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Home⇛International Journal of Multidisciplinary: Applied Business and Education Research⇛vol. 7 no. 1 (2026)

Smart Queuing and Appointment Management System for Client Services in Bulacan State University Bustos Campus

Alaina Thea V. Concepcion | Anthony U. Concepcion | Clarisse Ann A. Guinto | Christian Araza | Rhye Dayrone H. Imperio | Beverly Regaas

Discipline: Education

 

Abstract:

Client service efficiency has been a key issue in academic institu-tions as the rise in student populations overburdens the admin-istrative functions of institutions. To eliminate the issues of man-ual queuing and appointment systems, this paper has developed the Smart Queuing and Appointment Management System, the web-based system that targets the administration of Bulacan State University -Bustos Campus. The system is expected to sim-plify the flow of clients, decrease waiting time and improve ser-vice delivery by using automated queue management, online scheduling and real time monitoring of transactions. The project was designed in HTML, CSS, JavaScript, PHP, and MySQL and ad-hered to the Agile Software Development Life Cycle (SDLC) to guarantee iterative user-driven enhancement of the project. To measure the performance and acceptability of the system, the Technology Acceptance Model (TAM) and the ISO/IEC 25010:2023 Software Quality Standards were used, and the techniques were functionality, usability, reliability, and effi-ciency. The evaluation involved 50 respondents, who were rec-orded in terms of surveys and interviews, and they were a com-bination of students, administrative staff, and IT specialists. The result showed that the system had a general weighted mean of 4.59 according to ISO/IEC 25010, which is interpreted as Strongly Agree, and this shows a high-quality functionality, reli-ability and usability. Under TAM, the responses of staff and stu-dents were very positive and the weighted means of responses were 4.84 and 4.45, respectively. These findings indicate that the system is successfully used to increase administrative efficien-cies, reduce congestion as well as client satisfaction. Generally, Smart Queuing and Appointment Management System offers a sound and viable solution in enhancing operations of the univer-sity services. The researchers suggest that it is necessary to improve the functioning of the system by introducing dynamic appointment scheduling and expanding this approach to other campuses of the BulSU.



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