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The service of terminal building regarding the queuing of passengers on international airport Sultan Hasanuddin
Adisasmita S.A.
Aip Conference Proceedings
Abstract
The aims of this study are to analyze the current conditions of passenger queues in the ticket check-in area of the Terminal Building at Hasanuddin Airport, to examine the queueing model that was used, and then to simulate the queuing model using an application called Arena in an effort to improve the efficiency of queuing services. This investigation was carried out at the Citilink Check-in Area, which is located within the Sultan Hasanuddin Terminal Building. It was decided to conduct this research through direct surveys in the Check-in Area, as well as interviews with experts on queuing models and existing conditions. In this study, the findings are presented in the form of data, which is then processed with the assistance of Microsoft Excel and the Arena program. The findings of this study provide information on the length of the passenger queue, the length of the waiting time, and the level of utility in the passenger queue. The highest level of busyness is on Weekdays, 07.00-09.00 at counter 5 which is 99.1 %. The rush hour at the Check-in counter at Sultan Hasanuddin Airport especially Citilink airlines is 07.00-09.00. In this study, the results were useful in determining the optimizer of a queue that occurs in a service environment.