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Chapter I

THE PROBLEM

Introduction

With the increasing reliance on technology, businesses are continuously

adapting new ways of providing efficient and convenient services. Many industries,

including healthcare, retail, and finance, have embraced digital transformation to

streamline operations and enhance customer experience. However, small businesses,

particularly those in the pet care industry, still operates using traditional methods.

Many pet grooming and supply shops continue to rely on manual processes for

appointment scheduling, inventory management, and customer transactions. These

limitations can lead to frustration and missed opportunities for both pet owners and

business owners. Without a centralized system, managing transactions, schedules, and

inefficient customer interactions, the overall business growth will be affected.

This study focuses on developing All-for-Paws, a web-based and mobile

application management system for Pawrest, a pet grooming and supply shop in

Vigan City. The system aims to streamline operations by providing an online booking

system for grooming appointments, an e-commerce platform for pet supplies, and an

inventory management feature to keep track of available products. Additionally,

digital payment options such as Cash on Delivery (COD), GCash, and PayMaya will

be integrated to offer customers more convenience. A customer feedback section will

also be included to improve engagement and service quality. By implementing these

features, All-for-Paws will enhance customer satisfaction and operational efficiency,

allowing Pawrest to transition from manual processes to a more technology-driven

approach.
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According to Qashier (2022), integrating management systems into pet

grooming businesses in the Philippines offers numerous benefits, including

streamlined operations, enhanced customer satisfaction, and increased

competitiveness. By adopting digital solutions, businesses can automate appointment

scheduling, manage inventory in real-time, and maintain comprehensive customer

records, leading to improved efficiency and service quality.

However, pet grooming businesses face several challenges, both

internationally and locally. These include intense market competition, inventory

management complexities, regulatory compliance, customer loyalty retention, and

operational cost control. Implementing comprehensive management systems can help

address these issues by optimizing processes, reducing errors, and enhancing

customer engagement (Kunlery, 2024).

As technology transforms the way businesses operate, many small pet care

businesses still rely on outdated manual systems for managing appointments,

inventory, and customer transactions. These old methods often lead to scheduling

errors, stock shortages, and customer service delays, which frustrate customers and

hinder growth.

Small businesses benefit from pet grooming management software, which

enables efficient operational streamlining and customer experience enhancement

while boosting overall business performance. According to Aiyappa (2024), pet

grooming systems can handle critical tasks like scheduling appointments and billing

while managing customer data, which reduces administrative burdens and lets

groomers concentrate on service quality. Integrated marketing tools, together with

online booking options and automated reminders, improve both client retention and

engagement, leading to business expansion. Performance tracking tools deliver

essential insights into service patterns and client preferences, helping small businesses

make better strategic choices. Pet grooming management software combines various

functions in one platform, which boosts operational efficiency, customer satisfaction,

and business scalability.

The pet industry is experiencing rapid growth, yet pet businesses must

navigate several challenges to sustain success. Kunlery (2024) mentioned in his study

that competition, inventory management, regulatory compliance, customer loyalty,

and operational costs are among the top obstacles businesses face. Effective

differentiation through niche offerings, personalized services, and strategic branding

can help businesses stand out in a crowded market. Moreover, leveraging technology

such as inventory management software and automated scheduling optimizes

efficiency and reduces costs. In addition, fostering customer loyalty through social

media engagement, loyalty programs, and pet-centric events is crucial in an industry

driven by emotional connections. By proactively addressing these challenges, pet

businesses can position themselves for long-term sustainability and growth in an ever-

evolving market.

Pawrest is presently experiencing various operational issues because of its use

of manual processes in scheduling appointments, inventory, and customer

transactions. Such inefficiencies tend to lead to conflicts in bookings, stock outages,

and customer service holdups that may have detrimental effects on customer

satisfaction as well as overall business expansion. Also, the absence of an online

platform restricts the business from tapping a larger market and offering easy services

like digital payments and online shopping. In response to these limitations, this

research suggests the creation of All-for-Paws, a web-based and mobile app

management system that will enhance operations by automating appointment

bookings, enhancing inventory tracking, and facilitating smooth customer

transactions. With the addition of an e-commerce platform and online payment

methods, the system will increase customer convenience and ease of use along with

business efficiency for Pawrest.

History

The journey began when the owners planned to get married but found

themselves facing a budget shortfall for the wedding. To address this, they decided to

start a business to fund their future celebration. They invested the money they had

into a pet supply shop. Over the course of a year, the business grew, and customers

began suggesting the addition of grooming services.

The building that houses the business today was originally an old hotel, which

the owners had acquired. Seeing an opportunity, they transformed the hotel into a

space that reflected their deep love for animals. They envisioned converting the

structure into a pet supply store that would cater to pet owners and their beloved

animals.

In the process of developing their business concept, the owners gave careful

thought to a name that would encapsulate their mission and services. The name

"PAWREST" emerged as the ideal choice. It cleverly combines "PAW" (symbolizing

animal footprints) and "REST" (representing relaxation and grooming services for

pets). The name reflects the core purpose of their business: to provide essential care

products and comfort to pets.

This history encapsulates the founders’ passion for animals and their

commitment to delivering quality care to pets and their owners.

Vision

To be the most trusted pet care provider in Vigan City, known for our

excellence in grooming, high-quality pet essentials, and unwavering commitment to

the well-being of pets and their owners.

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Mission

Pawrest Pet Supplies and Grooming, our goal is to ensure the health, comfort,

and happiness of every pet while offering convenience and satisfaction to pet owners.

Research Locale

Figure 1 illustrates the geographical layout of Pawrest Vigan City, which is

located at 26 G.H. Del Pilar Street, Vigan City, Ilocos Sur. Pawrest Vigan City, a pet

supplies and accessories trading business, is strategically positioned near notable

landmarks such as Xentro Mall and Venus Photo Center, making it easily accessible

to customers and business partners. The surrounding roads, including G.H. Del Pilar

Street, Quezon Avenue, and General Luna, provide convenient access to the location.

This layout highlights Pawrest’s central position within the local community,

emphasizing its role as a key player in the pet supplies market. The map further

underscores the site’s proximity to commercial and service-oriented areas, suggesting

a shared demand for effective connectivity and business engagement.

Figure 1

Location of the Research: Pawrest Vigan

Organizational Chart

As system administrator the Owner/Manager (Admin) leads business

operations across all functions. The manager handles web and mobile applications

while updating product listings and scheduling appointments as well as processing

transactions to maintain seamless business operations. Also handles decision-making

and customer concerns.

Groomers deliver pet grooming services to maintain healthy hygiene levels

and protect pets' overall well-being. They adhere to scheduled appointments while

upholding quality service standards.

The Sales Lady helps customers buy pet supplies while offering product

advice and managing transaction processing. They also manage inventory and stock

levels.

End-users of our platform are customers who utilize the web-based system

and mobile app to book grooming appointments and buy pet supplies.

Figure 2

Organizational Structure of Pawrest Vigan City

Statement of Objectives

This study aims to develop a web-based and mobile application system for

Pawrest Pet Supplies and Grooming. Specifically, it seeks to attain the following

objectives:

1.Determine the existing process, policies, procedure, and customer interaction

methods currently employed by Pawrest Pet Supplies and Grooming.

2.Design and develop the Pawrest Pet Supplies and Grooming system using

Rapid Application Development Methodology.

3.Evaluate the usability of the developed system using ISO 25010 standard,

assessing the system’s performance across the following criteria:

a.) Accessibility,

b.) Reliability,

c.) User-Friendliness,

d.) Usefulness,

e.) Completeness,

f.) User Error Protection.

Significance of the Study

This study on the development and implementation of a web-based and

application system for Pawrest Pet Supplies and Grooming in Vigan City provides

significant benefits to various stakeholders, enhancing business operations and

customer experiences.
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Business Owners. The web-based system will streamline day-to-day

operations by automating appointment scheduling, inventory management, and

customer inquiries. This allows business owners to focus on strategic growth while

improving operational efficiency, reducing overhead costs, and ensuring a more

organized workflow.

Pawrest Pet Supplies and Grooming. Our system will help the business be

easier to operate by improving efficiency, enhancing customer satisfaction, reducing

manual work, and ensuring smooth business operations.

Customers and Local Community. Pet owners in Vigan City will enjoy

more convenient access to Pawrest’s services. With the ability to book grooming

appointments, buy pet supplies, and track orders online, they’ll have a seamless

experience. This improved accessibility also helps strengthen the bond between the

business and the community by providing reliable pet care and creating stronger

relationships with customers.

Staff and Groomer. The integrated system will reduce administrative burdens

by automating appointment bookings and managing customer inquiries more

efficiently. Staff will be able to focus more on delivering high-quality service and

customer support, improving productivity and job satisfaction.

Researchers. This study offers valuable insights into how technology can be

applied to improve small business operations. It adds to the knowledge about how

web-based systems can impact efficiency, customer satisfaction, and community

engagement.

Future Researchers. This study lays the groundwork for future researchers

who are keen on exploring digital transformation and its effects on small and medium

enterprises (SMEs). Subsequent research could delve into the integration of new
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payment platforms, the role of data analytics in business decision-making, and

enhancements in user experience for web-based systems. Moreover, researchers might

evaluate the long-term effects of digitalization on customer retention, business

sustainability, and competition within the industry. Broadening this research to

include other sectors could further illuminate the advantages and challenges of

implementing web-based systems in local businesses.

Scope and Delimitation

This research deals with the design and implementation of All-for-Paws, an

internet-based and mobile app management system for Pawrest Pet Supplies and

Grooming in Vigan City. The system seeks to simplify business transactions by

automating major processes including appointment booking, inventory control, and

customer transactions. It will also have an online shopping platform for pet products

and electronic payment modes (Cash on Delivery and GCash) for greater customer

convenience. The application will be designed using the Rapid Application

Development (RAD) technique and tested against ISO 25010 usability criteria, with

an emphasis on accessibility, reliability, ease of use, usefulness, completeness, and

protection against user errors.

However, the system has limitations in scope. It will only address the basic

functionalities required for pet grooming appointments, product sales, and customer

service functions. The system will not feature sophisticated AI-powered analytics,

third-party integrations aside from payment processing, or external supply chain

management outside of Pawrest's internal inventory system. Moreover, Pawrest will

not include other branches or comparable pet care businesses. By establishing these
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limits, the research guarantees a concentrated and attainable implementation and

tackles the operational requirements of Pawrest with technological innovation.