Chapter 6: Conclusion and Future Recommendations
6.2 Research Recommendations
With various service aspects denoting customer satisfaction, this study suggest that Shell stations are to lean toward service visibility and service reliability as the most viable attributes intended to influence customer satisfaction. This recommendation is based on regression analysis results that show significant positive association of these variables. Accuracy and
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swiftness in service delivery limit customer frustration because the adoption of efficient systems has a positive effect on customer satisfaction (Følstad & Brandtzaeg 2020). Likewise, Manneh et al. (2020) confirm that customers feel attracted to fuel stations that provide reliable services through the company’s staff on duty. Shell stations conforming to a similar routine is crucial since service quality seems a clear indication of customer purchase intention.
This study offers a context for grasping critical success factors that impact customer satisfaction in the energy sector, especially operations of petrol stations. The selected channels enabled the researcher obtain data and empirically report the results that show the strong association as well as positive statistically significant impact on customer satisfaction. Thus, the dissertation makes a decisive contribution to factors influencing customer experience and purchasing will. Apart from service reliability aspects, service visibility elements, and customer service customization, it is notable that service quality and service delivery extended to service sector. This finding leads to a novel interpretation of customer satisfaction in other sectors. Particularly, businesses within the energy segment as petrol stations in Oman could find the conclusion drawn from the current study compatible with their operations.
Over time, the concept of customer satisfaction apparent due to service quality and service delivery attributed to service reliability and service visibility is evolving. Overall, the current research demonstrates that customer satisfaction is a vital outcome of service quality. Shell petrol stations must remain focused on tapping into the competitive market while accounting for indicators that reflect customer satisfaction. Hence, technology adoption in different industries, including the energy sector businesses, is meant for operation sustainability. Industry 4.0 as a major aspect of digitalization offers enterprises with the likelihood to develop innovative business models (Javaid et al. 2022). Actually, Javaid et al. (2022) justify that Industry 4.0
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remains a genuine transformative approach intended to drive an organization to attain success parameters, such as improving customer service delivery. A clear connection between customer service satisfaction and technology use is apparent. Petrol stations must have adequate understanding regarding how customer service modernization influences the ability promote customer behaviour intention in the energy sector.
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APPENDIX I: RESEARCH QUESTIONNAIRE FOR HOUSEHOLD MEMBER