Authors :
Manasa P; Dr. S J Manjunath; Dr. ShivKumar; Kavyashree H A
Volume/Issue :
Volume 9 - 2024, Issue 8 - August
Google Scholar :
https://tinyurl.com/mrypy38a
Scribd :
https://tinyurl.com/usxe7h6s
DOI :
https://doi.org/10.38124/ijisrt/IJISRT24AUG1417
Abstract :
The study is entrenched in the recognition that
the automotive industry is undergoing a significant
transformation, with EVs emerging as a vital solution to
reduce carbon emissions and foster sustainable
transportation. Understanding customer satisfaction in
this context is crucial for manufacturers and
policymakers to support the broader adoption of EVs.
The research problem is centered on the limited
understanding of how specific EV features impact
customer satisfaction, particularly in emerging markets
like Mysore. This gap in knowledge poses a challenge for
manufacturers aiming to align their products with
customer expectations and for policymakers promoting
sustainable transportation. The study addresses this by
applying the Kano Model, a framework that categorizes
product attributes into different needs—basic,
performance, excitement, indifferent, and reverse—based
on their impact on customer satisfaction. The research
methodology involves a descriptive study based on a
survey of 150 respondents from Mysore. The data were
collected through primary and secondary sources
adopting a convenient sampling method. The analysis for
the study is done by simple percentage method.
The results shows that the majority of respondents
are young, educated, and earn less than Rs. 50,000 per
month, indicating that EV adoption is not limited to
higher-income individuals. There is a strong preference
for two-wheeled EVs, with most respondents having used
their EVs for less than a year, reflecting a growing
interest in the market. The Kano Model analysis shows
varying levels of satisfaction across different EV
attributes. For instance, respondents expressed high
satisfaction with the reliability, safety features, and
battery life of their EVs, but there were concerns about
the availability of charging stations and the maintenance
costs. The study also identifies performance attributes,
such as EV range and cost savings on fuel, as significant
factors driving customer satisfaction. Excitement needs,
including advanced technology features and the design of
EVs, also play a crucial role in enhancing customer
satisfaction. However, certain indifferent needs, such as
the color options and brand of the EV, were found to
have minimal impact on customer satisfaction.
Keywords :
Electric Vehicle’s, Kano Model, Customer Satisfaction, Sustainability.
References :
- Rehman, S. U., Bresciani, S., Yahiaoui, D., & Klieštik, T. (2024). Customer satisfaction leading the intention to adopt battery electric vehicles with the moderating role of government support and status symbol. https://doi.org/10.1016/j.jclepro.2024.142371
- Yadav, R. B., & Kalan, H. D. (2024). Analyzing The Consumer Perceptions Towards Electric Vehicles with Reference to Nashik District Maharashtra State India. https://doi.org/10.52783/eel.v14i1.1135
- Shwetha, R., & Bindhu, R. (2023). A Study on Customer Satisfaction towards Electric Vehicles with Special Reference to Tumkur District. International Journal of Research Publication and Reviews, 4(9), 209–211. https://ijrpr.com/uploads/V4ISSUE9/IJRPR17037.pdf
- Kwon, Y., Son, S., & Jang, K. (2020). User satisfaction with battery electric vehicles in South Korea. 82. https://doi.org/10.1016/J.TRD.2020.102306
- Okada, T., Tamaki, T., & Managi, S. (2019). Effect of environmental awareness on purchase intention and satisfaction pertaining to electric vehicles in Japan. 67. https://doi.org/10.1016/J.TRD.2019.01.012
- Selvi, S. (2017). A study on customer satisfaction towards electric bikes with special reference to Coimbatore city. 3(5). https://eprajournals.com/jpanel/upload/105am_18.EPRA%20JOURNALS-5599.pdf
- Ma, J., Li, T., & Gong, Z. (2017). Study on customer satisfaction of electric vehicle product quality characteristic. Advances in Engineering Research, 128. http://creativecommons.org/licenses/by-nc/4.0/
The study is entrenched in the recognition that
the automotive industry is undergoing a significant
transformation, with EVs emerging as a vital solution to
reduce carbon emissions and foster sustainable
transportation. Understanding customer satisfaction in
this context is crucial for manufacturers and
policymakers to support the broader adoption of EVs.
The research problem is centered on the limited
understanding of how specific EV features impact
customer satisfaction, particularly in emerging markets
like Mysore. This gap in knowledge poses a challenge for
manufacturers aiming to align their products with
customer expectations and for policymakers promoting
sustainable transportation. The study addresses this by
applying the Kano Model, a framework that categorizes
product attributes into different needs—basic,
performance, excitement, indifferent, and reverse—based
on their impact on customer satisfaction. The research
methodology involves a descriptive study based on a
survey of 150 respondents from Mysore. The data were
collected through primary and secondary sources
adopting a convenient sampling method. The analysis for
the study is done by simple percentage method.
The results shows that the majority of respondents
are young, educated, and earn less than Rs. 50,000 per
month, indicating that EV adoption is not limited to
higher-income individuals. There is a strong preference
for two-wheeled EVs, with most respondents having used
their EVs for less than a year, reflecting a growing
interest in the market. The Kano Model analysis shows
varying levels of satisfaction across different EV
attributes. For instance, respondents expressed high
satisfaction with the reliability, safety features, and
battery life of their EVs, but there were concerns about
the availability of charging stations and the maintenance
costs. The study also identifies performance attributes,
such as EV range and cost savings on fuel, as significant
factors driving customer satisfaction. Excitement needs,
including advanced technology features and the design of
EVs, also play a crucial role in enhancing customer
satisfaction. However, certain indifferent needs, such as
the color options and brand of the EV, were found to
have minimal impact on customer satisfaction.
Keywords :
Electric Vehicle’s, Kano Model, Customer Satisfaction, Sustainability.
