Optimization of Roadside Assistance Services: A MOORA-Based Performance Evaluation Framework for Vehicle Breakdown Management Systems

The Vehicle Breakdown Assistance Management System (VBAMS) represents a comprehensive web-based solution designed to address the critical challenges faced by vehicle owners during mechanical emergencies. With the exponential growth in vehicular traffic and the inherent unpredictability of breakdowns, traditional assistance methods have proven inadequate, often leaving drivers stranded with limited, unreliable options. This study introduces VBAMS as a centralized digital platform that seamlessly connects distressed vehicle owners with verified, nearby mechanics through real-time, location-based services. The system architecture encompasses three distinct user roles: Users (vehicle owners), Mechanics (service providers), and Administrators (system controllers), each with specific functionalities to ensure coordinated breakdown assistance. Users can register, submit service requests using GPS-enabled location detection, browse verified mechanics with ratings and specializations, and provide feedback post-service. Mechanics undergo admin verification before gaining platform access, enabling them to manage availability and build credibility through user reviews. Administrators maintain system integrity by verifying mechanic credentials and monitoring platform activities. To evaluate existing roadside assistance providers, this research employs the Multi-Objective Optimization by Ratio Analysis (MOORA) method, analyzing eight major providers across six critical criteria: service coverage area, response time efficiency, service quality rating, annual membership cost, service call limitations, and wait time for support. The comparative analysis reveals USAA Roadside Assistance as the top performer with an assessment value of 0.1659, followed by AAA (0.0390) and GEICO (0.0236). VBAMS addresses market inefficiencies by providing transparency, accountability, and improved response times through digital integration. The platform's technical foundation utilizes PHP, MySQL, HTML, CSS, JavaScript, and Bootstrap framework, ensuring scalability and cross-device compatibility. This innovative solution transforms traditional roadside assistance by leveraging modern web technologies to create a reliable, accessible, and user-friendly emergency response system.