This study aims to determine the Single Channel - Single Phase Teller queuing system at PT. Bank BJB KCP Gedebage Bandung, where there is a decrease in the percentage of queue visits in 2023 by 14.21%, using a Descriptive Qualitative Method by collecting data on the number of customer queue visits processed by the author, namely in the form of data on the number of customer queue visits in 2023 from January to December. The results showed that PT. Bank BJB KCP Gedebage has a queuing system machine called BJB SANTER (Integrated Customer Analysis System) which is carried out offline with features or services on the frontliner; BJB SANTER is done to pull data by Regional Office to monitor Teller performance, to ensure customer satisfaction. The author's suggestion is that PT. Bank BJB KCP Gedebage Bandung can implement a Multi Channel - Single Phase queuing system so that customers can be served simultaneously by several tellers, and can apply the BJB SANTER system can be accessed online via smartphone, so that it will be able to increase the number of customers, especially at PT. Bank BJB KCP Gedebage Bandung.

Link publikasi : http://www.ijlera.com/papers/v9-i3/2.202403663.pdf#