Post-Purchase Satisfaction and Brand Loyalty Among Non-commercial EVs Owners: An Analytical Study of Lucknow District, Uttar Pradesh

Author(s)	Mr. Vinay Kumar Gaur, Prof. Gyan Prakash Yadav
Country	India
Abstract	As India's electric vehicle (EV) market matures beyond first-time adoption, the sustainability of the transition increasingly depends on what happens after the sale: whether owners are satisfied with their vehicles and whether that satisfaction converts into loyalty toward the brand. This analytical study examines post-purchase satisfaction and brand loyalty among private, non-commercial EV owners in Lucknow district, Uttar Pradesh. Grounded in expectation-confirmation theory and Oliver's four-stage loyalty model, a structured questionnaire was administered to 240 private EV owners selected through stratified random sampling. Data were analysed using Cronbach's alpha, Pearson correlation, multiple regression, and an independent-samples t-test in SPSS. Results show that performance confirmation, charging experience, and after-sales service quality significantly predict satisfaction, which in turn is the dominant driver of brand loyalty. The study offers actionable recommendations for OEMs, dealers, and policymakers in Uttar Pradesh's emerging EV ecosystem
Keywords	Post-Purchase Satisfaction; Brand Loyalty; Electric Vehicles; Private EV Owners; Lucknow; Consumer perceptions;
Field	Business Administration
Published In	Volume 8, Issue 4, July-August 2026
Published On	2026-08-18
DOI	https://doi.org/10.36948/ijfmr.2026.v08i04.85981

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