PENGUKURAN BEBAN KERJA MENTAL DAN BEBAN KERJA FISIK DENGAN METODE SUBJECTIVE WORKLOAD ASSESMENT TECHNIQUE (SWAT) DAN MODIFIED COOPER HARPER (MCH) PADA PEKERJA TELLER PERBANKAN

Things to note in the process of banking services, in practice there are several things that cannot be controlled by bank tellers, that is work fatigue, both physically and mentally. In this situation bank tellers are required to serve customer in a large number, in result the quality of the service is decreased. The measurement of physical workload and mental workload needs to be done. The purpose of physical and mental workload measurement is to measure how much value that obtained from the measurement of physical and mental workload so it can be evaluated to improve employee performance. Banking company is a company that run in the field of financial services and financial storage. This research measures teller’s physical and mental workload, this measurement is carried out using subjective workload assessment technique and modified Cooper Harper method. To conduct this research 27 SWAT card and MCH work activity assessment questionnaires were distributed then calculated using DOSbox 0.74 to get the result of mental workload. The result shows, the percentage of teller’s mental workload with time factor 54.26%, effort factor 25.48%, frustration factor 20.25%. Meanwhile, the assessment of physical workload, daily bookkeeping activity became a heavy activity with the score 67.5%. Therefore, the main factor of tellers mental workload is working time with daily bookkeeping as the heaviest activity