Driving Superior Customer Service in Indian Petro Retail through RFID Innovation | Chapter 9 | Business, Management and Economics: Research Progress Vol. 6

 

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

 

Transforming Indian Petro Retail: Enhancing Customer Experience through IoT and AI Solutions | Chapter 5 | Scientific Research, New Technologies and Applications Vol. 10

This study uniquely explores the applicability and impact of deploying an IoT and AI-driven solution, specifically a CCTV-based system, to enhance customer experience at a fuel retail outlet in India. The solution leverages IoT and AI technologies to capture customer details, ensure adherence to safety protocols, and monitor service delivery standards. By adopting a technology-led approach, the initiative aims to improve service efficiency, enhance customer satisfaction, and elevate overall customer experience.

The experiment was conducted at a fuel station in Mumbai from August to October 2020. During this time, data was systematically collected and analysed to assess the solution's effectiveness. The findings demonstrate the utility of an IoT and AI system in identifying and tracking customer behaviour and movements on the forecourt. The solution proved particularly effective in enforcing safety protocols, contributing to a heightened sense of security among customers, which, in turn, positively influenced their satisfaction levels.

The research highlights several benefits of implementing IoT-based solutions in petro retail. These include improved customer identification, enhanced operational efficiency, and increased customer acquisition and retention. The integration of such technologies not only boosts customer satisfaction but also contributes to a more seamless and engaging customer experience, ultimately driving higher sales performance.

This study represents a pioneering effort to explore the application of IoT and AI solutions in the Indian petroleum retail sector. It underscores the potential of these technologies to transform service delivery and customer interactions, setting a foundation for further research and innovation in this field.

 

Author (s) Details

 

Santanu Purohit
School of Business, University of Petroleum & Energy Studies, Dehradun, India.

 

Sujoita Purohit
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/srnta/v10/3554