This study aims to evaluate the effectiveness of implementing RFID
technology to enhance customer identification, personalization, and
satisfaction at a fuel retail outlet. To explore this, an RFID solution was
deployed at a live fuel station in Delhi over a six-month period from January
to June 2022. The system collected real-time data on customer interactions and
behaviors, which formed the basis for the analysis. The results demonstrate
that RFID technology brings considerable benefits by streamlining customer
identification, increasing operational efficiency, and improving both customer
acquisition and retention, all of which are key drivers of revenue growth.
One of the standout findings is that 74.5% of customers reported
heightened satisfaction due to the RFID system’s automatic identification
features. Personalized interactions, such as digital greetings and real-time
fueling confirmations sent via SMS, played a major role in elevating the
customer experience. This study is distinct in its application of RFID
technology to the Indian petro retail market, focusing on how it transforms not
only operational processes but also the overall customer journey. While RFID
has been previously explored for identification purposes, this research
highlights its broader potential to enrich customer engagement and satisfaction
in the fueling sector.
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.
Arvind
Kumar Jain
School of Business, University of Petroleum & Energy Studies,
Dehradun, India.
Please see the book here:- https://doi.org/10.9734/bpi/bmerp/v6/2713
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