Consumer Perception of Post-Purchase Experience on Electric Vehicle Owners in Chennai City

V. Narendiran and V. Vetrivel ()
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V. Narendiran: Vels Institute of Science, Technology and Advanced Studies, Research Scholar (Ph.D), Department of Business Administration, School of Management Studies
V. Vetrivel: Vels Institute of Science, Technology and Advanced Studies, Assistant Professor and Research Supervisor, Department of Business Administration, School of Management Studies

A chapter in Proceedings of the International Conference on Digital Transformation in Business: Navigating the New Frontiers Beyond Boundaries (DTBNNF 2024), 2024, pp 192-208 from Springer

Abstract: Abstract This study explored the consumer perception of the post-purchase experience among electric vehicle owners. With the increasing popularity of electric vehicles in India, it is crucial to understand how consumers perceive various aspects of their purchase and ownership journey. The research focused on critical factors such as purchase price, charging features, maintenance costs, battery life and durability, performance and safety features, warranty, and after-sales service. An extensive review of literature from various authors in recent years found that consumers consider these factors when purchasing an electric vehicle. Studies have shown that purchase price plays a significant role in influencing consumer behavior toward electric vehicles. charging features like the availability and accessibility of charging features are crucial for enhancing convenience and reducing range anxiety. Maintenance costs have also been identified as an essential consideration for potential buyers as they evaluate long-term affordability. Battery life and durability are critical factors affecting overall satisfaction with electric vehicles since batteries contribute significantly to their cost effectiveness. Performance and safety features were significant determinants of consumer perception regarding reliability and driving experience. Warranty coverage reassures customers concerned about unforeseen technical issues or defects over time. After-sales service emerged as another essential aspect impacting customer satisfaction levels. Timely assistance from manufacturers during servicing or repairs can significantly influence the overall ownership experience. Based on our findings, we recommended several suggestions for stakeholders in the electric vehicle sector.

Keywords: Purchase price; Charging features; Maintenance costs; Battery life and durability; Performance and Safety features; Warranty and after-sales service (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-433-4_15

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