Analysis of Elevator Waiting Time Performance in Four-Star Hotel Buildings: A Comparative Study in Kupang City

Abstract

The increasing number of hotel visitors in Kupang has led to the development of several four-star hotels with multi-floor configurations that require effective elevator services. However, inadequate elevator performance can cause longer waiting times. This study aims to analyze the average waiting time of elevator users in three four-star hotels, namely Aston Kupang Hotel, Harper Kupang, and Sotis Hotel Kupang. The research applies a quantitative case study approach through field observations using video recording techniques at the elevator lobby area. Data collection was conducted during weekday and weekend periods across four different activity sessions to capture variations in user traffic. The collected data were analyzed using descriptive statistical methods to determine the average waiting time for each hotel and then compared with the service performance criteria stated in SNI 03-6573-2001. The results show that the average waiting time in all observed hotels exceeds the recommended standard of 30–50 seconds. Aston Kupang Hotel recorded the longest average waiting time, followed by Sotis Hotel Kupang, while Harper Kupang demonstrated relatively better performance. These findings indicate that building characteristics such as the number of floors, elevator capacity, and number of elevator units significantly influence elevator service efficiency.