Customer Satisfaction Among Electric Vehicle Users: An Empirical Study in Lucknow

Abstract

Electric Vehicles (EVs) are increasingly regarded as a sustainable and promising mode of transportation for the future
because they generate lower carbon emissions, produce less noise, offer greater energy efficiency, they provide chances for
connection with contemporary electrical grids. EVs have been increasingly popular in recent years because of their small
size, economical operating costs, and relatively affordable prices. The growing adoption of EVs has also increased the need
to understand users’ perceptions and levels of satisfaction with these vehicles. This survey looks at consumer satisfaction
among electric vehicle users in Lucknow. Data gathered from primary and secondary sources served as the study's
foundation. The findings aim to provide insights into the factors influencing customer satisfaction and the general user
experience of electric vehicles.
This paper studies the degree of contentment customers derives from use of their e-vehicles in Lucknow. Data gathered
from primary and secondary sources forms the basis of the study. The findings aim to provide insights into the factors
influencing customer satisfaction and the general user experience of electric vehicles. Both primary and secondary sources
of information were taken into account for the study. Secondary data was acquired from government reports, scholarly
journals, research articles, and other relevant publications. Primary information was acquired from 200 electric vehicle
users in Lucknow using a structured survey intended to evaluate customer satisfaction using the Service Quality
(SERVQUAL) dimensions of tangibility, reliability, empathy, assurance, and responsiveness. Simple random sampling
was used to choose the responders. Descriptive statistics, index estimation, correlation analysis, regression analysis, and
correlation matrices were employed to examine the association between customer satisfaction as the variable that is reliant
on the identified service-quality dimensions as independent variables. The regression analysis produced an R² value of
0.9186, indicating that the chosen explanatory elements together explain approximately 91.86% of the variation in
customer satisfaction. The reported coefficient for assurance (X4) was 0.302, indicating a positive contribution of assurance
to overall customer satisfaction. Further, X4 demonstrated a favourable correlation with customer satisfaction (Y), with a
correlation coefficient of 0.579568. The correlation values for X1 and X5 were 0.540, indicating a favourable correlation
between these factors and customer satisfaction. Therefore, it may be stated that Electric Vehicles(EV) are helpful for a
clean environment as they keep environment clean; cost-effective and incur low maintenance costs. These features make
Electric vehicles (EVs) the best alternative mode of transportation.