A Petro Retail Odyssey into Superior Service Beyond Commodities: A Systematic Review

Research and development in the Petro retail service sector is still limited. There is a lack of established models and tools for assessing the quality of Petro retail services in academic publications. This article briefly summarises the current understanding of Petro Retail Service Quality, including the elements that impact it and the methods used to quantify it. A comprehensive literature assessment was carried out, analysing a total of thirty-seven research publications published in peer-reviewed journals. The review extensively used the EBSCO and Google Scholar databases to investigate the existing literature thoroughly. The findings from this research have been methodically organised according to the subjects, facets, and factors relevant to Petro Retail Service Quality. The findings suggest that customer-defined service quality is the main priority, even within a speciality industry such as Petro Retail. The authors suggest a holistic research strategy that takes into account both the consumer and supplier perspectives when assessing the quality of Petro retail services rather than solely focusing on the customer’s viewpoint.