A Study on the Impact of Service Quality Dimensions on Consumer Satisfaction among Electric Two-Wheeler Users in Chennai

Abstract

In the twenty-first century, increasing worries about high energy use, environmental degradation, and climate change have heightened the worldwide need for sustainable transportation options. In the past ten years, India has witnessed a swift rise in motorization, leading to considerable strain on natural resources and the quality of the environment. This change has hastened the shift towards renewable and environmentally friendly options, with electric vehicles (EVs) standing out as one of the most viable and sustainable solutions. The transition from internal combustion engines to electric propulsion significantly decreases carbon emissions while simultaneously reducing operating expenses for consumers, rendering electric vehicles both environmentally and economically beneficial. This study investigates the influence of service quality on customer satisfaction among electric vehicle users in Chennai, reflecting the ongoing global and national transition. The study involved the collection of data from 114 respondents via a structured questionnaire, employing a convenience sampling method. Statistical methods, including percentage analysis, multiple regression, and one-way ANOVA, were utilized using SPSS (Version 26). The instrument's reliability was established with a Cronbach’s alpha value of 0.839, demonstrating strong internal consistency. The results indicate that essential dimensions of service quality specifically e-vehicle features, implementation, and after-sales service have a substantial impact on customer satisfaction. Among these, enactment and vehicle features stood out as the most significant predictors of satisfaction. Additionally, factors such as age, occupation, monthly income, and driving experience were identified as having a notable impact on customer satisfaction regarding electric two-wheelers.