International Journal on Customer Relations

1. Swati Sengar – Research Scholar, Banasthali Vidyapith, Rajasthan, India.

2. Balgopal Singhsthan, I – Associate Professor, Faculty of Management Studies, Banasthali Vidyapith, Rajasthan, India.

Received
07-Mar-2026
Accepted
07-Apr-2026
Published
10-Sep-2026
Abstract
While most studies examine factors driving the adoption of electric vehicles (EVs), there is a dearth of research on post-adoption repurchase intention, particularly in emerging economies such as India. This article combines the Expectation-Confirmation Model and Customer Commitment Theory to examine the effects of perceived usefulness and confirmation on repurchase intentions, with these effects sequentially mediated by the satisfaction-commitment cascade. We sampled 598 owners of electric cars in Rajasthan, India and analysed the proposed hypothesis using structural equation modelling and PROCESS macro. The findings indicate that perceived usefulness has strong direct and satisfaction-mediated effects on repurchase intention, whereas confirmation exerts effects indirectly through satisfaction. Furthermore, we found significant sequential mediation effects of satisfaction and customer commitment in the relationships between perceived usefulness and repurchase intention, as well as between confirmation and repurchase intention. The study provides theoretical and practical insights by demonstrating that sustained EV adoption depends on transforming satisfaction into long-term customer commitment, which drives repurchase intention. We advance research on EVs’ repurchase intentions in the Indian context by proposing a serial mediation model that provides evidence of the influence of multiple mechanisms within a single integrated causal process.
Locked
Subscribed
Open Access
Locked Content