RFID: The Silver Bullet towards Seamless Indian Petro Retail Customer Service

Santanu Purohit; Arvind Kumar Jain

doi:10.17485/IJST/v15i43.1773

Article

RFID: The Silver Bullet towards Seamless Indian Petro Retail Customer Service

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Indian Journal of Science and Technology

DOI: 10.17485/IJST/v15i43.1773

Year: 2022, Volume: 15, Issue: 43, Pages: 2290-2296

Original Article

RFID: The Silver Bullet towards Seamless Indian Petro Retail Customer Service

Santanu Purohit^1*, Arvind Kumar Jain¹

¹School of Business, University of Petroleum & Energy Studies, Uttarakhand, *, Dehradun, India

*Corresponding Author
Email: [email protected]

Received Date:31 August 2022, Accepted Date:07 October 2022, Published Date:16 November 2022

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

Objective: To explore the applicability and Impact of deploying an RFID solution on customer identification, personalization, and satisfaction at a fuel retail outlet. Method: A live outlet was chosen in Delhi, where an RFID solution was deployed for six months, from January to June 2022. The study is carried out on the data gathered during the period. Findings: RFID implementation can yield significant benefits towards customer identification, increased operational efficiency, and customer acquisition & retention, thus leading to increased revenue. The result showed that 74.5% of customers became more satisfied with automatic identification and personalization, incl digital greetings and fueling confirmation through SMS. Novelty: The study is original towards applying RFID-based solutions to customer experience in Indian Petro Retail. While similar technologies have been tried for customer identification purposes, our study attempted to test the Impact of RFID technology adoption on customer satisfaction and enhancement of experience during their fueling journey. Keywords: RFID; Indian fuel retail; RFID in Oil & Gas; Customer Experience; Customer Identification

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Copyright

© 2022 Purohit & Jain. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Published By Indian Society for Education and Environment (iSee)