Self-service and its adoption in different industries has seen a significant rise in past years and

research on it has focused on how it has changed the business landscape. Self-service pertains to
consumers serving themselves, reducing the human involvement from the service provider.
Various service providing and product-based industries have been studied, key factors that stood
out were the cost saving and optimized operations which results from self-service model. From
the customer point of view, seamless experience was the chief USP.
The prospect of adopting the self-service model to Indian fuel pumps. In text citation-
(Royamand,2018). It explained why Indian fuelling stations have not adopted the US model, in
which the customers fill the gas in their vehicles themselves. The chief reason for the same was
that about 80% of the transactions at Indian fuelling stations are made in cash. However, IOCL
identified that thump print system could be used to authenticate payments, thereby creating a
safe and seamless customer experience. The methodology was that the researchers identified 20
fuelling pumps in Delhi, Mumbai, Bangalore and Chennai and asked the respective owners about
the ratio of cash vs cashless transactions. From this data, it was inferred whether a cashless
model would work or not. The gap identified in this study was that the safety implications of a
thumb print transactions have not been catered to. Another study, In text citation- (Shashank
Sharma, 2015) analysed the reasons for self-service model not being implemented to fuelling
stations. The study focused on the customer perspective regarding self-service. The key findings
were that customers do not prefer fuelling themselves as they prefer being served quickly at busy
stations. Secondly, customers do not want to get their hands dirty due to the fuel. A commonality
with the previous study was that about 77% of the transactions were in cash, hence a self-service
cash model would only serve to increase the time taken per vehicle for refuelling. The research
methodology involved talking to both pump owner and customers regarding the self-service
model. An interesting insight was that pump owners trust their employees more than customers
when it comes to fuel disbursement.

Parameter analysis of ATM’s success has been done. Primary data of customer satisfaction
survey (N = 400) has been taken. Analysis involved identification of location, personnel
response, quality of currency notes, promptness of card delivery and performance of ATM were
positively and significantly related to customers’ satisfaction. The security, frequent breakdown
of machine, and insufficient number of ATMs were major contributors of customers’
dissatisfaction. (Shamsher Singh,2016). Methodology involved collection of data using a
questionnaire designed to find out satisfaction levels. ANOVA and factor analysis were used for
factor and frequency analysis of customer satisfaction. Key insights which determine customer
satisfaction are essential resources: adequate number of ATMs, convenient and secure location
and user-friendly system. Important attributes of operation of ATM were speed, less errors,
uptime and cash availability. Another study In text citation- (N.Geethanjali,2013) identified
location of ATM availability, cash queues at ATM, availability of shared networks, trust &
reliability, statement of transaction, response to queries and quality of notes as key
parameters for customer satisfaction. The commonality found was that ATM availability,
speed of operation were important to customers with respect to ATM.

Study on fast food restaurants ,In text citation- (Haynes, 2017) analysed the “Fresh forward”
approach of Subway. The key findings were that Visibility, accessibility, customization were
important factors why Subway introduced Kiosks at their outlets. However, the implementation of
such kiosks would need consideration, as the fixed cost involved would not be redeemed from every
store. Methodology involved determining implementation of Fresh Forward design, learnings were
that not all locations should have kiosks because restaurant space and customer traffic varies.
Fresh forward involved engagement of tech-savvy guests with the brand and needed to feel
integrated into the customer journey. Gap was that the impact of kiosks on employment was not
studied.