Online Appointment System: Basis of the Service Delivery of PRC Regional Office IV-A

Author(s)	Ms. Shielley Roi Rivera Marasigan
Country	Philippines
Abstract	This study investigated the responsiveness of the Online Appointment System (OAS) at the PRC Regional Office IV-A, the challenges faced by its clients, and its effect on service delivery. Using a descriptive research method and a questionnaire distributed via Google Forms, data were collected from 300 professionals who transact with the PRC. The respondents, primarily younger professionals such as educators and healthcare workers early in their careers, rated the OAS's responsiveness very high—especially in areas like account registration, transaction processing, billing, appointment scheduling, and confirmation. Despite overall satisfaction, the study revealed that accessibility issues negatively affected both client experience and employee performance. A significant finding was that a well-organized scheduling system enhances operational efficiency, enabling employees to better manage tasks and reduce workload-related uncertainties. Ultimately, the study concluded that while the OAS performs well in many respects, further improvements in accessibility could significantly increase both client satisfaction and employee productivity.
Keywords	Client Satisfaction, Online Appointment System, Service Delivery
Published In	Volume 7, Issue 3, May-June 2025
Published On	2025-05-31
DOI	https://doi.org/10.36948/ijfmr.2025.v07i03.46555
Short DOI	https://doi.org/g9mvzf

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International Journal For Multidisciplinary Research