KATA PENGANTAR ............................................................................................ i
DAFTAR ISI .......................................................................................................... ii
BAB I PENDAHULUAN ..................................................................................1
1.1 Latar Belakang ...............................................................................1 1.2 Rumusan Masalah ..........................................................................2 1.3 Tujuan Penelitian ...........................................................................3 1.4 Manfaat Penelitian .........................................................................3 1.5 Batasan Masalah dan Asumsi.........................................................4 1.5.1 Batasan Masalah...................................................................4 1.5.2 Asumsi .................................................................................4 1.6 Sistematika Penulisan ....................................................................4
BAB II TINJAUAN PUSTAKA ........................................................................6
2.1 Landasan Teori ...............................................................................6 2.1.1 Teori Antrian .......................................................................6 2.1.2 Karakteristik Sistem Antrian ...............................................7 2.1.3 Disiplin Antrian...................................................................9 2.1.4 Struktur Antrian ................................................................10 2.1.5 Model Antrian ...................................................................12 2.1.6 Pola Kedatangan dan Waktu Pelayanan ............................24 2.1.7 Simulasi .............................................................................26 2.1.8 Program Simulasi dengan QSB .........................................30 2.1.9 Program SPSS ...................................................................30 2.1.10 Kualitas Pelayanan Jasa ....................................................34 2.1.11 Perawatan Mobil ...............................................................36 2.2 Penelitian Terdahulu ....................................................................38
BAB III METODOLOGI PENELITIAN.........................................................43
3.1 Tempat dan Waktu Penelitian ......................................................43 3.2 Jenis dan Sumber Data .................................................................43 3.3 Teknik Pengumpulan Data ...........................................................44 3.4 Operasional Variabel ....................................................................44 3.5 Teknik Pengolahan Data ..............................................................45 3.6 Model Analisis .............................................................................47 3.7 Tahap-tahap Penelitian .................................................................48