The high request for appointments and manually arranging the customer appointments became challenges for staff to manage the schedules. There was an increasing demand for customers visiting Company Z which lacked a proper platform to manage and keep the customer appointments. The purpose of the study is to implement a digital platform to enhance the appointment scheduling system. It was important to know and understand the practice and current process of appointment scheduling to improve the overall system to benefit the staff and customers. The action plan or intervention was proposed to use the digitalisation of the appointment scheduling system. The research design of the data collection method was qualitative data for semi-structured interviews and quantitative data for structured surveys. The intervention in cycle one did not achieve the targeted value due to the short period of intervention. Therefore, the intervention was improvised by categorising the services provided and simplifying the user interface to ease the process of scheduling appointments for cycle two. The overall interventions were successfully implemented and the new system enhanced the company service quality by reducing the customer wait time and streamlining the staff workflows.
Abu Bakar, N. A. A., & Said, M. S. (2019). The Development of an Online Gym Booking System (OGBS) using Online Membership Business Model. International Journal of Advanced Trends in Computer Science and Engineering, 8, 50-55.
Abu, Z., Jasmisham, N. H., & Mangshor, N. N. A. (2022). Online Students’ Appointment System for University Administration. Journal of Islamic, 7(46).
Akhtar, A. R. (2022). Patdoc-an Online Appointment Management System.
Akinode, J. L., & Oloruntoba, S. (2017). Design and implementation of a patient appointment and scheduling system. Department of Computer Science, Federal Polytechnic Ilaro Nigeria.
Ala, A., & Chen, F. (2022). Appointment scheduling problem in complexity systems of the healthcare services: A comprehensive review. Journal of Healthcare Engineering, 2022.
Azjen, I. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs.
Chau, P. Y. (1996). An empirical assessment of a modified technology acceptance model. Journal of management information systems, 13, 185-204.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
Flick, U. (2014). Mapping the field. The SAGE handbook of qualitative data analysis, 1, 3-18.
Gomes, T. S. M. T. (2017). Reinforcement learning for primary care e appointment scheduling.
Habibi, M. R. M., Mohammadabadi, F., Tabesh, H., Vakili-Arki, H., Abu-Hanna, A., & Eslami, S. (2019). Effect of an online appointment scheduling system on evaluation metrics of outpatient scheduling system: a before-after multicenterstudy. Journal of medical systems, 43, 1-9.
Ismail, N., Kasim, S., Yah Jusoh, Y., Hassan, R., & Alyani, A. (2017). Medical Appointment Application. Acta Electronica Malaysia, 1, 05-09.
Jaevelaeinen, J. (2003). Preferring offline bookings: an empirical study of channel choice motives of online information seekers. BLED 2003 Proceedings, 46.
Jebamani, B. J. A., Murugeswari, R., & Nagaraj, P. (2022). Online Appointment Management System in Hospitals Using Distributed Resource Allocation Algorithm. In Sentimental Analysis and Deep Learning: Proceedings of ICSADL 2021 (pp. 291-301). Springer Singapore.
Karahanna, E., & Straub, D. W. (1999). The psychological origins of perceived usefulness and ease-of-use. Information & management, 35, 237-250.
Kraus, S., Durst, S., Ferreira, J. J., Veiga, P., Kailer, N. & Weinmann, A. (2022). Digital transformation in business and management research: An overview of the current status quo. International Journal of Information Management, 63, 102466.
Liu, N., Van De Ven, P. M., & Zhang, B. (2019). Managing appointment booking under customer choices. Management Science, 65, 4280-4298.
Martinez, F. (2019). Process excellence the key for digitalisation. Business Process Management Journal.
Nalluri, M., Reddy, S. R. B., Rongali, A. S., & Polireddi, N. S. A. (2023). Investigate The Use Of Robotic Process Automation (RPA) To Streamline Administrative Tasks In Healthcare, Such As Billing, Appointment Scheduling, And Claims Processing. Tuijin Jishu/Journal of Propulsion Technology, 44(5), 2458-2468.
Namdev, A., Pande, R., & Viswarajan, P. (2021). Automated appointment booking system via voice recognition. International Journal of Creative Research Thoughts, 9(5), 155-159.
Olga, C. R. (2017). Online Medical Appointment Scheduling System. Universitat Politècnica de València.
Olujulo, O. E. (2021). Development of an Online Doctor Appointment Booking System for Mountain Top University Health Center.
Pan, X., Geng, N., & Xie, X. (2021). Appointment scheduling and real-time sequencing strategies for patient unpunctuality. European Journal of Operational Research, 295(1), 246-260.
Pariyar, A., Swapna, H. R., & Kaur, N. (2023). Enhancing the Healthcare System Through Mobile-based Doctor’s Appointment Booking Application. Ann. For. Res, 66(1), 3143-3150.
Parviainen, P., Tihinen, M., Kaariainen, J., & Teppola S. (2017). Tackling the digitalization challenge: how to benefit from digitalization in practice. International journal of information systems and project management, 5, 63-77.
Srivastav, A., & Sharma, A. (2022). Healthcare Platform for Online Consultation.
Wu, X., & Zhou, S. (2022). Sequencing and scheduling appointments on multiple servers with stochastic service durations and customer arrivals. Omega, 106, 102523.
Zhao, P., Yoo, I., Lavoie, J., Lavoie, B. J., & Simoes, E. (2017). Web-Based Medical Appointment Systems: A Systematic Review. J Med Internet Res, 19, e134.
Zulkifli, N., & Abidin, Z. (2020). Gym Reservation System.
