Impact Of Technological Innovation On Customer Satisfaction In Electric Vehicles: Evidence From Ev Brands In Coimbatore District
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Abstract
The transition to sustainable transportation has taken off, especially with EVs. Consumer expectations now outstrip environmental benefits demanding technological innovation, digital connectivity, brand value, and overall ownership experience. The objective of the study is to examine the factors affecting the purchase intention of the consumers in the Coimbatore district towards Electric Vehicles (EVs). In order to carry out the study the researcher is adding four technological and experiential factors including charging infrastructure, smart connectivity, brand preference and user satisfaction into the Theory of Planned Behaviour (TPB). This study adopted a cross sectional quantitative research, structured questionnaire was used and the number of respondents were 400. The data was analyzed descriptively, reliability test, validity test, correlation analysis and SEM to test the relationships hypothesized. The results show that all four factors positively affect the purchase intention and in a significant manner. User satisfaction was the strongest predictor followed by brand preference, smart connectivity, and charging infrastructure. This discovery suggests that, in the case of EVs, consumers are more likely to consider overall ownership experiences, technological sophistication and trust in trusted brands over environmental issues when evaluating EVs. This study is rich with contribution to literature and offers an integrated behavioural framework that integrates three aspects (technological, infrastructural, experiential) in one model to explain EV purchase intention. The results have practical implications for policy-makers, carmakers, charging service providers and marketers. The growth of accessible charging stations, enabling strong digital connectivity, enhancing customer satisfaction, and creating brand value will speed up EV penetration and contribute to the shift towards sustainable mobility in emerging markets..
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