Development of a Multi-platform Online Reservation System for Car Services

Abstract

Recent years have seen a rise in the number of cars in the Philippines.  This translates to an increasing demand for service appointments which poses a challenge for service centers in terms of handling the increased demand for car service. As a consequence, the overall satisfaction of the customer after-sales-service is compromised. To address this, several appointment systems have been developed to allow customers to communicate and book an appointment with their service providers at any given time. However, these systems are not multi-platform. Such systems also do not offer full flexibility in terms of booking and access to an appointment and service requests. In a conducted study of comScore, more mobile subscribers used mobile apps than browsed the web on their devices: 51.1% vs. 49.8%, respectively. To cater to both users’ services and to address the limitations of the existing car services appointment system, this study proposed the development of a multi-platform online reservation system. Using the modified waterfall model, the system's functional and non-functional requirements have been identified. This project used hybrid and web application technology. The testing results show that the system is stable, and the user experience shows a positive reaction.