Retailing At Petrol Pumps : From Commodity Dispensing To Customer Service | P. Kumar & A. Sahay

The Indian petrol and diesel retail market is undergoing metamorphosis. Intense competition has set in due to the reforms carried out in persuasion to the policy of liberalisation which has resulted in the entry of private players in petroleum sector. The existing players have suddenly started giving importance to customer?s needs and wants. Customer Relationship has, thus, emerged as a virtue to them. The present research identifies the elements of products and services that determine customer satisfaction in delivering petrol/diesel to them. The work investigates various elements of products and services and develops a model for designing the services at petrol retail outlets, which will create customer satisfaction.