Published: 2025-08-01
An Analysis of Digital Queuing Systems in Indonesian Banking Services: A Systematic Literature Review
DOI: 10.35870/ijsecs.v5i2.4379
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Abstract
Queue systems play pivotal roles in banking services, affecting both operational effectiveness and client satisfaction. The issue of long waiting times and unequal distribution of services across all regions of Indonesia remains a significant issue. Using the PRISMA methodology to perform a systematic literature review (SLR), this research investigates the last 5 years of 25 digital queue management academic works. The selection process to narrow this down began with the Sinta and Garuda databases, although more from Scopus were used to validate the research. The research indicates that identified technologies, such as online queue systems, self-service kiosks, and reservation systems, can improve customer satisfaction and experience by greatly decreasing waiting times. However, the majority of the observations are based on theoretical models or narrow case studies, leading to doubts regarding the generalizability of their findings. The effectiveness of the solutions proposed is highly dependent on the region's infrastructure as well as the users' capacity to utilize the available technology. The integration of queue theory and process simulation provides a foundational approach to the design of systems with improved efficiency. However, there are still significant obstacles to overcome: deficient digital infrastructure, low levels of technological literacy, and poorly integrated systems. Sufficient, systematic responses are required to these issues, as well as more localized systematic studies, to improve queue management systems in the context of the Indonesian banking sector.
Keywords
Queuing Systems ; Banking Services ; Literature Review ; Operational Efficiency ; Digital Transformation
Article Information
This article has been peer-reviewed and published in the International Journal Software Engineering and Computer Science (IJSECS). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 5 No. 2 (2025)
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Section: Articles
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Published: %750 %e, %2025
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License: CC BY 4.0
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Copyright: © 2025 Authors
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DOI: 10.35870/ijsecs.v5i2.4379
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Carrina A. Tesa
Informatics Study Program, Faculty of Science and Technology, Institut Teknologi, Sains, dan Kesehatan RS. DR. Soepraoen Kesdam V/BRW Malang, Malang City, East Java Province, Indonesia
M. Syauqi Haris
Informatics Study Program, Faculty of Science and Technology, Institut Teknologi, Sains, dan Kesehatan RS. DR. Soepraoen Kesdam V/BRW Malang, Malang City, East Java Province, Indonesia
Wahyu Teja Kusuma
Informatics Study Program, Faculty of Science and Technology, Institut Teknologi, Sains, dan Kesehatan RS. DR. Soepraoen Kesdam V/BRW Malang, Malang City, East Java Province, Indonesia
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