Have a personal or library account? Click to login
Examining the impact of service quality and product innovation on willingness to buy electric vehicles: the mediating role of customer satisfaction Cover

Examining the impact of service quality and product innovation on willingness to buy electric vehicles: the mediating role of customer satisfaction

By: Charli SitinjakORCID and  Józef OberORCID  
Open Access
|May 2025

References

  1. Abu-Alkeir, N. I., 2020. Factors influencing consumers buying intentions towards electric cars: the Arab customers’ perspective, International Journal of Marketing Studies, 12(2), 127, DOI: 10.5539/ijms.v12n2p127
  2. Ali, H. M., Simic, V., Sitinjak, C., Hassim, J. Z., Said, M. H. M., Khalid, R. M., Ismail, R., 2023a. Exploring Public Perceptions and Disposal Procedures in the Development of a Comprehensive End-of-Life Vehicle Regulation in Malaysia: A Pilot Study, Sustainability, 15(6), 4786, DOI: 10.3390/su15064786
  3. Ali, H. M., Sitinjak, C., Md Said, M. H., Hassim, J. Z., Ismail, R., Simic, V., 2023b. Model predicting social acceptance behavior to implement ELV policy: Exploring the role of knowledge toward ELV policy on social acceptance in Malaysia, Frontiers in Public Health, 10, 1093732, DOI: 10.3389/fpubh.2022.1093732
  4. Bhatti, G., Mohan, H., Singh, R. R., 2021. Towards the future of smart electric vehicles: Digital twin technology, Renewable and Sustainable Energy Reviews, 141, 110801, DOI: 10.1016/j.rser.2021.110801
  5. Bhutto, M. H., Tariq, B., Azhar, S., Ahmed, K., Khuwaja, F. M., Han, H., 2022. Predicting consumer purchase intention toward hybrid vehicles: testing the moderating role of price sensitivity, European Business Review, 34(1), 62-84, DOI: 10.1108/EBR-10-2019-0274
  6. Biały, W., Prostański, D., Bołoz, Ł.,2024. Selection of longwall shearers based on the results of research on the mechanical properties of coal, Scientific Reports, 14(1), 18606, DOI: 10.1038/s41598-024-69178-w
  7. Boonchunone, S., Nami, M., Krommuang, A., Phonsena, A., Suwunnamek, O., 2023. Exploring the effects of perceived values on consumer usage intention for electric vehicle in Thailand: the mediating effect of satisfaction, Acta Logistica, 10(2), 151-164, DOI: 10.22306/al.v10i2.363
  8. Brodny, J., Tutak, M., 2024. Disparities of Central and Eastern European Countries of European Union in Innovation Potential: a Multi-Criteria Assessment, Journal of Open Innovation Technology Market and Complexity, 10(4), 100282, DOI: 10.1016/j.joitmc.2024.100282
  9. Bugdol, M., Szromek, A., Puciato, D. J., 2023. Proposal for the implementation of pro-environmental behaviours in the form of open eco-innovations – A perspective of consumers of hotel services, Journal of Open Innovation Technology Market and Complexity, 9(8), 100059, DOI: 10.1016/j.joitmc.2023.100059
  10. Cano, Z. P., Banham, D., Ye, S., Hintennach, A., Lu, J., Fowler, M., Chen, Z., 2018. Batteries and fuel cells for emerging electric vehicle markets, Nature Energy, 3(4), 279-289, DOI: 10.1038/s41560-018-0108-1
  11. De Figueiredo Marcos, A. M. B., De Matos Coelho, A. F., 2021. Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services, The TQM Journal, 34(5), 957-978, DOI: 10.1108/tqm-10-2020-0236
  12. Dutta, B., Hwang, H., 2021. Consumers Purchase Intentions of green electric vehicles: The influence of consumers technological and environmental considerations, Sustainability, 13(21), 12025, DOI: 10.3390/su132112025
  13. Ekasari, R., Arif, D., Nurcholis, M., 2023. Service quality and After-Sales service on IoT-Based car user satisfaction and repeat purchases services in Indonesia, ABAC Journal, 43(3), 60-83, DOI: 10.59865/abacj.2023.33
  14. Featherman, M., Jia, S., Califf, C. B., Hajli, N., 2021. The impact of new technologies on consumers beliefs: Reducing the perceived risks of electric vehicle adoption, Technological Forecasting and Social Change, 169, 120847, DOI: 10.1016/j.techfore.2021.120847
  15. Fras, M., Pauch, D., Walczak, D., Bera, A., 2024. Determinants of the behaviour of entities on the insurance market in the light of changes introduced by the IDD Directive, Journal of Consumer Policy, 47(4), 533-566, DOI: 10.1007/s10603-024-09572-z
  16. Fuller, R., Stocchi, L., Gruber, T., Romaniuk, J., 2022. Advancing the understanding of the pre-purchase stage of the customer journey for service brands, European Journal of Marketing, 57(2), 360-386, DOI: 10.1108/ejm-10-2021-0792
  17. Hasan, S., 2021. Assessment of electric vehicle repurchase intention: A survey-based study on the Norwegian EV market, Transportation Research Interdisciplinary Perspectives, 11, 100439, DOI: 10.1016/j.trip.2021.100439
  18. Kandil, O., Dessart, L., Standaert, W., Bosma, M., 2024. A framework to improve the digital customer experience in complex services, Services Marketing Quarterly, 45(1), 25-54, DOI: 10.1080/15332969.2023.2294235
  19. Kennedy, E. N., Kundu, G. K., 2022. The impact of new e-retailer’s policy information on post-purchase services towards customer satisfaction, International Journal of Electronic Marketing and Retailing, 13(3), 360, DOI: 10.1504/ijemr.2022.123943
  20. Khatoon, S., Zhengliang, X., Hussain, H., 2020. The Mediating Effect of customer satisfaction on the relationship between Electronic banking service quality and customer Purchase intention: Evidence from the Qatar banking sector, Sage Open, 10(2), 2158244020935887, DOI: 10.1177/21582440209358
  21. Kim, J., Yum, K., 2024. Enhancing continuous usage intention in E-Commerce marketplace platforms: the effects of service quality, customer satisfaction, and trust, Applied Sciences, 14(17), 7617, DOI: 10.3390/app14177617
  22. Krejcie, R. V., Morgan, D. W. 1970. Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30, 607-610.
  23. Kumar, M., Simon, P., 2015. Review of lane detection and tracking algorithms in Advanced Driver Assistance System, International Journal of Computer Science and Information Technology, 7(4), 65-78, DOI: 10.5121/ijcsit.2015.7406
  24. Kuzior, A., Krawczyk, D., Kubicka, J., Zozulankova, V., Jedralska, K., Nestorenko, T., 2024. Public Perception of the Management of the Implementation of Solutions from the Smart City, European Research Studies Journal, 27(3), 1180-1195, DOI: 10.35808/ersj/3789
  25. Lebrouhi, B. E., Khattari, Y., Lamrani, B., Maaroufi, M., Zeraouli, Y., Kousksou, T., 2021. Key challenges for a large-scale development of battery electric vehicles: A comprehensive review, Journal of Energy Storage, 44, 103273, DOI: 10.1016/j.est.2021.103273
  26. Maghfiroh, M. F. N., Pandyaswargo, A. H., Onoda, H., 2021. Current readiness status of electric vehicles in Indonesia: Multistakeholder perceptions, Sustainability, 13(23), 13177, DOI: 10.3390/su132313177
  27. Maru, C., Vijay, T. S., 2024. The relationship between electronic word of mouth and brand: A systematic review and future research agenda, International Journal of Consumer Studies, 48(2), e13017, DOI: 10.1111/ijcs.13017
  28. Mohapatra, S., Mohanachandran, D., Dwivedi, G., Kesharvani, S., Harish, S. K. V., Verma, S., Verma, P., 2023. A Comprehensive Study on the Sustainable Transportation System in India and Lessons to Be Learned from Other Developing Nations, Energies, 16(4), 1986, DOI: 10.3390/en16041986
  29. Moon, S. J., 2021. Effect of consumer environmental propensity and innovative propensity on intention to purchase electric vehicles: Applying an extended theory of planned behavior, International Journal of Sustainable Transportation, 16(11), 1032-1046, DOI: 10.1080/15568318.2021.1961950
  30. Munim, Z. H., Noor, T., 2020. Young people’s perceived service quality and environmental performance of hybrid electric bus service, Travel Behaviour and Society, 20, 133-143, DOI: 10.1016/j.tbs.2020.03.003
  31. Muratori, M., Alexander, M., Arent, D., Bazilian, M., Cazzola, P., Dede, E. M., Farrell, J., Gearhart, C., Greene, D., Jenn, A., Keyser, M., Lipman, T., Narumanchi, S., Pesaran, A., Sioshansi, R., Suomalainen, E., Tal, G., Walkowicz, K., Ward, J., 2021. The rise of electric vehicles—2020 status and future expectations, Progress in Energy, 3(2), 022002, DOI: 10.1088/2516-1083/abe0ad
  32. Nawrocki, T. L., Jonek-Kowalska, I., 2024. Innovativeness of the European economies in the context of the modified European Innovation Scoreboard, Equilibrium, DOI: 10.24136/eq.3063
  33. Phuong, H. L. C., Anh, L. H., Ab Rashid, A. A., 2020. Factors Influencing Car Purchasing Intention: A Study among Vietnamese Consumers, Journal of the Society of Automotive Engineers Malaysia, 4(2), 229-252, DOI: 10.56381/jsaem.v4i2.42
  34. Sitinjak, C., Ismail, R., Fajar, R., Bantu, E., Shalahuddin, L., Yubaidah, S., Simanullang, W. F., Simic, V., 2023a. An Analysis of End-of-Life Vehicle Management in Indonesia from the Perspectives of Regulation and Social Opinion, International Journal of Technology, 14(3), 474-483, DOI: 10.14716/ijtech.v14i3.5639
  35. Sitinjak, C., Tahir, Z., Toriman, M. E., Lyndon, M., Simic, V., Musselwhite, C., Hamzah, F. M., 2023b. Assessing Public Acceptance of Autonomous Vehicles for Smart and Sustainable Public Transportation in Urban Areas: A Case Study of Jakarta, Indonesia, Sustainability, 15(9), 7445, DOI: 10.3390/su15097445
  36. Sitinjak, C., Ebennezer, S., Ober, J., 2023c. Exploring Public Attitudes and Acceptance of CCUS Technologies in JABODETABEK: A Cross-Sectional Study, Energies, 16(10), 4026, DOI: 10.3390/en16104026
  37. Sumasto, F., Imansuri, F., Agus, M., Safril, S., Wirandi, M., 2020. Sustainable development impact of implementing electric taxis in Jakarta: A cost-benefit analysis, IOP Conference Series: Materials Science and Engineering, 885(1), 012027, DOI: 10.1088/1757-899x/885/1/012027
  38. Sun, X., Foscht, T., Eisingerich, A. B., 2021. Does educating customers create positive word of mouth?, Journal of Retailing and Consumer Services, 62, 102638, DOI: 10.1016/j.jretconser.2021.102638
  39. Ullah, A., Zhang, Q., Ahmed, M., 2020. The impact of smart connectivity features on customer engagement in electric vehicles, Sustainable Production and Consumption, 26, 203-212, DOI: 10.1016/j.spc.2020.10.004
  40. Van Mierlo, J., Berecibar, M., El Baghdadi, M., De Cauwer, C., Messagie, M., Coosemans, T., Hegazy, O., 2021. Beyond the state of the art of electric vehicles: A fact-based paper of the current and prospective electric vehicle technologies, World Electric Vehicle Journal, 12(1), 20, DOI: 10.3390/wevj12010020
  41. Wassiliadis, N., Schneider, J., Frank, A., Wildfeuer, L., Lin, X., Jossen, A., Lienkamp, M., 2021. Review of fast charging strategies for lithium-ion battery systems and their applicability for battery electric vehicles, Journal of Energy Storage, 44, 103306, DOI: 10.1016/j.est.2021.103306
  42. Xie, C., Sun, Z., 2021. Influence of perceived quality on customer satisfaction in different stages of services, Nankai Business Review International, 12(2), 258-280, DOI: 10.1108/nbri-01-2020-0004
  43. Yuniati, R., Sitinjak, C., 2022. Upward Comparison at the Workplace: A Review, East Asian Journal of Multidisciplinary Research, 1(7), 1377-1394, DOI: 10.55927/eajmr.v1i7.922
  44. Zaino, R., Ahmed, V., Alhammadi, A. M., Alghoush, M., 2024. Electric Vehicle Adoption: A comprehensive systematic review of technological, environmental, organizational and policy impacts, World Electric Vehicle Journal, 15(8), 375, DOI: 10.3390/wevj15080375
  45. Ziemba, E. W., Duong, C. D., Ejdys, J., Gonzalez-Perez, M. A., Kazlauskaitė, R., Korzynski, P., Mazurek, G., Paliszkiewicz, J., Stankevičienė, J., Wach, K., 2024. Leveraging artificial intelligence to meet the sustainable development goals, Journal of Economics and Management, 46, 508-583, DOI: 10.22367/jem.2024.46.19
DOI: https://doi.org/10.30657/pea.2025.31.16 | Journal eISSN: 2353-7779 | Journal ISSN: 2353-5156
Language: English
Page range: 163 - 172
Submitted on: Mar 13, 2025
Accepted on: Apr 14, 2025
Published on: May 27, 2025
Published by: Quality and Production Managers Association
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year

© 2025 Charli Sitinjak, Józef Ober, published by Quality and Production Managers Association
This work is licensed under the Creative Commons Attribution 4.0 License.