Abstract

The electric vehicle (EV) industry has been significantly mitigating greenhouse gas emissions and addressing climate change by offering a sustainable alternative to fossil fuel-powered vehicles. Environmental concerns, cost savings, government incentives, range anxiety, and brand image were key determinants of consumer decisions (Raju S, et al. 2024) [1]. This study is undertaken to investigate factors affecting customer satisfaction towards EV two-wheeler and explore the relationship between service quality and customer loyalty in EV two-wheeler sector in Telangana. Applying proven models such as SERVQUAL and Oliver’s disconfirmation theory, the research sought insights to enhance customer-centric strategies and inform policymakers and EV businesses. Comprehensive literature review and rigorous methodology examined the interplay between service quality, customer satisfaction, and loyalty. Simple random and convenience sampling methods were applied to collect the responses from the respondents who are using EV-two-wheeler in the Warangal urban district of Telangana State. The Chi-square test (?2) was applied to determine the association between customer satisfaction, loyalty, and service quality parameters. Findings indicated a significant correlation between customer satisfaction, loyalty, and service quality. Key determinants of customer satisfaction and loyalty include employee engagement, service reliability, the appearance of physical facilities and promised product features specifically in terms of mileage concern and life span of battery.

Authors

Shathaboina Raju
REVA Business School, India

Keywords

Electric Vehicle (EV), Two-Wheeler, Service Quality, Customer Satisfaction, Customer Loyalty