키워드
인용 방법
출판물 개요
차기호
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초록
은행 부문에서 서비스 품질을 유지하기 위해서는 효율적인 불만 관리가 필수적입니다. 본 연구는 고객 불만 처리를 간소화하기 위해 Flutter 프레임워크를 사용하여 개발된 크로스 플랫폼 모바일 애플리케이션인 ‘BankCare’를 소개합니다. 이 애플리케이션을 통해 사용자는 불만을 접수, 수정 및 추적할 수 있으며, 관리자는 전용 대시보드를 통해 불만을 관리하고, 응답하며, 우선순위를 지정할 수 있습니다. BankCare의 주요 특징은 TOPSIS(이상적 해결책과의 유사성에 따른 순위 선호 기법) 방법의 통합으로, 이를 통해 긴급도 및 접수 시간을 기준으로 불만 사항을 자동으로 우선순위화하여 객관적이고 데이터 기반의 의사결정을 지원한다. 그 밖의 기능으로는 실시간 알림, 사용자 친화적인 인터페이스, 사용자와 관리자 모두를 위한 역할 기반 접근 제어 등이 있습니다. 포괄적인 테스트를 통해 불만 접수, 관리자 응답, 우선순위 기반 정렬을 포함한 핵심 기능의 효과성, 신뢰성 및 사용 편의성이 확인되었습니다. 또한 사용자 피드백을 통해 높은 만족도와 사용 편의성이 확인되었습니다. 모바일 기술과 의사결정 지원 알고리즘을 결합한 BankCare는 은행 업계의 민원 처리를 최적화하기 위한 지능적이고 신속하며 체계적인 솔루션을 제공합니다.
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References
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