Integrated Payment: Eliminating deceits and enhancement of customer satisfaction in Petro Retailing

Abstract

Customer buying habits have got influenced and evolved with the technology adoption and proliferation in industries, specifically in retail. It is also visible in petro retailing in the Indian context. A sizable number of fraud incidents to customers has also been reported in the past few years. While some technology adaptation has happened in petro retailing, there seems to be some gap towards addressing the frauds leading to customer dissatisfaction and dent in the brand image of the service providers and the industry. This study was carried out to implement an "Integrated Payment mechanism" to ensure exact payment by the customer against their fuelling. Feedback from the customers has also been recorded using a quantitative questionnaire. Survey samples were collected using the convenience sampling method. The study indicated that a technology-led "Integrated payment mechanism" helps enhance the efficiency of the fuelling cycle and reduce frauds by enabling acceptance of multimode of payment and confirmation of "proof of service" through SMS. The solution helped in the reduction of customer grievances, thus enhanced customer satisfaction. The study's outcome helped design the service landscape by bridging the service gaps through a technology-led approach.