关键词
How to Cite
Publication Snapshot
Upcoming Issue
J-HyTEL welcomes original and rigorous scholarship advancing education, media technology, and computer science applications.
Rolling submissions are accepted throughout the year.
摘要
高效的投诉管理对于维持银行业服务质量至关重要。本研究介绍了一款名为 BankCare 的跨平台移动应用程序，该应用基于 Flutter 框架开发，旨在简化客户投诉的处理流程。用户可通过该应用提交、编辑和跟踪投诉，而管理员则可通过专用仪表盘对投诉进行管理、回复和优先级排序。 BankCare的一项关键功能是集成了TOPSIS（基于与理想解相似度的排序偏好法）方法，该方法可根据投诉的紧急程度和提交时间自动对投诉进行优先级排序，从而支持客观且数据驱动的决策。 其他功能包括实时通知、用户友好的界面，以及针对用户和管理员的基于角色的访问控制。全面的测试证实了核心功能（包括投诉提交、管理员回复和基于优先级的排序）的有效性、可靠性和易用性。 用户反馈进一步表明，该系统获得了高度满意度，且交互体验流畅便捷。通过将移动技术与决策支持算法相结合，BankCare 为优化银行业投诉处理提供了一套智能、响应迅速且结构化的解决方案。
RIS is compatible with Zotero, Mendeley, and EndNote. Immediate opening depends on the visitor's browser and reference-manager settings.
参考
18 References[1] M. M. Hasan, S. A. Jalal Siam, and A. Haque, “he Significance of Customer Service in Establishing Trust and Enhancing The Reputation of The Banking Industry in Bangladesh,” Bus. Econ. Dev. Ctries., vol. 1, no. 2, pp. 71–75, May 2023, doi: https://doi.org/10.26480/bedc.02.2023.71.75
[2] H. J. Seta, D. G. Suharto, and K. Setyowati, “Digitalization: Innovation in Public Services (Case Study Implementation of The Complaints Service Unit in Surakarta (ULAS) and Klaten Regency Industry and Manpower Office),” J. Gov. Civ. Soc., vol. 8, no. 2, p. 161, Nov. 2024, doi: https://doi.org/10.31000/jgcs.v8i2.10884
[3] Osinachi Deborah Segun-Falade, Olajide Soji Osundare, Wagobera Edgar Kedi, Patrick Azuka Okeleke, Tochukwu Ignatius Ijomah, and Oluwatosin Yetunde Abdul-Azeez, “Developing Crossplatform Software Applications to Enhance Compatibility Across Devices and Systems,” Comput. Sci. IT Res. J., vol. 5, no. 8, pp. 2040–2061, Aug. 2024, doi: https://doi.org/10.51594/csitrj.v5i8.1491
[4] Biju Patnaik University of Technology (BPUT), Rourkela, Odisha, India, S. K. Sahoo, S. S. Goswami, and Biju Patnaik University of Technology (BPUT), Rourkela, Odisha, India, “A Comprehensive Review of Multiple Criteria Decision-Making (MCDM) Methods: Advancements, Applications, and Future Directions,” Decis. Mak. Adv., vol. 1, no. 1, pp. 25–48, Dec. 2023, doi: https://doi.org/10.31181/dma1120237
[5] T. Arsu and M. B. Aytaç, “Evaluating Turkish Banks’ Complaint Management Performance Using Multi-Criteria Decision Analysis,” in Data Analytics for Management, Banking and Finance: Theories and Application, F. Saâdaoui, Y. Zhao, and H. Rabbouch, Eds., Cham: Springer Nature Switzerland, 2023, pp. 197–220. doi: https://doi.org/10.1007/978-3-031-36570-6_9
[6] E. R. Oliveira et al., “An Iterative Process for the Evaluation of a Mobile Application Prototype,” SN Comput. Sci., vol. 3, no. 4, p. 262, Apr. 2022, doi: https://doi.org/10.1007/s42979-022-01153-6
[7] Abdussalam Mustajib and L. Friska Narulita, “Solusi Manajemen Order Menggunakan Metode TOPSIS dan Kanban Board berbasis Android,” J. Rekayasa Sist. Inf. Dan Teknol., vol. 2, no. 1, pp. 400–413, Aug. 2024, doi: https://doi.org/10.59407/jrsit.v2i1.1005
[8] Z. Sari, L. Y. Imam, D. R. Chandranegara, W. Suharso, and H. Wibowo, “Aplikasi Pendukung Keputusan Kontrasepsi Menggunakan Metode TOPSIS Berbasis Mobile,” CYBERNETICS, vol. 5, no. 02, p. 98, Nov. 2021, doi: https://doi.org/10.29406/cbn.v5i02.2731
[9] Adams Gbolahan Adeleke, Temitope Oluwafunmike Sanyaolu, Christianah Pelumi Efunniyi, Lucy Anthony Akwawa, and Chidimma Francisca Azubuko, “Leveraging UX Design and Prototyping in Agile Development: A Business Analyst’s Perspective,” Eng. Sci. Technol. J., vol. 5, no. 8, pp. 2670–2693, Aug. 2024, doi: https://doi.org/10.51594/estj.v5i8.1518
[10] S. Syafril, Z. Asril, E. Engkizar, A. Zafirah, F. A. Agusti, and I. Sugiharta, “Designing Prototype Model of Virtual Geometry in Mathematics Learning Using Augmented Reality,” J. Phys. Conf. Ser., vol. 1796, no. 1, p. 012035, Feb. 2021, doi: https://doi.org/10.1088/1742-6596/1796/1/012035
[11] F. Ciardiello and A. Genovese, “A Comparison Between TOPSIS and SAW Methods,” Ann. Oper. Res., vol. 325, no. 2, pp. 967–994, June 2023, doi: https://doi.org/10.1007/s10479-023-05339-w
[12] V. Maduhu, “Effectiveness of Complaints Resolution Approaches on Customer Satisfaction in Local Government Authorities: A Case of Arusha City Council,” vol. 2023
[13] H. Park, K. Kim, J. Hyung, T. Kim, and J. Koo, “Decision-Making for The Hazard Ranking of Water Distribution Networks Using The TOPSIS Method,” Water Supply, vol. 23, no. 2, pp. 715–726, Feb. 2023, doi: https://doi.org/10.2166/ws.2023.013
[14] R. D. Kurniasih, H. J. Astuti, H. Widhiandono, and E. Rachmawati, “The Effect Of Handling Complaints and Service Quality On Customer Loyalty Through Customer Satisfaction (Study On Clinic University of Muhammadiyah Purwokerto),” Int. J. Econ. Bus. Innov. Res., vol. 4, no. 04, pp. 1514–1537, 2025. doi: https://doi.org/10.63922/ijebir.v4i04.2099
[15] E. Susanti, “Complaints Handling Satisfaction mediates between Complaints Handling to Customer Loyalty for the Indonesian Banking Industry,” Int. J. Digit. Entrep. Bus., vol. 2, no. 2, pp. 86–, 2021. doi: https://doi.org/10.52238/ideb.v2i2.69
[16] S. Varga, J. Brynielsson, and U. Franke, “Cyber-threat perception and risk management in the Swedish financial sector,” Comput. Secur., vol. 105, p. 102239, Jun. 2021. doi: https://doi.org/10.1016/j.cose.2021.102239
[17] A. Bashkirova and D. Krpan, “Confirmation bias in AI-assisted decision-making: AI triage recommendations congruent with expert judgments increase psychologist trust and recommendation acceptance,” Comput. Hum. Behav. Artif. Hum., vol. 2, no. 1, p. 100066, Jan.–Jul. 2024. doi: https://doi.org/10.1016/j.chbah.2024.100066
[18] M. Soori, F. K. Ghaleh Jough, R. Dastres, and B. Arezoo, “AI-Based Decision Support Systems in Industry 4.0, A Review,” J. Econ. Technol., in press, 28 Aug. 2024. doi: https://doi.org/10.1016/j.ject.2024.08.005
Copyright and License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Copyright (c) 2025 Kayla Nahda Muadzah, Agariadne Dwinggo Samala, Yeka Hendriyani, Titi Sriwahyuni