Analisis efektifitas pelayanan antrian pada Gardu Tol Otomatis dan Gardu Tol Reguler : studi kasus Gerbang Tol Cililitan 1 = Analysis for effectiveness of the queue of Automatic Toll Gate service and Regular Toll Gate service : case study Cililitan 1 Toll Gate (Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2013)