Charging Ahead: Drivers of EV Owner Satisfaction and Loyalty in Mangaluru

This study investigates the key determinants of satisfaction and loyalty among electric vehicle (EV) owners in Mangaluru, India. Drawing on 100 responses from EV owners (mainly the Tata Nexon and Tiago models) collected via owner groups and local dealerships, we measure perceptions of performance, vehicle range, charging experience, cost efficiency, and after-sales service support. Using structural equation modelling (SEM), we find that charging experience (β = 0.46), performance (β = 0.38), and service support (β = 0.29) significantly and positively influence overall satisfaction. Satisfaction in turn strongly influences loyalty (β = 0.65), explaining 57 % of the variance in loyalty; the model explains 67 % of variance in satisfaction. The results highlight the critical role of reliable and convenient charging infrastructure, plus robust after-sales support, in fostering owner satisfaction and long-term loyalty in smaller cities.