In the contemporary landscape, the ever-evolving realm of technology exerts a profound influence on consumer behavior across various industries, and the Petro retail sector is no exception. Recognizing the pivotal role that technology plays in shaping the fueling experience, it becomes imperative to identify the services offered and understand their impact on customer expectations and satisfaction. This study is dedicated to unraveling the intricate factors that influence consumer buying behavior in the Indian Petro retail sector. Employing a survey method with convenience sampling, we gathered valuable insights from customers, utilizing a quantitative approach with SPSS (version 23) for robust statistical analysis. Our findings illuminate a pronounced inclination among customers to adopt technologies that enhance the accessibility of services at fuel stations, thereby elevating the overall fueling experience. These technologies encompass a spectrum, ranging from ATMs and convenience stores to digital cards and SMS & email confirmations. Notably, within the Indian Oil and Gas industry, our study reveals a negligible downstream technology adoption, despite the increasing imperative for sustainable operations and revenue maximization. This study stands as a pioneering endeavor in the Petro retail sector, offering insights of immense value to service providers' managers, urging them to align their offerings with technological advancements to meet customer expectations effectively. In essence, it sheds light on a crucial yet overlooked aspect, emphasizing the need for technology adoption for the industry's sustainable evolution.
Author(s) Details:
Santanu Purohit,
School of Business, University of Petroleum & Energy Studies,
Dehradun, India.
Arvind Kumar Jain,
ETPL,
Kolkata, India.
Sujoita Purohit,
ETPL, Kolkata, India.
Please see the link here: https://stm.bookpi.org/CRBME-V2/article/view/13665
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