Enhancing urban refueling efficiency: Strategies for sustainable mobility and economic impact

• Refueling behavior was observed across 103 Perth stations during peak and off-peak days. • A conceptual model (PSEEM) is proposed to enhance petrol station operational efficiency. • PSEEM integrates layout, technology, procedures, and behavioral interventions. • Micro-level station design changes can reduce queue time by up to 45%. • The model supports smart city strategies and future integration with EV infrastructure. In response to increasing concerns about operational inefficiencies and environmental impacts at petrol stations, this operational research investigates strategies to enhance refueling efficiency across 103 stations in Perth. A pilot study employing observational methods and time-motion analysis established ideal benchmarks for core refueling activities. Empirical analysis of driver behavior during high-demand periods—often driven by fuel price discounts—and regular off-peak hours revealed significant performance gaps, highlighting substantial opportunities for efficiency improvements. Eliminating non-essential tasks could yield time savings of up to 67% during peak periods and 45% during off-peak periods. Economic analysis demonstrated mutual benefits when refueling processes align with these benchmarks, with potential daily savings nearing 29,000 h, equivalent to AUD 660,000 in minimum wage earnings for drivers. Furthermore, optimizing station capacity could accommodate an additional 12,800 customers daily, generating over AUD 870,000 in increased revenue. The proposed Petrol Station Efficiency Enhancement Model (PSEEM) integrates insights from transportation engineering and refueling infrastructure optimization to improve station operations. Globally applicable, PSEEM offers practical solutions to urban challenges by promoting sustainable mobility, optimizing resource use, enhancing customer satisfaction, improving transportation networks, and reducing greenhouse gas emissions.