Customer buying habits have evolved significantly with the rise of technology adoption, especially in retail. This shift is particularly noticeable in petro retailing in India, where technology has begun to shape consumer experiences. However, alongside this progress, there has also been a notable increase in reported incidents of fraud affecting customers over the past few years. While technology has been integrated into petro retailing, there remains a gap in addressing these fraudulent activities, which, in turn, negatively impacts customer satisfaction and tarnishes the brand image of service providers and the industry as a whole.
This study focuses on the implementation of an
"Integrated Payment Mechanism" designed to ensure customers make
accurate payments for their fueling services. Feedback was collected through a
quantitative questionnaire, with survey samples gathered using a convenience
sampling method. The results indicated that this technology-driven solution
significantly improves the efficiency of the fueling process, reduces fraud by
enabling multiple payment methods, and provides a "proof of service"
via SMS confirmation. By minimizing customer grievances, the solution enhanced
overall customer satisfaction. The findings from this study have been
instrumental in redesigning the service landscape and bridging service gaps
through a technology-led approach. Given the sharp increase in the usage of
digital payment
methods by customers and the increase in fraud customers,
Oil Marketing Companies in India should adopt an integrated payment mechanism
across all the fuel stations for a uniform experience for the customers. This
shall help in the reduction of frauds with enhanced usage of digital payment.
Author (s) Details
Santanu Purohit
School of Business, University of Petroleum & Energy Studies, Dehradun,
India.
Sujoita Purohit
Department of Science, Mohanlal Sukhadia University, Udaipur, Rajasthan,
India.
Please see the book here:- https://doi.org/10.9734/bpi/bmerp/v7/2847
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