Analisis layanan nasabah pada Bank Internasional Indonesia melalui manajemen antrian (studi kasus di BII Kyoei Prince) = Analysis of customer service performance at Bank International Indonesia, through queuing management study (case study at BII Kyoei Prince sub-branch) - Sitorus, Markus Freddy, author (Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2006)