Asian Journal of Multidisciplinary Studies

Vol. 2, No. 1, (2019)

ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

Development of a Multi-platform Online Reservation System

for Car Services
Ferdinand V. Dalisay
Pangasinan State University
[email protected]

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.

Keywords: multi-platform online reservation system, hybrid application, web application, car services

1. INTRODUCTION

In recent years, the Philippines automotive For the past five years, Toyota, Mitsubishi, and
market has grown significantly. It is among the Hyundai are the top three players in the
fastest-growing in the ASEAN. As stated in the Philippines' car industry based on the recent sales
latest ASEAN Automotive Federation data, the reports. Japan's largest car manufacturer tops the
Philippines rank as the second-fastest growth in market selling 182,657 in 2017. With a difference
motor vehicle sales among seven Southeast Asia of 115,656 units sold in 2017, Mitsubishi was the
countries. The Philippines posted a 17.4% growth industry's second market leader. Surprisingly,
in the first two months, helping the country Hyundai takes the third seat with a margin of
improve its position from third to second in 1055 units against his great contender Ford
ASEAN rankings (W. Tan, 2017). In the 2017 (Autodeal 2018). These data show that new cars
annual vehicle registration report of the Land are being purchased each year. This also means
Transportation Office (LTO), a total of that there is a growing demand for car services.
10,410,814 vehicles registered in the agency,
2,608,389 were either bought brand-new or Car services are under after-sales services. Car
imported as used units and, remarkably, services are a series of maintenance activities
2,006,954 were new motorcycles. The National performed on a car at designated schedules, time
Capital Region (NCR) is the first place with a intervals, or after it has reached a certain distance.
total of 2, 617 537 registered vehicles. While Based on observation and common customer
Region 1 is in fifth place, with 593 933 registered experience, a customer can usually secure a
vehicles (V. Sarne, 2018). reservation to avail of car services through phone

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

165
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

calls, through SMS, or they can go directly to the centers to handle the growing number. In the said
business store as walk-in customers. Service survey, service appointments increased from 40%
centers use a manual process to handle the in 2016 to 47% in 2017, and securing an
reservation. Part of the processes may involve the appointment now takes longer as well. Seventy
use of logbooks, manual checking of schedules, two percent (72% ) of customers responded that
and other paperwork. Through a semi-structured it took them more than two days to set one (D.
interview conducted among service centers, Laurel, 2017).
several problems were identified. These include
concerns on report generation, duplication of With all these problems encountered, Kongoli
reservation, queuing problems, and human error. (2012) proposed automation as a solution.
Manual reservation usually takes time to process Automation lessens human work with the
and is usually prone to human errors (e.g., creation and application of technology. Wong
mistakes in noting customer's reservation and (2000) stated that automation would provide
miscommunication). At certain times, an error essential business data faster by automating
occurs due to the inability of employees to certain manual processes in the business
multitask especially during periods of a heavy transaction. Yongjun et al. (2017) stated that
influx of customers. This can also happen when automation has great benefits for businesses. It
there is a lack of overview of the on-going reduces production costs, improved quality of
business reports (Oloyede et al., 2014). The service, and increase profits.
manual operation gives full responsibility to the
workforce, which leads to a higher possibility of Moreover, Uson et al. (2012) stated that
human error. Transferring and sorting of records "Through automation, organizations can improve
can cause wrong data input, and retrieving of the quality of service and enhance its operations
records also takes time when done manually to better serve the customers." With the onset of
(Oribiana et. Al., 2015). Gurumoorthy (2016) information technology, reservations have
stated some of the disadvantages of manual gradually shifted to automated or online systems
systems. These include the difficulty of retrieving such as web application to facilitate better
or keeping the old records, the process is time- interaction with clients (Wickman, 2011).
consuming, the results are less accurate, the
process is less efficient, and there is too much Chavan, Adhav, Gujar, Jadhav, and Limbore
paperwork. It is also difficult for the business to (2013) developed a mobile application called
analyze data to see trends and plan future Automobile Service Center Management System
improvements (Bemile et al., 2014). that runs on Android phones and tablets. This
One of the service centers' aspects is the quality application enables a user to search and
of the process to provide services to the customer. communicate with any car service center in the
(Marakova I. et al., 2019). In the latest Philippine vicinity. The user gets its location and selects any
Customer Satisfaction Service Index of J.D. of the services. The user also can book an
Power, the results show an overall dissatisfaction appointment for service. The service center
with after-sales service at authorized centers. The owner processes the request and responds to the
results show a decline in the average of 793 points user through push messages. The use of this
in 2017 in contrast to the previous year which application resulted in time-savings.
822. This indicates a significant 29-point drop,
placing satisfaction rating at its lowest since the Sale H. B. et al. (2018) developed an Online
study started way back in 2001. The major factor Management System for Automobile Services, a
for the huge drop is the rapidly increasing service web application that helps a vehicle user search
volumes, according to the Senior Manager of J.D. and communicate with any mechanic in the
Power. Service centers are not expanding as fast vicinity. This website uses innovative technology
as market demand, creating challenges for service that connects you with a mechanic with a tap of a

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

166
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

button. This literature also uses MEAN stack, and CSS and run in something called WebView,
which means MongoDB, AngularJS, and a simplified browser within your app. It is placed
NodeJS. MEAN Stack is a free and open-source into a native container that runs the application
powerful JavaScript framework which simplifies code and packages it into an app. Therefore, it
and accelerates full-stack web application provides various mobile application development
development. platforms that can generate native apps from a
single original codebase, installed across multiple
Xu-Yin Yang et al. (2017) presented an online car platforms (Khandeparkar et al., 2015).
service platform for mobile internet. The online
car service platform (OCSP) adopts the iOS To cater to both users, the development of a
system and some online functions like vehicle multi-platform online reservation system is
query, vehicle information management, display, proposed. This study presents a hybrid and a web
shopping cart, order management, and user application or web apps that will run on mobile
management. The developed OCSP has a home devices and any browser in any mobile, tablet, or
page for the enterprise to promote their shops and computer, using web technologies such as
reveal its stores and after-sales service team. HTML5, CSS, and JavaScript.

Hua Yi Lin et al. (2014) on the other hand, With this automation project, the problem of the
presented a web vehicle management system on increase in the volume of cars and the subsequent
the cloud computing platform that includes increase in the number of car services is
vehicle tracking, information services, history addressed. The main objective of the project was
records, and monitoring mechanisms. to develop a multi-platform online reservation
The preceding literature motivated the researcher system that enable customers to secure their
in the development of the proposed project. An appointment and flexibility in booking. The
evaluation of the systems shows that these objectives of the study were as follows:
systems do not multi-platform environment. It • to determine the functional and non-
also shows that full flexibility in booking and functional requirements
access to an appointment and services is not • to determine the feature and modules
supported. In a conducted study of comScore in • to determine how the system will be
May 2012, the report of the previous quarter designed
shows that more mobile subscribers used mobile • to develop and test the proposed project
apps than browsed the web on their devices:
51.1% vs. 49.8%, respectively (S. Perez, 2012). 2 METHODOLOGY
Mobile apps can download from an app store
The modified waterfall model was used in this
such as the Google Play or iOS App Store. Native
study. This proposed model attempts to resolve
and hybrid are two types of mobile apps. A native
the problems and criticisms with the pure
app or native application is a software application
waterfall model. A link back to the previous
build in a specific programming language of the
stages is included (as indicated by extra lines) to
devices, either iOS or Android. For example,
accommodate future expected upgrades and
Swift or Objective-C is used to develop native
requests for modifications based on user
iOS apps. At the same time, Java is used to create
feedback. The proposed project is a generic
a native android app. Hybrid apps are like a native
online reservation system for car services.
app, you install it like a native app, but it is a web
app on the inside.

The web apps on the other hand are particular to

hybrid apps that are built with JavaScript, HMTL,

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

167
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

identified. This information was the basis for the

creation of the database and schema for the
project. An Entity Relationship Diagram
illustrates the logical structure of databases and
the relational scheme used to describe the
relations between the data models. In selecting
technologies, a review of existing technologies,
frameworks, IDEs, libraries, and tools.
Popularity, community size, sustainability,
support, documentation license, speed, and
reliability were the basis for selecting
technologies served as the determination of
Figure 2.1 Modified Waterfall Model criteria in the selection of the most appropriate
technologies.
2.1 Identifying functional and non-functional
requirements 2.4 Development and testing of the system

To determine the functional and non-functional A mockup after acquiring the gathered
requirements, different data gathering techniques requirements from previous sections was
such as interviews, and observations have been developed. The mockups were shown to potential
conducted. Semi-structured interviews were also clients for feedback, comments, and suggestions.
conducted from the various service centers to The researcher developed the system based on
identify the functional requirements. The System Architecture Diagram, Use Case, Process
observation was also helpful in gathering Flow Diagrams, Entity-Relationship Diagram,
information about the business processes like car and by using various web technologies in making
service reservation/appointment, from the the web applications
customer's arrival, queuing method up to the
actual service. The review of related literature The system was subjected to usability testing to
also assisted in the determination of functional ensure the correctness and completeness of the
and non-functional requirements. system. Black box testing and usability testing
was conducted. The test cases were used in black-
2.2 Identifying the features and modules box testing and were done per module. For
usability testing, the interface for web and mobile
were different. The System Usability Scale (SUS)
The modules and features of the system were
by John Brooked was utilized in the web
identified by analyzing the requirements. A
interface. For the mobile interface, the researcher
review of the different online reservation systems
used a Questionnaire for User Interaction (QUIS)
available today showed features and modules
by Chin, J. P., et. Al., 1988 to assess user
necessary for such systems. The semi-structured
satisfaction with specific system aspects.
interviews with the different service centers'
Feedbacks from the testing phase were utilized to
employees also result to determination of the
improve the system further.
features, modules, and functions of this system.
3 RESULTS AND DISCUSSION
2.3 Identifying how the system will be designed
3.1 Functional and Non-functional requirements
With the gathered information at hand, the data
and information being handled by the service
centers and used in the business process were

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

168
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

The functional requirements describe the browser with an active internet connection. Name
different functionalities, behaviors, and features and valid email are required fields to create an
of the system. Through direct observation, account. The dashboard is the first page of the
experience, interviews, and review of various customer module upon logging in successfully.
literature and studies, the researcher was able to The dashboard provides quick access and
identify the functional requirements. The summarized information on bookings.
functional requirements is divided into three
different modules these are admin, employee and 3.3 System Design
customer module. The non-functional
requirements includes the performance, usability, This section presents the design tools that were
reliability, supportability, availability, security, used in the development of the system. Use case
portability and interoperability. diagram, entity relationship diagram and system
architecture helped in the overall design of the
3.2 Features and Modules project.

Identification of the different modules in the

system was facilitated with the complete
requirements and relevant information that have
been gathered. These are the administrator,
employee, and customer module.

The administrator module is a crucial module as

roles and availability of functions are determined
in this module. The manager of the service center
will use the administrator module. One of the
common features of each module is the ability to
log in and log out of the system. The dashboard
is the first page of the administrator upon logging
in successfully. The dashboard provides the
administrator with quick access and summarized
information on user registrations, bookings, and
services.
Figure 3.1 Use Case Diagram for
The employees of the service center will use the Administrator
employee module. One of the common features
of each module is the ability to log in and log out
of the system. The dashboard is the first page of
the employee module upon logging in
successfully. The dashboard provides the
employee with quick access and summarized
information on user registrations and bookings.

The customer module is designed for the

customers of the service center. One of the
common features of each module is the ability to
log in and log out of the system. Online
Registration allows the customers to register for
a new account using a mobile device or any

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

169
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

using a browser with an internet connection. The

front-end is made possible with different web
technologies like CSS, HTML, JavaScript,
Bootstraps, and other libraries. While in the
backend, a PHP framework called Laravel was
used to make the web application. The
application was deployed on a Nginx Web
Server. At the same time, the data is fetched and
stored in the MySQL database.

Figure 3.2 Use Case Diagram for Employee

Figure 3.4 System Architecture

3.4 System Development and Testing

3.4.1 System Development

Mockups and prototypes were created using

Balsamiq to provide the researcher with a
visualization of what the system would look like
and the flow between pages. The prototype was
used to get feedback from potential clients, and
changes are made to conform to initial test results
and feedback collected. This section provides
actual screenshots of the system per module and
its functions.

Figure 3.3 Use Case Diagram for Customer 3.4.2 System Testing

3.3.1 System Architecture The researcher conducted several testing to

ensure the correctness, quality, and completeness
Figure 3.4 shows the System Architecture of the system. The researcher also conducted
diagram of the system. It shows how the system validation to make sure that the developed system
will operate on an architectural level from the conforms to the requirements. Black-box testing
users’ perspectives to the browser to the web was also done to ensure that each function is
application and the servers. The users will see and working correctly. Test cases or scenarios are
interact with the web application's front-end side

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

170
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

made for black-box testing. In assessing the Comments, suggestions, and recommendations
usability of the system the System Usability Scale were noted and conformed to satisfy the user.
(SUS) was adopted. SUS was used to evaluate the These suggestions include the following: First,
user’s view and acceptance of the web interface. the inability of the customer module to select
The questionnaires are personally handed to the multiple services was mentioned. The current
various service centers. The System Usability drop-down menu was then replaced with a
Scale (SUS) is a Likert scale that has ten survey checkbox to allow multiple service selections and
questionnaires. The respondents will answer the applied them to all system modules. Second, one
ten questionnaires from 1 to 5 based on how much of the respondents also suggested that the
they agree. Five (5) are the highest, which means administrator module's capability to add service.
they agree, and one (1) means they disagree This was likewise incorporated. Lastly, the
vehemently. To calculate the usability score, the display name of the users and customers under
researcher adopted the current method used in the administrator and employee module was
finding the SUS score. For every odd number modified.
question, the researcher subtracts one from the
score. For every even number question, the 4 CONCLUSION
researcher removes the value from 5. Add up to
the total score, then multiply the total by 2.5. The multi-platform online reservation system for
Mean scores were calculated for each user, and a car services was developed to achieve the
mean for all users was calculated as the overall functional and non-functional requirements
satisfaction score. The scores were high in aggregated and analyzed through observation,
Manager and Customer, while in the employee, it semi-structured interviews, and related literature
is above average due to some resistance in using review. These requirements have established the
the proposed system. Overall, based on the SUS characteristics, functionalities, features, and
summary score, a score of 75.57 points has higher modules of the system. The following are the
perceived usability. functional requirements based on the system's
The questionnaire contains four groups, and each functionality: User Management, Booking
group has specific questions. Respondents were Management, and Data Management. Non-
asked to rate the system on a 10-point scale, with functional requirements are usability, reliability,
'0' being the least favorable and '9' the most performance, supportability, availability,
favorable. Answering to questionnaire takes security, portability, and interoperability.
about 5 minutes. Descriptive statistics were
adopted to evaluate the Questionnaire for User The administrator module is a crucial module as
Interaction Satisfaction (QUIS). The respondents' roles and availability of functions are determined
responses to the questions were first averaged in this module. The administrator module has
within each interface category. Furthermore, access to user accounts, bookings, services,
respondents' ratings in all interface categories to statistics, and reports. The employee module is
determine their overall rating of the system. The designed for the service center employees and has
lower satisfaction scores were noted in the system access to the customer's account, bookings,
capabilities and the overall reactions to the statistics, and reports. The customer module is
software due to a hybrid application's capabilities designed for the customers of the service center.
compared to a native application. Overall, based The customer module allows the customer to
on the overall summary score, 6.99 indicates that book online reservations via a web browser or
the proposed system is usable. the overall mobile application.
summary score, a 6.99 indicates that the proposed
system is usable. The system was designed by specifying the
entity-relationship diagram, use case diagram,
system architecture, and new process flow

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

171
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

diagrams. The technologies used in the Vernon Sarne (2018), ‘How many new cars were
development were carefully selected to allow added to our roads in 2017?’, Visor PH, 29
robust and efficient development. The system September 2018, accessed January 2019,
adopted hybrid and web applications technology. <https://visor.ph/wisdom/how-many-new-cars-
The system runs on mobile and any browser in were-added-to-our-roads-in-2017/>
any table, mobile, or browser, using the core web
technologies, Laravel for the back end and ‘Top 10 Car Brands in the Philippines 2017’,
VueJS, and Bootstrap for the front end. Adobe Autodeal Article, 31 January 2018, accessed
PhoneGap was used in the development January 2019,
framework of the hybrid application. Testing the <https://www.autodeal.com.ph/articles/car-
system's functionalities and behavior was done to features/top-10-car-brands-in-philippines-2017>
ensure the correctness and quality of the system.
Black-box testing was done by creating test cases Oloyede, M. O., Alaya, S. M., & Adewole, K. S.
for the web and mobile. SUS and QUIS were (2014). Development of an online bus ticket
utilized to test the usability of the system. SUS reservation system for a transportation service in
was used to evaluate and test the web interface's Nigeria. Development, 5(12).
acceptance, while QUIS was used on the mobile
interface. Drei Laurel (2017), ‘PH after-sales service
satisfaction hits record low’, TopGear Philippines
With the developed system, testing was done Industry News, 31 July 2017, accessed January
which resulted in a positive usability result, it can 2019
be concluded that the methods and final project <https://www.topgear.com.ph/news/industry-
are functional and ready for deployment. news/j-d-power-ph-after-sales-satisfaction-2017-
a00013-20170731>
For future improvement, the researcher
recommends integrating SMS technology for the Florian Kongoli (2012), ‘Automation’, Intech,
reservation of the customer. It will also help the July 2012, accessed January 2019,
customer to add extra features like setting the <http://www.flogen.org/books/pdf/Automation.p
alarm or reminder notification system for the next df>
service. It will also be beneficial for the service
center to have an inventory system of the Wong, C. (2000). U.S. Patent No. 6,115,690.
products, parts, and accessories needed for car Washington, DC: U.S. Patent and Trademark
services. A native application for android and iOS Office.
can also be developed to improve performance,
user interface, and user experience. Yongjun C. & Bud B., ‘The Impact of
Automation on Business and Employment in
South Korea’, IUP Journal of Supply Chain
5 REFERENCES Management; Hyderabad Vol. 14, Iss. 4, (Dec
2017): 23-37

Wilbert Tan (2017), ‘Philippines is 2nd Fastest Irina Makarova, Ksenia Shubenkova , Anton
Growing Auto Market in ASEAN’, Carmudi Pashkevich , Polina Buyvola, Vadim Mavrina,
Philippines Journal, 27 April 2017, accessed Kuanysh Abeshevc (2019), Improvement of
January 2019, Automotive Service Management by Means of
<https://www.carmudi.com.ph/journal/philippin Computer Simulation
es-2nd-fastest-growing-auto-market-asean/>
Oribiana, C. S. & Cerafica, R. A. (2015). Online
Reservation System of Sallie Ville Resort,

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

172
 Asian Journal of Multidisciplinary Studies
Vol. 2, No. 1, (2019)
ISSN 2651-6691 (Print)
ISSN 2651-6705 (Online)

accessed January 2019, <

https://www.academia.edu/10292441/Online_Re S. Perez (2012) "comScore: In U.S. Mobile
servation_System_of_Sallie_Ville_Resort> Market, Samsung, Android Top the Charts; Apps
Overtake WebBrowsing”, accessed January
Bemile, Richard & Achampong, Akwasi & 2019,
Danquah, Emmanuel. (2014). Online Hotel https://techcrunch.com/2012/07/02/comscore-in-
Reservation System. International Journal of u-s-mobile-market-samsung-android-top-the-
Innovative Science, Engineering & Technology. charts-apps-overtake-web-browsing/

C.L. Adap, J.R. San Juan, P.B. Sillio (2013), Khandeparkar, A., Gupta, R., & Sindhya, B.
Online Billing and Reservation System for Royal (2015). An introduction to hybrid platform
Palm Paradise Resort, accessed January 2019, mobile application development. International
<https://www.academia.edu/23715001/CHAPT Journal of Computer Applications, 118(15). [37]
ER_2_REVIEW_OF_RELATED_LITERATUR P. &. K. P. Srinivasan, "REAQ-AODV:
E_AND_STUDIES_Online_Billing_and_Reserv Route stability and energy
ation_System> aware QoS routing in mobile Ad Hoc networks,"
Advanced Computing (ICoAC), 2012 Fourth
Gurumurthy, Sasikumar. (2016). Design and International Conference, pp. 1- 5, 2012.
Implementation of Computerizing the Dealership Information Science and Technology (AJIST),
Management Software. JOURNAL OF pp. 7-11, 2016.
INFORMATION TECHNOLOGY AND
SCIENCES. 2.

Chavan, S., Adhav, S., Gujar, R., Jadhav, M., &

Limbore, T (2014). Automobile Service Center
Management System. International Journal of
Scientific and Research Publications, Volume 4,
Issue 3,

Hanamant B. Sale , Dharmendra Bari ,

TanayDalvi , Yash Pandey (2018), Online
Management System for Automobile Services,
International Journal of Engineering Science and
Computing, February 2018

Xu-Yin YANG, Yang HU, Chun-Yan SUN, Ye-

Shen HE and Kun LIANG (2017), The Research
on On-Line Car Service Platform for Mobile
Internet, 2017 International Conference on
Electrical Engineering and Automation Control

Hua Yi Lin, Meng-Yen Hsieh2, Yu-Bin Chiu and

Jiann-Gwo Doong (2014), An Implementation of
Vehicle Management System on the Cloud
Computing Platform, International Conference
on Advanced Information and Communication
Technology for Education (ICAICTE 2014)

ISSN 2651-6691 (Print) | ISSN 2651-6705 (Online) | asianjournal.org

173