Kata Kunci
Complaint Management
Decision Support System
TOPSIS
Flutter
Banking Service
Cara Mengutip
Abstrak
Efficient complaint management is critical for maintaining service quality in the banking sector. This study presents BankCare, a cross-platform mobile application developed using the Flutter framework, designed to streamline the handling of customer complaints. The application enables users to submit, edit, and monitor complaints, while administrators can manage, respond to, and prioritize them through a dedicated dashboard. A key feature of BankCare is the integration of the TOPSIS (Technique for Order Preference by Similarity to Ideal Solution) method, which allows complaints to be automatically prioritized based on urgency level and submission time, supporting objective and data-driven decision-making. Additional features include real-time notifications, user-friendly interfaces, and role-based access control for both users and administrators. Comprehensive testing confirmed the effectiveness, reliability, and usability of core functionalities, including complaint submission, admin responses, and priority-based sorting. User feedback further indicated high levels of satisfaction and ease of interaction. By combining mobile technology with a decision-support algorithm, BankCare offers an intelligent, responsive, and structured solution for optimizing complaint handling in the banking sector.
Abstract viewed: 34 times
PDF downloaded: 9 times
Referensi
[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
Artikel ini berlisensi Creative Commons Attribution 4.0 International License.
Hak Cipta (c) 2025 Kayla Nahda Muadzah, Agariadne Dwinggo Samala, Yeka Hendriyani, Titi Sriwahyuni