exceeds the number of
arrivals coming on other days so that the waiting time becomes too long (23.90
minutes in the queue and 25.60 minutes in the system). From the analysis results
obtained with the addition of one counter to crowded period current payment has
thus been sufficient to provide excellent service to customers, because of the time
waiting to be 0.68 minutes in the queue and 2.40 minutes in the system.
Keywords: queuing system model, Poisson distribution, and exponential
distribution
©
Program Studi Matematika – FMIPA Universitas Mataram (2012)