ANALISIS EFISIENSI SISTEM ANTRIAN CHECK IN COUNTER MASKAPAI AIRASIA DI TERMINAL INTERNASIONAL BANDAR UDARA I GUSTI NGURAH RAI

Abstract

An efficient queue system at the check in counter is essential for the smooth operation of an airport. It directly impacts the passenger experience and helps airlines optimize their services in response to fluctuations in passenger numbers. This study analyzes the efficiency of the AirAsia check in counter queue system at the International Terminal of I Gusti Ngurah Rai Airport in Denpasar. The analysis method used in this study is a quantitative descriptive approach employing a Multi-Channel Single Phase (M/M/S) queue model. Data was collected through documentation and observation of the AirAsia check in counter queues at the airport. The data collection took place during both peak and low seasons in August 2024, allowing for a comprehensive understanding of the queue system's efficiency and the patterns of changes in passenger density levels. The analysis considered the number of available counters, passenger waiting times, and queue costs. The results indicate that during the peak season, the configuration of five counters is the optimal choice, yielding an average waiting time of 0.747 minutes and a queue cost of IDR 1,932,543.49. In contrast, during the low season, a configuration of four counters offers the best balance, resulting in a waiting time of 0.256 minutes and a queue cost of IDR 1,391,718.63. Thus, a strategy is required to adjust the number of counters according to passenger density levels to enhance the efficiency of check in services.