ISSN: 2222-6990
Open access
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.
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(Hui & Teo, 2024)
Hui, L. Y., & Teo, P.-C. (2024). An Implementation of Digital Platform to Enhance the Appointment Scheduling System. International Journal of Academic Research in Business and Social Sciences, 14(2), 402–416.
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