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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