ABSTRACT
Banking services need to provide excellent services to their customers. The important service actors are tellers who are often rated as professional standards by customers. The purpose of this research is to analyze the queue teller performance and identify the queue characteristic. These problems are important to investigate as it can help banks conduct the right policy regarding the decrease of queue time. This policy is definitely beneficial as it can increase customers’ satisfaction. This study used a descriptive qualitative approach. The primary and secondary data were taken from a government bank. The results showed that the addition of a new teller officer made the teller service performance more optimal, even though it led to higher service costs. The most efficient costs can be achieved when there were 6 tellers.
