I. Introduction

The appliance repair industry is essential to homeowners, yet it faces persistent challenges that hinder its efficiency and customer satisfaction. A study by Tandoc et al. (2023) revealed that 82% of homeowners struggle to schedule timely repair services, while 87.62% find the unpredictability of repair durations to be a major frustration. These issues are compounded by the limited availability of skilled technicians, resulting in service delays and backlogs. As Nistor et al. (2015) suggest, optimizing technician scheduling and demand response could help improve service delivery and reduce these delays.

Another major challenge in the industry is the lack of transparency in the repair process. Laitala (2021) found that customers often remain uninformed about the progress of their repairs, leading to dissatisfaction. Additionally, unreliable repair timelines contribute to customer frustration, with some repairs being delayed by up to 17% beyond the expected completion date (Pham & Kiesmüller, 2024). These issues highlight the need for a solution that enhances both operational efficiency and clear communication between service providers and customers.

TFIX is designed to address these challenges by introducing an efficient, transparent system for scheduling and tracking appliance repairs. The platform uses advanced scheduling algorithms to optimize technician assignments, reducing wait times and improving service efficiency. With features like real-time progress tracking and detailed repair status updates, TFIX offers transparency throughout the repair process, fostering trust and reducing customer uncertainty. By streamlining service delivery and ensuring clearer communication, TFIX aims to improve both the operational efficiency of repair technicians and the overall customer experience.