Android-Based Online ATM Machine Swallowed Bank ATM Card Service Information System
Keywords:
Service Information System, ATM Card, Banking Services, Customer Complaints, Android
https://doi.org/10.56134/jst.v5i1.165
Abstract
ATM cards remain a primary means of banking transactions, despite the continued development of digital services. However, operational issues such as ATM cards being swallowed by the machine remain common and are generally handled through inefficient manual procedures that require customers to visit the bank in person. This study aims to develop an Android-based information system for reporting ATM card swappings to improve the efficiency, accessibility, and quality of banking services. The system development method used is the Waterfall model, which includes the stages of needs analysis, system design, implementation, and testing. The resulting system is designed to enable customers to report online, enabling faster handling by customer service without face-to-face interaction. Test results from the black-box testing method indicate that all system features operate according to established specifications and remain stable and functional. The implementation of this system has been proven to increase service response speed, simplify the reporting process, and reduce dependence on conventional procedures. This research contributes to the development of an integrated, real-time, mobile-based complaint service model for banking information systems. In addition, this research also strengthens the role of mobile technology as an enabler in the digital transformation of public services. Thus, the proposed system has the potential to be an effective and adaptive solution in improving service quality and customer satisfaction in the digital era.
Downloads
References
Agostino, D., Saliterer, I., & Steccolini, I. (2022). Digitalization, accounting and accountability: A literature review and reflections on future research in public services. Financial Accountability & Management, 38(2), 152–176. https://doi.org/10.1111/faam.12301DigitalObjectIdentifier(DOI)
Al Fajar, M., Dar, M. H., & Rohani, R. (2022). Application of Waterfall model in development of family planning participants information system. Sinkron: Jurnal Dan Penelitian Teknik Informatika, 6(2), 679–686. https://doi.org/https://doi.org/10.33395/sinkron.v7i2.11387
Alarfaj, F. K., & Shahzadi, S. (2024). Enhancing Fraud detection in banking with deep learning: Graph neural networks and autoencoders for real-time credit card fraud prevention. IEEE Access, 13, 20633–20646. https://doi.org/10.1109/ACCESS.2024.3466288
Ali, W. N. A. W., & Yahaya, W. A. J. W. (2023). Waterfall-ADDIE model: An integration of software development model and instructional systems design in developing a digital video learning application. Asean Journal of Teaching and Learning in Higher Education, 15(1), 1–28. https://doi.org/https://doi.org/10.17576/ajtlhe.1501.2023.01
Alramadan, N. S., Khayoon Ashour, H., Neamah, A. H., & Khaleel, A. A. (2025). The Role of Digital Wallet Providers in Enhancing Financial Inclusion: An Analytical Study of the Iraqi Experience. International Journal of Business and Management Review, 13(5), 10–20. https://doi.org/10.37745/ijbmr.2013/vol1351020
Alsmadi, A. A., Moh’d Al_hazimeh, A., Al-Afeef, M. A., Al-Smadi, A. W., Rifai, F., & Al-Okaily, M. (2023). Banking services transformation and financial technology role. Information Sciences Letters, 12(1), 315–324.
Aslam, W., & Jawaid, S. T. (2023). Green banking adoption practices: improving environmental, financial, and operational performance. International Journal of Ethics and Systems, 39(4), 820–840. https://doi.org/10.1108/IJOES-06-2022-0125
Aydemir, F., & Başçiftçi, F. (2022). Building a Performance Efficient Core Banking System Based on the Microservices Architecture: Building a Performance Efficient Core Banking System Based on the Microservices Architecture. Journal of Grid Computing, 20(4), 37. https://doi.org/doi.org/10.1007/s10723-022-09624-z
Azevedo, P. F., Ribeiro, P., & Rodrigues, G. (2019). Credit portability and spreads: Evidence in the Brazilian market. Journal of Economics and Business, 106. https://doi.org/10.1016/j.jeconbus.2019.05.001
Barua, T., & Rahman, M. A. (2023). A systematic literature review of user-centric design in digital business systems enhancing accessibility, adoption, and organizational impact. American Journal of Scholarly Research and Innovation, 2(02), 193–216. https://doi.org/10.63125/36w7fn47
Borecky, J., Kohlik, M., & Kubátová, H. (2016). Parity Waterfall Method. 2016 IEEE 19th International Symposium on Design and Diagnostics of Electronic Circuits & Systems (DDECS), 1–6.
Chauhan, S., Akhtar, A., & Gupta, A. (2022). Customer experience in digital banking: A review and future research directions. International Journal of Quality and Service Sciences, 14(2), 311–348. https://doi.org/10.1108/IJQSS-02-2021-0027
Di Sutam, E., Pei, F. L., Jia, J. T., Muhammad, N. A., Ab-Samat, H., Jeng, F. C., Prakash, J., Muhammad, N., & Sirivongpaisal, N. (2024). A comparative study on user satisfaction from manual to online information system using define-measure-analyze-improve-control (dmaic) in service administrative process. Journal of Advanced Research Design, 122(1), 27–45. https://doi.org/10.37934/ard.122.1.2745
Ebadi, S., & Raygan, A. (2023). Investigating the facilitating conditions, perceived ease of use and usefulness of mobile-assisted language learning. Smart Learning Environments, 10(1), 30. https://doi.org/10.1186/s40561-023-00250-0
El Feky, H., & Ghantous, M. (2022). Touchless secure QR-based ATM system. International Conference on Advanced Intelligent Systems and Informatics, 321–332. https://doi.org/10.1007/978-3-031-20601-6_29
ENORUWA, K. O., EZUEM, D. M., & NWANI, C. O. (2019). Electronic Channels and Bank Performance: Empirical Evidence from Nigeria. International Journal of Economics and Management Studies, 6(5), 37–46. https://doi.org/10.14445/23939125/ijems-v6i5p107
Goudie, A. S. (2020). Waterfalls: forms, distribution, processes and rates of recession. Quaestiones Geographicae, 39(1), 59–77. https://doi.org/https://doi.org/10.2478/quageo-2020-0005
Haerani, R., Hendriyati, P., Nugroho, P. A., & Lukman, M. (2023). Waterfall Model Implementation in Information Systems Web Based Goods Delivery Service. JURTEKSI (Jurnal Teknol. Dan Sist. Informasi), 9(3), 501–508. https://doi.org/https://doi.org/10.33330/jurteksi.v9i3.2267
Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. B. G. A. Y. (2024). Transforming public service delivery: A comprehensive review of digitization initiatives. Sustainability, 16(7), 2818. https://doi.org/10.3390/su16072818
Malempati, M. (2023). A data-driven framework for real-time fraud detection in financial transactions using machine learning and big data analytics. Available at SSRN 5230220. https://doi.org/10.2139/ssrn.5230220
Milojković, K., Živković, M., & Bačanin Džakula, N. (2024). Agile multi-user Android application development with Firebase: Authentication, authorization, and profile management. Sinteza 2024-International Scientific Conference on Information Technology, Computer Science, and Data Science, 405–412. https://doi.org/10.15308/Sinteza-2024-405-412
Moon, I. T., Shamsuzzaman, M., Mridha, M. M. R., & Rahaman, A. S. M. M. (2022). Towards the advancement of cashless transaction: A security analysis of electronic payment systems. Journal of Computer and Communications, 10(07), 103–129. https://doi.org/10.4236/jcc.2022.107007
Musa, H. S., Krichen, M., Altun, A. A., & Ammi, M. (2023). Survey on blockchain-based data storage security for android mobile applications. Sensors, 23(21), 8749. https://doi.org/10.3390/s23218749
Mustapa, M., Amiruddin, E. G., Chaniago, E. M., & Rahmah, U. (2023). Web-Based Student Payment Administration Information System Using The Waterfall Method. Ceddi Journal of Education. https://doi.org/10.56134/cje.v2i2.52
Pargaonkar, S. (2023). A comprehensive research analysis of software development life cycle (SDLC) agile & waterfall model advantages, disadvantages, and application suitability in software quality engineering. International Journal of Scientific and Research Publications, 13(8), 120–124. https://doi.org/https://doi.org/10.29322/IJSRP.13.08.2023.p14015
Popa, O., Mihele, C., Fuaguaruacsan, C., & Pislua, A. (2021). Leadership approach towards Agile, Waterfall and Iterative implementation of the software development products. IOP Conference Series: Materials Science and Engineering, 1169(1), 12017. https://doi.org/https://doi.org/10.1088/1757-899X/1169/1/012017
Rani, D., Gill, N. S., Gulia, P., Yahya, M., Ahanger, T. A., Hassan, M. M., Abdallah, F. Ben, & Shukla, P. K. (2025). A secure digital evidence preservation system for an iot-enabled smart environment using ipfs, blockchain, and smart contracts. Peer-to-Peer Networking and Applications, 18(2), 5. https://doi.org/10.1007/s12083-024-01855-z
Riski, S. Y., & Santoso, B. (n.d.). Asian Journal of Management Entrepreneurship and Social Science The Effect of ATM and Mobile Banking Use on the Financial Performance of Banks Listed on the Indonesia Stocks Exchange 2018-2022. Retrieved https://ajmesc.com/index.php/ajmesc
Saravanos, A., & Curinga, M. X. (2023). Simulating the software development lifecycle: The waterfall model. Applied System Innovation, 6(6), 108. https://doi.org/https://doi.org/10.3390/asi6060108
Tsindeliani, I. A., Proshunin, M. M., Sadovskaya, T. D., Popkova, Z. G., Davydova, M. A., & Babayan, O. A. (2022). Digital transformation of the banking system in the context of sustainable development. Journal of Money Laundering Control, 25(1), 165–180. https://doi.org/10.1108/JMLC-02-2021-0011
Published
How to Cite
Issue
Section
Copyright (c) 2026 Muh Riyaldi Pratama, Kamaruddin Kamaruddin, John James
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
