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Abstrak
Manajemen keluhan yang efisien sangat penting untuk menjaga kualitas layanan di sektor perbankan. Penelitian ini memperkenalkan BankCare, sebuah aplikasi seluler lintas platform yang dikembangkan menggunakan kerangka kerja Flutter, yang dirancang untuk memperlancar penanganan keluhan pelanggan. Aplikasi ini memungkinkan pengguna untuk mengirimkan, mengedit, dan memantau keluhan, sementara administrator dapat mengelola, menanggapi, dan memprioritaskan keluhan tersebut melalui dasbor khusus. Salah satu fitur utama BankCare adalah integrasi metode TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), yang memungkinkan pengaduan diprioritaskan secara otomatis berdasarkan tingkat urgensi dan waktu pengajuan, sehingga mendukung pengambilan keputusan yang objektif dan berbasis data. Fitur tambahan meliputi pemberitahuan real-time, antarmuka yang ramah pengguna, serta kontrol akses berbasis peran bagi pengguna dan administrator. Pengujian komprehensif telah memastikan keefektifan, keandalan, dan kegunaan fungsi-fungsi inti, termasuk pengajuan keluhan, tanggapan administrator, dan penyortiran berdasarkan prioritas. Umpan balik pengguna juga menunjukkan tingkat kepuasan yang tinggi serta kemudahan interaksi. Dengan menggabungkan teknologi seluler dan algoritma pendukung pengambilan keputusan, BankCare menawarkan solusi cerdas, responsif, dan terstruktur untuk mengoptimalkan penanganan keluhan di sektor perbankan.
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Referensi
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Hak Cipta (c) 2025 Kayla Nahda Muadzah, Agariadne Dwinggo Samala, Yeka Hendriyani, Titi Sriwahyuni