187 Airlangga Journal of Innovation Management, Vol.2, No.2, October 2021 Vol. 2 No.2 Oktober 2021 e-ISSN: 2722-5062 DOI：10.20473/ajim.v%vi%i.30232 UTILITY 1 SERVER ON QUEUE SERVICE (STUDY: BANK ACCOUNT NUMBER CONVERSION) Johan Alfian Pradana* Teknik Industri, Fakultas Teknik, Universitas Kadiri, Kediri, Indonesia *Corresponding e-mail : zoehuntz34@gmail.com ABSTRACT Fast-paced, precise demands and time minimization are dominant factors to support the service business. Service activities are always expected to be the best by customers, especially ABC bank customers. Since the information about account conversion, many customers have come to the bank. The server utility of the queue system plays an important role. One of them is about measuring the usefulness of queue system, average expectations of waiting times, and expectations of the number of customers in the system. Services that focus on providing services always experience long lines queue. Therefore, the queue theory is used to assess utilities, waiting for time expectations, and expectations of customer numbers. Research methods using system performance. The step of this research are first, calculate the value of speed, average service, service level, and performance of queue system. The result is a queue system of 1 server on average - working with a utility value of 83.5% and the highest in the 4th week, with an average expectation - average waiting time of 0.428 or 25.6 minutes and an expectation of the number of customers in the system of 4.8 or 5 customers. The role of 1 server has not been practical to minimize waiting time expectations. The implication that has not been realized is to compare the various bank brands by analyzing effective utility. Keywords: Queue System, Bank, Services, Customer 1. Introduction Fast-paced, precise demands and time minimization are dominant to support service business. Customer needs from aspect of quality and quantity as a step to improve service more effectively. An academic that provides service facilities as a fulfillment of customer needs. Quality of service is a parameter of how well to provide services with a level of satisfaction. Therefore, roles such as admin, teller, and server are significant to support the service reputation on Bank ABC. The topic of this research focuses on queues service. Queues as a balance retain customers if the queue system is excellent (Mueen, 2020). Queue activity includes customers coming at a constant rate or variety to get the service (Jiang et al., 2015), especially account conversion. Customers who have obtained waiting for line numbers will wait to be served, automatically form a queue, and be in line until the service is complete Sari et al (2016), Botutihe et al (2018). Therefore, good service can be used as a service parameter. Queues cause waiting for activities