Evaluating Customer Satisfaction With Electric Vehicle (EV) Service and Quality

Abstract

Electric vehicles (EVs) have attracted increased attention from researchers and policymakers due to their role in sustainable transportation. This study aims to determine factors influencing drivers' satisfaction with EV service and quality. The research examines four key factors: service quality, vehicle quality, pricing, and customer experience. Using a structured questionnaire, data was collected from 315 respondents who received service from EV providers. Multiple regression analysis revealed that service quality, vehicle quality, and pricing have positive and significant impacts on customer satisfaction, while customer experience showed no statistical significance. This study provides the first comprehensive analysis of EV owners' satisfaction based on their service and usage experiences.