An exploration of setel's impact on customer experience at petronas petrol station

Abd Rahman, Dina Madihah (2024) An exploration of setel's impact on customer experience at petronas petrol station. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

Text (Full Text) An exploration of setel's impact on customer experience at petronas petrol station.pdf - Submitted Version Download (1MB)

Abstract

In recent years, mobile payment systems like Setel have revolutionized how customers shop, especially at places like Petronas petrol stations in Malaysia. This study delves into how Setel impacts the customer experience, focusing on aspects such as ease of use, transaction efficiency, and overall satisfaction. While mobile payments are gaining popularity, there is still limited understanding of their impact on the customer experience at locations like gas stations. The study aims to determine the extent of Setel usage among customers and its effects on their experience. Understanding this is crucial for improving Setel's effectiveness and enhancing customer satisfaction. Additionally, the study investigates whether Setel speeds up the fuel purchasing process and provides convenience to customers. The findings have implications for Petronas and other fuel stations seeking to enhance their services. Data was collected from 331 respondents through online surveys and in-person interviews. Analysis revealed a significant correlation between Setel usage and the overall customer experience at Petronas stations, with approximately 82.3% of the experience influenced by app usage. In summary, this study sheds light on how Setel influences the day-to-day experiences of customers at Petronas stations. By comprehending this impact, improvements can be made to Setel, ensuring smoother and more satisfying transactions for customers.

Actions (login required)

View Item