Optimasi Pelayanan Kasir: Simulasi ARENA dan Quality Function Deployment untuk Meningkatkan Efisiensi di Kafe Hagami Tangerang
DOI:
https://doi.org/10.22441/pasti.2024.v18i1.006Kata Kunci:
Kafe Hagami, Waktu Tunggu, QFD, ArenaAbstrak
Penelitian ini bertujuan mengoptimalisasi layanan kasir di Kafe Hagami Tangerang dengan memberikan rekomendasi terhadap sistem antrian pada saat peak time. Metode penelitian menggabungkan Quality Function Deployment (QFD) dan Discrete Event Simulation (DES), yang akan diimplementasikan melalui perangkat lunak simulasi ARENA. Hasil awal dari kuesioner dengan 100 responden, 56% perempuan dan 44% laki-laki, usia 18-45 tahun, menunjukkan 53% responden tidak puas dengan kecepatan layanan di kafe tersebut. Customer needs yang diidentifikasi melalui QFD menyoroti Pelayanan Cepat dan Opsi Pemesanan & Pembayaran Digital sebagai prioritas utama dengan masing masing bobot sebesar 19%. Hasil analisis dengan software ARENA selama peak time pada jam 18.00-21.00 menunjukkan bahwa Skenario 3, yang melibatkan penggunaan barcode pada setiap meja, berhasil melayani 85 pelanggan dengan tingkat keberhasilan 50%. Rekomendasi ini diharapkan dapat meningkatkan efisiensi layanan kasir di Kafe Hagami Tangerang pada jam sibuk.
Unduhan
Referensi
Afifah, N. P. (2021). Pengaruh Customer Experience terhadap Repurchase Intention Coffeeshop V-Coffee Kota Padang (Doctoral dissertation, Universitas Negeri Padang).
Agyei, W., Asare-Darko, C., & Odilon, F. (2015). Modeling and analysis of queuing systems in banks:(A case study of Ghana Commercial Bank Ltd. Kumasi Main Branch). International Journal of Scientific & Technology Research, 4(07), 160-163.
Amelia, M. C. (2023). Analisis Sistem Antrean Pada Pelayanan Go-Food Dan Pelayanan Offline Di Bakso Gepeng Pak Wanuri (Doctoral dissertation, Sekolah Tinggi Ilmu Ekonomi Indonesia).
Benner, M., Linnemann, A. R., Jongen, W. M. F., & Folstar, P. (2003). Quality Function Deployment (QFD)—can it be used to develop food products?. Food Quality and Preference, 14(4), 327-339.
Cravens, D. W. (1996). Pemasaran strategis. Jakarta: Erlangga.
Haile, M., & Kang, W. H. (2019). The role of microbes in coffee fermentation and their impact on coffee quality. Journal of Food Quality, 2019.
Hauser, J. R., & Clausing, D. (1988). The house of quality.
Hofmeister, K. R. (1991). Quality function deployment: market success through customer-driven products. Food Product Development–From Concept to the Marketplace. Chapman & Hall, New York, cap, 9, 189-210.
Imansuri, F. (2022). Perancangan Model Simulasi Dan Perbaikan Sistem: Studi Kasus Pelayanan Perbankan. Journal of Industrial & Quality Engineering p-ISSN, 2303, 2715. DOI 10.34010/IQE.V10I1.5315
Law, A.M. (2007). ‘Simulation Modeling and Analysis, 4th ed.’. McGraw-Hill.
Kelton, W. D., Sadowski, R. P., & Sadowski, D. A. (2002). Simulation with ARENA. McGraw-Hill, Inc.
Kotler, P., & Keller, K. L. (2012). Manajemen Pemasaran Jilid I Edisi ke 12. Jakarta: Erlangga, 27.
Melinda, I. D., Marpaung, S. T., & Liquiddanu, E. (2018). Analisis sistem antrian restoran cepat saji McDonald’s dengan menggunakan simulasi Arena. In Seminar dan Konferensi Nasional IDEC. Surakarta, tanggal (pp. 7-8).
Murti, K. B., Sulistya, L. D., & Liquiddanu, E. (2018). Simulasi Model Antrian Kasir Alfamart Pucangsawit Menggunakan Software Arena. In Seminar dan Konferensi Nasional IDEC (pp. 110-119).
Purnomo, B. H., Suryadharma, B., & Ekasari, N. Y. (2021). Model Sistem Antrian Pada Pelayanan Restoran Cepat Saji (Studi Kasus di KFC Gajah Mada Kabupaten Jember). Jurnal Agroteknologi, 15(01), 40-58.
Puspanegara, E. L., Lomi, A., & Hutabarat, J. (2020). Simulasi Penjadwalan Teller PT Bank ABC Untuk Memangkas Waktu Tunggu Antrian Nasabah. Jurnal Teknologi dan Manajemen Industri, 6(1), 1-5.
Ratnasari, S., Rahadian, N., & Liquidannu, E. (2018). Pemodelan dan simulasi sistem antrian pelayanan konsumen gerai MCD Solo Grand Mall dengan Arena. In Pros. Semin. dan Konf. Nas. IDEC (pp. 7-8).
Tika, D. (2021). Analisis Model Antrian M/M/1 Untuk Meningkatkan Pelayanan Kasir Di Toko Swalayan Omi Cempaka Indah Jakarta Pusat (Doctoral dissertation, Sekolah Tinggi Ilmu Ekonomi Indonesia).
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
The copyright to this article is transferred to Universitas Mercu Buana (UMB) if and when the article is accepted for publication. The undersigned hereby transfers any and all rights in and to the paper including without limitation all copyrights to UMB. The undersigned hereby represents and warrants that the paper is original and that he/she is the author of the paper, except for material that is clearly identified as to its original source, with permission notices from the copyright owners where required. The undersigned represents that he/she has the power and authority to make and execute this assignment.
We declare that:
1. This paper has not been published in the same form elsewhere.
2. It will not be submitted anywhere else for publication prior to acceptance/rejection by this Journal.
3. A copyright permission is obtained for materials published elsewhere and which require this permission for reproduction.
Furthermore, I/We hereby transfer the unlimited rights of publication of the above mentioned paper in whole to UMB. The copyright transfer covers the exclusive right to reproduce and distribute the article, including reprints, translations, photographic reproductions, microform, electronic form (offline, online) or any other reproductions of similar nature.
The corresponding author signs for and accepts responsibility for releasing this material on behalf of any and all co-authors. This agreement is to be signed by at least one of the authors who have obtained the assent of the co-author(s) where applicable. After submission of this agreement signed by the corresponding author, changes of authorship or in the order of the authors listed will not be accepted.
Retained Rights/Terms and Conditions
1. Authors retain all proprietary rights in any process, procedure, or article of manufacture described in the Work.
2. Authors may reproduce or authorize others to reproduce the Work or derivative works for the authors personal use or for company use, provided that the source and the UMB copyright notice are indicated, the copies are not used in any way that implies UMB endorsement of a product or service of any employer, and the copies themselves are not offered for sale.
3. Although authors are permitted to re-use all or portions of the Work in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
