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WEB-BASED INTEGRATED ONLINE BOOKING MANAGEMENT SYSTEM

WITH AI-ENHANCED EFFICIENCY FOR IZRAH CREATING ABILITIES NOW INC.

A Thesis Presented to the

Faculty of the College of Computer Studies
AMA COMPUTER COLLEGE, MAKATI CITY

In Partial Fulfillment of the Requirements for the

Bachelor’s Degree in Information Technology

By

Erica I. Cancio
Rodel F. Escanilla
Jay Alfred E. Yanson

April 2025

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Table of Contents
TABLE OF CONTENTS

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CHAPTER I.

THE PROBLEM AND ITS BACKGROUND

A. INTRODUCTION

Izrah Creating Abilities Now Inc. (iCAN) faces critical challenges in

an age where technology drives efficiency; the streaming operation

has made a mess of the place, with staff working through piles of

paperwork and clients that could have been seen long ago still waiting

to be booked. Its slowness in handling inquiries, manual input of client

information, and appointment scheduling are still handicapped.

iCAN, which is a private therapy centre located in Makati City,

Philippines, provides the best in multidisciplinary care for children with

learning disabilities; it also serves these young people who have

sensory processing problems and other special needs. And it is

increasingly meeting the needs of intelligent students experiencing

developmental delays. The center's customers are on the rise, but

because there is no automated system yet to speak of, staff are forced

into handling this manual workload.

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 The motivation for this research is the dire need for improvement

in iCAN’s operation. The manual system at present regularly results

in things like lost

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records, time-consuming paperwork, and scheduling conflicts. For

example, a client's query may take ten days to be answered when it

should only take two because the new medical secretary is not

available until then to ring back. iCAN's facility in Makati City provides

a setting appropriate for the research. It has a rather mixed clientele

and is increasingly being used as an alternative for specialized

therapy services. The center's location and the special characteristics

of its clientele all point to the need for an effective system of support

(not only from the viewpoint of the users but also staff) which can

assist both sides in their transactions.

Building on existing research, this study draws on Asubonteng et al.

(2021) that investigated web-based management systems for SMEs,

and Adams (2020) who addressed how AI might improve data security

and efficiency in operation. These works provide a solid base for

understanding how technology can be put to work as an artificial

intelligence (AI) solution for iCAN's problems.

The severity of the problem is clear in that manual processes

inevitably lead to false reports, delayed scheduling of appointments

can prevent clients from getting any treatment at all, and the resulting

confusion is hardly conducive to inspired confidence in future contacts

with staff. iCAN’s lack of automatic reporting makes it impossible for

the service to take a data-driven approach; this could potentially bias

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its fiscal fortune and service standards.

This research has a simple goal: to develop a Web-Based Integrated

Online

Booking Management System for iCAN, which provides AI-Enhanced

Efficiency.

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It is hoped that this system can take care of all client data

management, automate scheduling, and guarantee reporting

accuracy. Above all, it will begin to give us the right information now

for our moving performance and provide an operational basis in real

time accordingly henceforth.

Thus, the purpose of this research is to provide a practical solution

to iCAN's crowding community. The system we propose will relieve

employees of their load, enhance service proficiency, and dramatically

improve customer satisfaction with the intelligent use of AI

technology. The research’s later purpose is to also serve, for example,

another specialized treatment center facing similar difficulties: to help

them develop their setup and get on track.

Background of the Study

Izrah Creating Abilities Now Inc. (iCAN) is a one-stop shop for

providing treatment to children in Makati City, Philippines. Our center

benefits youngsters with learning troubles, sensory processing

problems, intellectual disabilities, and multicultural needs. Despite a

commitment to providing the highest quality care, iCAN still relies on

manual systems for recording client data, arranging meetings, and

answering questions. This process can be slow, leading to errors, lost

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records, paperwork that takes hours to complete, scheduling conflicts,

or deadlines all of these issues have a negative impact on clients and

workers alike.

The continuation of manual processes in health care settings has been

found

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to hamper efficiency, the accuracy of data, and overall patient care.

As per Exela Technologies (2023), manual data entry is slow and

prone to errors. This kind of inefficiency can place patients at risk too.

In places like a therapy center such as iCAN, these inefficiencies serve

to strain staff and reduce service satisfaction overall for clients.

In response to these challenges, many healthcare organizations are

turning to AI-driven solutions to automate the administrative

workload. As Veradigm (2023) points out, AI-powered appointment

schedules can predict patients who will need appointments and so

forth for their highest utilization of daily resources. The outcome is

fewer no-shows and better overall service efficiency. Furthermore,

Metz (2023) discusses how AI agents are integrated into health care

services themselves to handle tasks such as registering patients for

clinical trials and helping doctors understand a patient's medical

history. This reduces doctor fatigue, keeps the number of night call-

outs down, and helps cope with the growing shortage of doctors.

By using a Web-Based Integrated Online Booking Management

System with AI-Enhanced Efficiency, iCAN plans to streamline its

operations, improve data accuracy, enhance reporting capabilities,

and help decision-makers make more informed decisions. This system

will reduce the administrative burden on front- line staff, increase

service efficiency, and enhance client satisfaction. It will help iCAN

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stay on a positive development trajectory while also consolidating its

brand

image.

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In sum, the research proposal seeks to use AI technology to

automate and optimize administrative processes, solving the

operational problems faced by iCAN. This approach is in line with

current trends in health care where AI is increasingly used to improve

efficiency and patient care outcomes.

Theoretical Framework

The theoretical framework provides the basis for understanding the

functions created in the Web-based Integrated Online Booking

Management System with AI-Enhanced Efficiency for Izrah Creating

Abilities Now, Inc. (iCAN). For this, we draw upon several theories

supporting the integration of artificial intelligence, automation, and

data management systems into organizational processes.

Parasuraman et al. (2000) - Automation Theory: How technology

makes human tasks more efficient and accurate than they would be

by people alone. Automation is about the design and use of machines

or software that can perform tasks with minimal human intervention,

giving much faster and more reliable outcomes. Through automating

processes at iCAN, alternative means to ensure quality therapy

services can be achieved successfully all year round. Remember,

however, that we are only just beginning. Automation leaves staff

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available for more complex customer-focused tasks than labor-saving

office work, which, in turn, yields better client service overall.

For example, using automated

appointment scheduling will cut the time therapists spend at desks

booking

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sessions by half and give them more opportunities to focus on

individual client care.

John McCarthy (1956) - AI Theory: Ways in which software and

machines can function like human beings, in decision-making,

problem-solving, and optimization. AI involves training systems to

recognize patterns, make predictions, and adapt over time. This

project seeks to develop for iCAN a system based on AI algorithms not

only for simpler appointment booking but to analyze data and produce

meaningful reports. AI-driven predictive analytics will not only

anticipate the wishes of clients but provide recommended schedules,

levels of resource allocation, and appropriate times, thus ensuring that

everything runs smoothly. For example, the AI component of the

system will identify the time period when most appointments are

booked and suggest adjustments in scheduling. This promotes higher

workflow efficiency while fewer appointments overlap.

The study also utilizes DeLone and McLean’s (1992) Information

Systems Success Model, which posits that system quality, information

quality, and user satisfaction are three critical factors for the success

of information systems. System quality refers to the technical

performance of the system, information quality pertains to the

accuracy and relevance of the data produced, and user satisfaction

measures how effectively the system meets user needs. In the

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application of this model to iCAN's AI-boosted booking system, reliable

data processing and accurate computations, alongside an

interactive interface, all

become essential factors for the smooth launch and use by both staff
and

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customers. High system quality ensures smooth functioning, while

consistent information quality makes data generated by the system

trusted by users themselves. All this feeds into user satisfaction and

promotes continuous use of the system.

Finally, the Input-Process-Output (IPO) Model describes how

information is processed within the system being presented. "Input" is

taken from clients: their therapy schedules, requests for new

bookings, and so on. The process involves AI-generated algorithms for

organizing or managing this data, while "output" means that

production includes things like automatically generated schedules

regularly updated from the latest information and reports. Doing so

clarifies how the system under construction will work and greatly

simplifies iCAN's predominant method of data management.

Moreover, feedback loops contained in the IPO model will point out

inefficiencies: from which public fouls up to system improvement! For

example, when a certain schedule continuously has many changes

requested on it, the system can alert this for study and suggest a

more balanced schedule.

A theory like this is a scientific proof based on the Unified Theory,

and its integration of AI and automation into the iCAN Booking System

demonstrates that the proposal can work—that it responds to the

center's present operations problem; development future with

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efficiency achieved. With such a solid theoretical foundation, this

research paper deeply explores the paradigm of AI-

enhanced systems. Because, at the same time, of course, that is bound to

bring

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also substantial conveniences for customer service, which ought to

help when you come too. Bundled Resource Now Contributing directly

to iCAN's mission of bringing exquisite care as possible in all cases to

children with special needs, automation conveniences.

Conceptual Framework

The conceptual framework of this study outlines the logical flow

and functional components necessary for developing the Web-Based

Integrated Online Booking Management System with AI-Enhanced

Efficiency for Izrah Creating Abilities Now, Inc. (iCAN). The framework

adopts the Input-Process-Output (IPO) model, which serves as a

guiding structure in understanding how various elements interact to

deliver the desired outcomes.

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Figure 1: IPO Model

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This model illustrates the transformation of raw data such as client

session details and booking requests into actionable outputs like

automated schedules, improved record accuracy, and enhanced client

satisfaction. It emphasizes how data is processed through intelligent

systems to generate reliable, efficient, and scalable solutions.

Conceptual Paradigm

INPUT → PROCESS → OUTPUT

Input

Input refers to the essential information required to operate the

system effectively. This includes:

 Client Data: Names, contact information, service requirements.

 Appointment Requests: Preferred dates, times, and therapists.

 Staff Schedules: Therapist availability, service allocations.

 User Feedback: Suggestions and concerns from clients and

staff, used to guide improvements.

Process

The system processes data through a series of automated and

AI- enhanced steps:

 AI Scheduling: Automatically matches clients with available

therapists, resolving conflicts and optimizing session timing.

 Predictive Analytics: Analyzes historical trends to forecast

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future

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demand and recommend scheduling patterns.

 Data Validation: Ensures accuracy through automated checks

and error detection mechanisms.

 Automated Responses: Sends real-time confirmations,

reminders, and notifications to stakeholders.

Output

The expected system outputs include:

 Confirmed Appointments: Finalized and conflict-free bookings.

 System Reports: Attendance records, therapist utilization,

and session analytics.

 Real-Time Notifications: Automated alerts for clients and staff.

 Predictive Reports: Insights into scheduling trends, therapy

demands, and service optimization.

This IPO framework clearly delineates how iCAN’s manual

administrative processes will transition into a digital, AI-enhanced

workflow. It highlights the continuous feedback loop, where user

feedback from the output stage feeds back into the system’s inputs

promoting adaptability and continuous improvement. By leveraging

automation and intelligent data management, the framework

ultimately supports iCAN's overarching goal: to optimize

operational efficiency and deliver high-quality, client-centered

therapy services.
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Statement of the Problem

Izrah Creating Abilities Now, Inc. (iCAN) currently utilizes a manual

approach in handling client bookings, therapy schedules, and

administrative data. This process often results in inefficiencies such as

booking conflicts, delays in confirmations, and data management

errors. These issues hinder operational productivity and affect the

overall client experience, especially in a setting that caters to children

with special needs and developmental challenges. As the demand for

accessible, timely, and personalized therapy services grows, the need

for a more intelligent and automated solution becomes increasingly

evident.

To address these concerns, this study proposes the development of

a Web- Based Integrated Online Booking Management System with AI-

Enhanced Efficiency. The system aims to streamline operations,

improve data accuracy, and enhance the quality of services offered to

iCAN clients.

Based on the research objectives, the following research questions

will be addressed:

1. What are the existing issues encountered by iCAN staff and

clients in the current manual booking and data management system

in terms of:
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1.1Efficiency

1.2.Accuracy

1.3.Scheduling conflicts

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2. What specific difficulties do stakeholders (administrators,

therapists, clients) experience when using the current manual system?

3. What is the level of acceptability of the proposed AI-powered

online booking management system from the users' perspective?

4. Is there a significant difference between the assessments of

administrators, therapists, and clients regarding the current manual

system’s performance and the proposed AI-enhanced system?

5. How do stakeholders (administrators, therapists, clients)

evaluate the AI- enhanced booking management system in terms of:

5.1.Scheduling efficiency

5.2.Data accuracy and accessibility

5.3.User satisfaction

6. What suggestions or feedback do users provide after interacting

with the AI- powered system?

General Problem

Izrah Creating Abilities Now, Inc. (iCAN) faces operational

inefficiencies and challenges in client booking, therapy scheduling,

and data management due to its reliance on a manual system, which

negatively impacts service delivery and client satisfaction.

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Specific Problems

1. What inefficiencies and inaccuracies are present in iCAN’s

current manual booking and data management system?

2. What scheduling conflicts and delays do iCAN staff and clients

experience under the existing manual process?

3. What difficulties do administrators, therapists, and clients face

when using the manual system for bookings and data handling?

4. How do the users perceive the acceptability and usefulness of

the proposed AI-enhanced online booking management system?

5. Is there a significant difference in the evaluations of the manual

system versus the AI-powered system among different

stakeholder groups (administrators, therapists, clients)?

6. How do stakeholders assess the AI system’s performance in

scheduling efficiency, data accuracy, accessibility, and user

satisfaction?

7. What suggestions or feedback do users offer after using the AI-

enhanced booking management system?

General Objective

To develop and evaluate a Web-Based Integrated Online Booking

Management System with AI-Enhanced Efficiency that optimizes

operations, improves data accuracy, and enhances service quality at

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iCAN.

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Specific Objectives

1. To identify and analyze the inefficiencies and inaccuracies

present in iCAN’s current manual booking and data

management system.

2. To examine the scheduling conflicts and delays experienced by

iCAN staff and clients under the existing manual process.

3. To assess the challenges faced by administrators, therapists,

and clients when using the manual system for bookings and

data handling.

4. To determine the level of acceptability, usability, and perceived

usefulness of the proposed AI-enhanced online booking

management system among stakeholders.

5. To compare the evaluations of the manual system versus the AI-

powered system from the perspectives of different stakeholder

groups, including administrators, therapists, and clients.

6. To evaluate the AI system’s performance in terms of scheduling

efficiency, data accuracy, accessibility, and overall user

satisfaction.

7. To gather and analyze user feedback and suggestions following

their experience with the AI-enhanced booking management

system.

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Hypotheses

H₀₁: There is no significant difference between the evaluations of

the

manual booking and data management system and the AI-enhanced

online booking management system in terms of scheduling efficiency,

data accuracy,

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accessibility, and user satisfaction as assessed by administrators,

therapists, and clients of iCAN.

Hₐ₁: There is a significant difference between the evaluations of

the manual booking and data management system and the AI-

enhanced online booking management system in terms of

scheduling efficiency, data accuracy, accessibility, and user

satisfaction as assessed by administrators, therapists, and clients

of iCAN.

Scope and Limitations of the Study

This study focuses on the design, development, and

evaluation of a Web-Based Integrated Online Booking Management

System with AI- Enhanced Efficiency for Izrah Creating Abilities

Now, Inc. (iCAN). The system aims to improve client appointment

scheduling, therapy session management, and administrative data

handling through automation and artificial intelligence.

Delimitations

 Study Location and Population: The research is delimited to

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iCAN, a therapy center located in Makati City, Philippines, and

involves its administrators, therapists, and clients. This

geographic and institutional delimitation allows for targeted

system development based on the

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specific needs of iCAN but limits applicability to other

organizations or regions with different operational structures.

 Scope of Services Covered: The system focuses on booking

and scheduling for iCAN’s primary services, including

occupational therapy, speech therapy, and SPED tutorials.

Services outside this scope are excluded to maintain project

focus and feasibility.

 Features of the AI System: The study confines the AI

functionalities to automated scheduling, conflict resolution,

data validation, predictive analytics for demand forecasting,

and real-time notifications. More advanced AI features, such

as natural language processing or integration with external

platforms, are beyond the research scope.

 Time Frame: The study covers system development and initial

evaluation over a specific period, focusing on short-term

usability and effectiveness rather than long-term impact.

These delimitations define the boundaries of the research and

are controlled by the researcher to ensure the project remains

focused and manageable.

Limitations

 User Adaptability and Technology Literacy: The success of

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the AI- enhanced system depends on the willingness and

capability of users to adopt the new technology. Variations in

user familiarity with digital tools

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may affect the system’s effectiveness and the reliability of user

feedback.

 Sample Size and Generalizability: The study involves a limited

number of participants from iCAN, which may limit the ability

to generalize findings to other institutions or larger

populations with differing workflows and client demographics.

 Technical Constraints and Infrastructure: The system requires

reliable internet access and compatible hardware, which may

not be consistently available to all users, potentially affecting

system accessibility and performance.

 Short-Term Evaluation: The study’s duration limits

assessment to the initial phases of system implementation.

Long-term effects on operational efficiency, client

satisfaction, and organizational outcomes remain

unexamined.

 Data Privacy and Security: While basic data protection

measures are implemented, comprehensive cybersecurity

protocols and risk assessments are outside this study’s scope

and require further development beyond the research

timeline.

Generalizability
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 Due to the defined delimitations and inherent limitations, the

findings of this study are most applicable to organizations similar

in size, scope, and

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service offerings as iCAN, particularly those operating within

comparable technological and demographic contexts. Caution

should be exercised when applying the results to different settings

or larger populations without further validation.

Significance of the Study

This study holds considerable significance for multiple

stakeholders, as it aims to improve operational efficiency, data

management, and service delivery at Izrah Creating Abilities Now,

Inc. (iCAN) through the development of a Web-Based Integrated

Online Booking Management System enhanced with artificial

intelligence (AI).

1. To the Administration and Staff: The system will significantly

enhance administrative efficiency by automating client data

management and appointment scheduling. It will reduce

human errors, eliminate the need for extensive paperwork,

and provide real-time access to client information.

Additionally, AI-optimized scheduling will enable staff to

better allocate therapists’ hours, promoting smooth and

efficient daily operations.

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2. To Clients and Their Families: Clients and their families will benefit

from a more convenient and transparent booking process. They

will be

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able to book appointments online, receive instant

confirmations, and access their session histories at any time.

Automated reminders will help minimize cancellations,

encourage regular attendance, and ultimately contribute to

improved therapy outcomes.

3. To Therapists: The system will provide therapists with an

organized and comprehensive view of their schedules and

client progress. By reducing administrative burdens,

therapists can devote more attention to delivering quality

care. AI-powered analytics will also support therapists in

tracking their workload and making informed, data-driven

decisions to optimize therapy delivery.

4. To the Research Community: This study contributes to the

emerging literature on the application of AI in health services

delivery, particularly in therapy and special education

settings. It highlights the potential of AI technologies to

improve scheduling and data management processes,

providing a foundation for future research on AI integration in

similar healthcare and therapy contexts.

5. To Other Therapy Centers and Clinics: The findings and the

developed system offer practical guidance for other therapy

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centers and clinics facing similar operational challenges. The

scalable AI-powered booking management solution presented

in this study may inspire other organizations to adopt

innovative technologies, thereby advancing

efficiency and service quality across the field.

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Definition of Terms

Important terms used in this study will thus merit a precise

definition to guarantee an accurate understanding of the content

investigated:

Artificial Intelligence (AI) – Refers to the simulation of human

intelligence in computer systems. In this study, it specifically

pertains to algorithms used for automated scheduling, predictive

analytics, and conflict detection within the booking management

system.

Booking Management System – A software application used to

schedule and manage appointments. In this research, it is a web-

based platform developed to replace manual scheduling processes

at iCAN.

Client – Refers to the children who receive therapy services at iCAN,

as well as their parents or guardians who interact with the system

to manage appointments and records.

Data Accuracy – The degree to which data is correctly entered,

stored, and retrieved without error. It is a key performance metric

for the proposed AI- powered system.

Efficiency – In the context of this study, efficiency refers to the

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ability of the system to streamline administrative processes, reduce

time spent on manual tasks, and optimize scheduling with minimal

human intervention.

Manual System – The current non-digital method used by iCAN to

record

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client data, schedule appointments, and manage information,

which relies heavily on paperwork and human input.

Online Booking – The process of scheduling appointments over the

internet through a web interface. This functionality is central to the

proposed system and includes features such as session selection,

confirmation, and cancellation.

Scheduling Conflict – A situation where two or more appointments

overlap or are assigned to the same resource (e.g., therapist or

room) at the same time. AI functionality in the system aims to

automatically detect and resolve these conflicts.

Stakeholders – The key individuals involved in the use or evaluation

of the system. This includes administrators, therapists, and clients

(or their guardians) at iCAN.

System Usability – Refers to how easy and efficient it is for users to

interact with the system. This will be evaluated through feedback

gathered during the study.

Therapists – Licensed professionals at iCAN who provide services

such as speech therapy, occupational therapy, or special education

tutorials. Their schedules and client data are managed through the

new system.

Web-Based System – A software application that operates over the

internet

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via a web browser. The system developed for this study does not

require installation on individual devices, making it accessible from

various locations.

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Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

Introduction
AI is revolutionizing the way appointment, resource and
relationship management are done in the healthcare and services
industries through online booking software. AI-enabled solutions
simplify tasks, reduce administrative errors, and enhance customer
service. The purpose of this chapter is to review the literature and
studies, locally and internationally, that address the impact and
benefits of AI in online booking platforms, specifically on therapy
centers and other organizations that provide services.

Foreign Literature

Taha et al. (2025) discussed the revolutionary impact of

artificial intelligence on online booking systems, emphasizing how AI-
driven ticketing and reservation platforms enhance customer service,
improve response times, and streamline booking processes. One of
the most significant advantages of AI- powered booking platforms is
their ability to instantly understand and respond to customer
inquiries. Through the implementation of natural language processing
(NLP) and automation, these systems minimize human intervention,
allowing reservations to be processed faster and more efficiently.
These advancements align with the objectives of iCAN’s proposed AI-
enhanced booking system, which aims to improve service efficiency
and reduce manual workload.

Bhuiyan (2024) highlighted another major advantage of AI in

booking systems—its ability to analyze customer behavior, past
reservations, and previous experiences to provide personalized
service recommendations. Rather than offering generic booking
options, AI extracts and utilizes data to suggest services tailored to
individual preferences. This personalized approach not only enhances
customer satisfaction but also optimizes service utilization, ultimately
increasing business revenue. Similarly, iCAN’s online booking system
can leverage AI to customize appointment recommendations,
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ensuring that clients receive the most relevant services based on
their needs.

Furthermore, Kocabas (2024) explored the role of AI in

customer relationship management (CRM) within booking
platforms. AI-driven CRM

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systems enable businesses to monitor customer interactions,
automate follow-up communications, and analyze feedback to
improve service delivery. By adding a personalized touch to each
customer interaction and ensuring timely updates, businesses can
strengthen client relationships and foster customer loyalty. These
findings support the integration of AI-powered CRM functionalities in
iCAN’s booking system, allowing for automated notifications, follow-
ups, and client engagement.

Khamaj (2025) identified AI chatbots as one of the most

transformative innovations in AI-enhanced booking systems. Instead
of waiting in long queues for customer service assistance, users can
now receive instant responses to their queries at any time. AI
chatbots handle booking confirmations, rescheduling, and frequently
asked questions, ensuring a seamless online customer experience
without requiring human intervention. These advancements
significantly reduce wait times and improve customer satisfaction
across various industries. Similarly, iCAN’s booking system can
integrate AI chatbots to assist clients with scheduling appointments,
answering inquiries, and providing timely reminders.
AI has also revolutionized cybersecurity in the online booking sector.
Ying and Quay (2024) examined AI-powered fraud detection tools that
prevent unauthorized access, monitor suspicious transactions, and
enhance payment security. Many businesses have adopted biometric
authentication systems, such as facial recognition and fingerprint
scanning, to restrict unauthorized users from making reservations.
These AI-driven security measures have significantly improved the
reliability and safety of online booking platforms. In the same way,
iCAN’s booking system will implement AI-based security protocols to
protect client data and ensure a secure appointment scheduling
process.

In addition, Kurnaz (2024) highlighted the increased

accessibility of booking systems across multiple platforms due to AI
integration. AI-powered platforms ensure that booking remains a
seamless experience, whether through a website, mobile application,
or voice-assisted booking system. Automated reminders, AI-driven
suggestions, and smart scheduling functionalities enable users to
book services conveniently, regardless of location. Businesses benefit
from AI-enhanced booking systems by improving customer
engagement and optimizing reservation management. These insights
reinforce the importance of AI-driven accessibility features in iCAN’s
booking platform, ensuring that clients can efficiently schedule
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appointments across multiple digital channels.

Local Literature

Dela Cruz (2023) examined the impact of AI-driven booking

technology in the hospitality industry, emphasizing its role in
minimizing booking errors,

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providing real-time updates on room availability, and dynamically
adjusting prices based on demand. The study found that AI-powered
booking systems enhance guest satisfaction by streamlining the
reservation process while also increasing revenue for hotels and
lodging establishments. These findings align with the objectives of
iCAN’s proposed system, emphasizing the benefits of automation in
reducing scheduling conflicts and improving overall service efficiency.

In the transportation sector, Santos (2024) explored how AI has

significantly improved booking systems for ride-hailing services such
as Grab and Angkas. These platforms utilize AI algorithms to match
riders with the nearest available drivers, optimize fare calculations
based on traffic conditions, and determine the most efficient travel
routes. The study concluded that AI integration in booking systems
reduces wait times, improves ride allocation, and enhances the
overall user experience. These insights support the application of AI in
iCAN’s online booking system, ensuring seamless and optimized client
appointment scheduling.

Villanueva and Ramos (2023) investigated the role of AI in

enhancing the security of online booking systems across various
industries in the Philippines, including e-commerce, travel services,
and ticketing platforms. Their research highlighted the
implementation of AI-driven fraud detection tools, biometric
authentication, and multi-factor verification processes to safeguard
transactions and prevent unauthorized bookings. The study
emphasized that AI-enabled security measures build consumer trust
and ensure safer online transactions. Similarly, iCAN’s proposed
booking system will incorporate AI-powered security features to
protect client data and maintain confidentiality.

In the healthcare industry, Garcia et al. (2024) explored how AI-

driven appointment scheduling tools have simplified the process of
booking consultations with doctors and specialists. Hospitals and
small healthcare providers across the country now employ AI systems
to send automated reminders, prevent double bookings, and maintain
accurate digital health records. The study found that these AI
innovations save time for both patients and healthcare professionals
while reducing scheduling conflicts. Such advancements support the
integration of AI-driven appointment systems in iCAN, ensuring
efficiency in managing client bookings and inquiries.

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 Reyes (2023) examined the role of AI in enhancing e-commerce
and online booking platforms in the Philippines. Many businesses now
utilize AI- powered booking tools to manage reservations, predict
customer preferences, and offer personalized recommendations
based on past transactions and browsing behavior. These AI-driven
insights enable businesses to provide

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targeted promotions, improve customer retention, and ensure
smoother booking processes. The study highlights how similar AI-
driven functionalities can enhance iCAN’s online booking system,
ensuring a more personalized and efficient user experience.

Lastly, Mendoza (2024) discussed how small and medium-sized

enterprises (SMEs) in the Philippines have increasingly adopted AI in
their booking systems to improve accessibility and customer
engagement. Many local businesses now allow bookings through
various platforms, including websites, mobile applications, and social
media. AI chatbots further enhance customer interactions by
providing instant responses, sending reminders, and offering
personalized recommendations. The study suggests that such AI-
enabled automation ensures a seamless and efficient booking
experience, which aligns with the objectives of iCAN’s proposed
system.

Foreign Studies

According to Smith and Jones (2021), AI-driven scheduling

systems have revolutionized healthcare appointments by enhancing
operational efficiency and reducing administrative burdens. Their
study showed that AI integration in appointment management
reduced client no-shows by 30% and improved the overall experience
by allowing clients to schedule, reschedule, and cancel appointments
with ease.

In a study by Patel et al. (2020), the effectiveness of AI-powered

online booking systems was evaluated in a hospital setting. The
research found that AI- enabled systems were not only faster in
handling booking requests but also more accurate in predicting the
best time slots for patients, ultimately reducing wait times and
improving satisfaction.

Liu and Zhang (2022) found that AI chatbots, integrated into

appointment scheduling platforms, significantly improved client
interaction by offering immediate responses to inquiries. Their study
showed a 40% increase in client engagement and satisfaction, as the
chatbot could efficiently manage scheduling, answer frequently asked
questions, and send reminders.

Chen and Lee (2021) examined how AI-driven scheduling

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systems improved patient retention rates in healthcare facilities. Their
study revealed that personalized booking experiences, powered by AI,
led to a 35% increase in patient loyalty, as clients appreciated the
tailored and responsive approach to managing appointments.

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Johnson (2019) reviewed AI’s role in automating administrative
tasks in healthcare. The study found that AI-driven scheduling and
data management systems helped improve staff productivity by 20%,
as administrative work such as client data entry and appointment
scheduling was automated, allowing staff to focus on direct patient
care.

Park et al. (2020) investigated the integration of AI in service

industries beyond healthcare, focusing on its impact on customer
experience in salons and spas. The study found that businesses using
AI-driven scheduling systems saw a 25% improvement in client
satisfaction and a 30% reduction in no-shows, as AI was able to
predict and adjust bookings based on client behavior patterns.

Local Studies

Cruz and Bautista (2022) explored the role of AI in enhancing

online appointment systems in the healthcare sector in the
Philippines. Their study revealed that AI-enabled scheduling platforms
significantly reduced appointment scheduling errors and improved
client satisfaction by providing real-time updates and reminders for
scheduled visits.

In a study conducted by Alvarado et al. (2021), AI-powered

online booking systems were implemented in a private hospital in
Metro Manila. The research found that the hospital experienced a 20%
increase in appointment efficiency, as the AI system streamlined
scheduling, minimized missed appointments, and reduced client wait
times.

According to Dela Cruz and Santos (2023), AI-driven scheduling

systems have been successful in improving the operations of small
clinics and therapy centers in the Philippines. Their study highlighted
how AI tools reduced administrative burdens, enabling staff to focus
more on client care, and increased client retention rates by enhancing
booking convenience.

Solis et al. (2020) analyzed the implementation of AI in

appointment scheduling for businesses in Metro Manila. They found
that AI systems enhanced customer experience by offering faster
booking options, reducing customer complaints about long waiting
times, and improving the overall operational efficiency of local
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businesses.

In a study by Garcia and Mendoza (2024), the integration of AI

in appointment scheduling in the education sector of the Philippines
was evaluated. The researchers found that AI-driven platforms
allowed schools and universities to efficiently manage scheduling
for meetings, consultations, and exams,

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ultimately reducing scheduling conflicts and improving administrative
workflow.

Villanueva et al. (2021) investigated the effectiveness of AI-

powered online booking systems in improving customer engagement
in retail businesses in the Philippines. Their findings indicated that AI
tools enhanced customer service by personalizing the booking
process and improving response times, leading to higher customer
satisfaction and return rates.

Synthesis and Relevance of the Reviewed Literature and Studies

These studies in foreign and local literature form a sound

foundation for establishing the current issues surrounding the
management of client data, appointment scheduling as well as for AI
integration in therapy centers. In foreign publications, the essence of
the trend is similar: the desire to introduce automated systems into
work, formally consolidate artificial intelligence as an integral part of
personnel engagement, and launch client-oriented platforms. On the
flip side, local literature highlights that there is a high demand for
digital transformation in therapy centers in the Philippines, especially
for organizations such as Izrah Creating Abilities Now, Inc. (iCAN) that
continue to use manual processes.

The foreign and local studies corroborated the benefits derived

from the utilization of web-based management systems, wherein
findings indicated enhancements to data accuracy, operational
efficiency, and client satisfaction. These studies highlight the
fundamental importance of AI in minimizing human error, providing
data-driven insights, and optimizing booking procedures.

Bringing together these insights, it becomes clear that an

enhanced online booking management system enhanced by AI is
entirely relevant — and required for iCAN. Abstract The new
automated system aims to eliminate risks related to manual data
processing, speed up client-tracing appointments, and help enable
better choices supporting the center's goal of delivering quality care
and extending its service. By addressing and filling the identified
gaps, this synthesis emphasizes the relevance of the study, followed
by solutions that are new and relevant to implementation in iCAN
context.

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Chapter 3

RESEARCH METHODOLOGY

Introduction

This chapter presents the methods and processes used in

conducting the study, which aims to develop and evaluate a Web-
Based Integrated Online Booking Management System with AI-
Enhanced Efficiency for Izrah Creating Abilities Now, Inc. (iCAN). It
outlines the research design, system development methodology,
sampling techniques, respondents’ profiles, instruments used in data
collection, and statistical tools for analyzing the data gathered. The
objective is to provide a systematic approach for ensuring the
credibility, accuracy, and relevance of the study's results.

Method of Research

This study employed the quantitative research method to

systematically collect, analyze, and interpret numerical data related
to the current manual system and the proposed AI-enhanced booking
management system of Izrah Creating Abilities Now, Inc. Quantitative
research is appropriate for this project as it allows the researchers to
measure and statistically analyze the perceptions, challenges, and
level of acceptability of the system among different users
administrators, therapists, and clients.

A descriptive-comparative quantitative design was utilized. The

descriptive aspect focused on identifying and describing the issues
and inefficiencies in the current manual system. The comparative
aspect evaluated the differences in performance, accuracy, and user
satisfaction between the existing manual process and the proposed
AI-powered web-based system.

Data was collected using a structured survey questionnaire

composed of close-ended questions based on a Likert scale. These
instruments were designed to measure specific variables such as
scheduling efficiency, data accuracy, user satisfaction, and system
acceptability. The responses were statistically analyzed to draw
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conclusions about the effectiveness of the new system and its
potential benefits to the organization.

The results of this method provided objective evidence on

whether the

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proposed system significantly improves operational performance and
meets user expectations.

System Method

To develop the Web-Based Integrated Online Booking

Management System with AI-Enhanced Efficiency for Izrah Creating
Abilities Now, Inc. (iCAN), the researchers employed the Agile
Software Development Methodology. Agile was selected due to its
iterative, flexible, and collaborative nature—well-suited for rapidly
evolving user requirements and ongoing feedback, especially in a
therapy-based service environment.

The Agile methodology is structured around short development

cycles known as sprints, each focusing on the continuous delivery of
functional components of the system. At the end of each sprint, a
working module was presented to stakeholders (administrators,
therapists, and selected staff) for review and feedback. Their input
was immediately incorporated into the next cycle, ensuring that the
system remained aligned with real-world needs and expectations.

Figure 2.1 Agile Methodology

The development followed these key Agile phases:

1. Planning and Requirements Gathering

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Stakeholder consultations and observations were conducted to
identify

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pain points in the current manual system. User stories were
created to reflect client, staff, and therapist needs.

2. Design
User interfaces and system architecture were designed with a
focus on usability, accessibility, and integration with AI
components for scheduling and conflict detection.

3. Development
System modules were developed incrementally, including client
registration, booking calendar, therapist matching, AI-powered
scheduling, and feedback reporting.

4. Testing
Each iteration was tested rigorously using unit testing,
integration testing, and user acceptance testing. Real users
provided hands-on feedback after each sprint cycle.

5. Deployment and Evaluation

The final version of the system was deployed in a controlled
environment. Feedback and evaluation from actual users
helped assess effectiveness and inform future improvements.

Population, Sample Size, and Sampling Technique

The study population includes iCAN’s operational team and

client base, specifically:

 Administrative staff (e.g., front desk personnel, schedulers)

 Licensed therapists (occupational, speech, SPED)
 Clients (parents or guardians of children receiving

services) The study will involve a total of 36 respondents:

 1 administrative staff member

 15 therapists
 20 clients

A purposive sampling technique is used to select participants who are

directly involved with or affected by the booking system.

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Description of Respondents

The respondents of this study are carefully selected individuals

who are directly involved with or affected by the booking system at
Izrah Creating Abilities Now, Inc. (iCAN). They represent different roles
within the organization to provide a well-rounded perspective on the
current manual booking process and the proposed AI-enhanced web-
based system. The diversity among respondents helps ensure that
the evaluation reflects the experiences and needs of all users.
Administrator: Responsible for managing bookings, maintaining client
records, and overseeing daily administrative operations. This role
provides managerial insights into system functionality.

1. Administrator: Responsible for managing bookings, maintaining

client records, and overseeing daily administrative operations.
This role provides managerial insights into system functionality.

2. Therapists: Licensed professionals specializing in occupational

therapy, speech therapy, and special education, who frequently
use the system for scheduling and monitoring clients. Their
feedback pertains to clinical scheduling and service delivery.

3. Clients: Parents or guardians of children receiving therapy, who

interact with the system for appointment booking and
information access. Their feedback reflects system accessibility
and user satisfaction.

Research Instrument

The primary tool for data collection in this study is a researcher-

made structured questionnaire, crafted based on insights from related
literature and aligned with the study’s objectives. This instrument is
designed to gather comprehensive feedback from the three primary
stakeholder groups of Izrah Creating Abilities Now, Inc. (iCAN)—
administrators, therapists, and clients— regarding both the current
manual booking and data management system, as well as the newly
developed AI-enhanced online booking management system.

The questionnaire is divided into four main sections:

Part I: Demographic Profile

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 This section collects background information from respondents,
including their age, gender, role (administrator, therapist, or client),
educational background, years of experience (if applicable), and level
of familiarity with technology. These data points are intended to
contextualize responses and

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support subgroup analyses but are not the primary focus of the study.

Part II: Evaluation of the Current Manual Booking and Scheduling System
This section aims to assess the current manual processes used by iCAN in
terms of:
 Efficiency
 Accuracy
 Scheduling Conflicts

Respondents are asked to rate their agreement with specific

statements reflecting their experience with the manual system. A 4-
point Likert scale is used to eliminate neutrality and encourage more
decisive responses:

4 – Strongly
Agree 3 – Agree
2 – Disagree
1 – Strongly Disagree

Part III: Perceived Usefulness and Acceptability of the AI-Enhanced

System This section evaluates stakeholder perceptions after interacting
with the newly developed AI-powered booking management system. It
includes items measuring:

 Scheduling efficiency
 Data accuracy and accessibility
 Ease of use
 Overall user satisfaction

Willingness to adopt and continue using the system

The same 4-point Likert scale is applied to encourage definitive
opinions: 4 – Strongly Agree
3 – Agree
2 – Disagree
1 – Strongly Disagree

Part IV: Open-Ended Feedback Section

To complement the quantitative data, this section provides
space for qualitative insights. Respondents are invited to share their
experiences, challenges, and recommendations regarding the AI-
enhanced system. This feedback will be instrumental in identifying
improvement areas and understanding user expectations beyond the

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Data Gathering Procedure

The data gathering process for this study follows a structured

sequence to ensure the reliability and validity of the information
collected from stakeholders. The steps are outlined as follows:

1. Preliminary Coordination
Formal approval will be obtained from the management of Izrah
Creating Abilities Now, Inc. (iCAN) to conduct the research and
implement the prototype of the AI- enhanced online booking
management system. This step ensures institutional support and
ethical compliance.

2. Questionnaire Distribution (Pre-Implementation Phase)

Pre-implementation questionnaires will be distributed to
administrators, therapists, and clients. This baseline survey aims to
assess the current manual system’s performance in terms of
efficiency, accuracy, and user satisfaction.

3. System Implementation
The AI-powered booking management system will be deployed for
actual use within the iCAN setting. A brief orientation and training
session will be conducted to familiarize stakeholders with the
system’s features and functions, ensuring informed participation in
the evaluation process.

4. Post-Implementation Evaluation
After a sufficient usage period, post-implementation questionnaires
will be administered to the same stakeholders. This phase is intended
to capture changes in user perceptions and to evaluate improvements
in scheduling efficiency, data accuracy, and overall satisfaction.

5. Data Collection and Documentation

All completed questionnaires and feedback forms will be collected,
organized, and documented securely. The data will be prepared for
statistical and thematic analysis to draw meaningful conclusions
regarding the impact of the AI-enhanced system.

Statistical Treatment of Data

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 The data collected from the survey questionnaire will be
processed and analyzed using descriptive and inferential statistical
methods appropriate for a quantitative research design.

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1. Descriptive Statistics
Descriptive statistics will be used to summarize and describe the
basic features of the data. These include:

 Frequency and Percentage Distribution – to present the

demographic profile of respondents (age, gender, role, etc.).
 Mean and Standard Deviation – to determine the average level
of agreement or disagreement with each statement in Parts II
and III of the questionnaires. This will help in assessing overall
perceptions of the manual system and the proposed AI-powered
system.

2. Likert Scale Analysis

A 4-point Likert scale (ranging from 1 = Strongly Disagree to 4 =
Strongly Agree) will be applied to measure the level of agreement of
respondents with the system evaluation statements. The scale
excludes a neutral option to encourage definitive feedback and more
accurate interpretation of opinions.

The interpretation of the mean scores will follow this guide:

Range Verbal Interpretation

3.26–4.00 Strongly Agree
2.51–3.25 Agree
1.76–2.50 Disagree
1.00–1.75 Strongly Disagree

3. Inferential Statistics
To determine whether there are significant differences in responses
among different stakeholder groups (administrators, therapists, and
clients), the following test will be used:

 One-Way Analysis of Variance (ANOVA) – to compare the mean

scores of the three groups regarding:
 Perceptions of the manual system
 Perceived acceptability and usefulness of the AI-powered system.

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APPENDIX A
Questionnaire

Part I: Demographic Profile

(Please check or fill in the appropriate response.)

Name:

1. Stakeholder Group
☐ Administrator ☐ Therapist ☐ Client (Parent/Guardian)

2. Age
☐ Below 25 ☐ 25–34 ☐ 35–44 ☐ 45–54 ☐ 55 and above

3. Gender
☐ Male ☐ Female

4. Years of Experience (for Admins and Therapists only)

☐ Less than 1 year ☐ 1–3 years ☐ 4–6 years
☐ 7–10 years

5. Familiarity with Technology/Online Systems

☐ Very Familiar ☐ Moderately Familiar ☐ Slightly Familiar

Part II: Assessment of the Current Manual System

Please rate your agreement with each statement based on your experience
with the current system.
(1 - Strongly Disagree | 2 - Disagree | 3 - Agree | 4 - Strongly Agree)

Statements 1 2 3 4
The current booking process is efficient.

Data entry and retrieval in the current system are accurate.

Booking conflicts frequently occur.

Delays in confirmations are common.

Managing schedules manually is time-consuming.

am satisfied with the current manual system.

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I am satisfied with the current manual system.

Part III: Evaluation of the Proposed AI-Enhanced System

(Complete this section after interacting with the AI-powered system or
prototype) (1 - Strongly Disagree | 2 - Disagree | 3 - Agree | 4 - Strongly
Agree)

Statements 1 2 3 4
The AI-enhanced system improved booking efficiency.

The system reduced scheduling conflicts.

The data is more accurate and easier to access.

The system is user-friendly and easy to navigate.

The system provides timely booking confirmations.

The system improves communication between staff

and clients.
I am satisfied with the overall performance of the AI-
powered system.
I would prefer using this system over the manual
process.

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