Factors affecting user satisfaction with new energy vehicles: A field survey in Shanghai and Nanjing

Based on the diffusion of innovation theory (DOI), this paper aims to explore the potential factors that influence user satisfaction with new energy vehicles (NEVs). Furthermore, we introduce the term "personal environmental awareness" (PEA) and attempt to examine its contingent effects. A moderated hierarchical linear regression analysis (MHLRA) method is conducted to analyze the data collected from a field survey of 335 early-drivers of NEVs. Empirical results show that experiences related to usefulness, experience of ease-of-use, total cost, driving range, and infrastructure readiness are important factors that influence user satisfaction with NEVs. In the case of moderating effects, we found that PEA might strengthen the positive effects of experienced usefulness, experienced ease-of-use, driving range, and infrastructure readiness in terms of user satisfaction with NEVs. However, the moderating role of PEA in the relationship between total cost and user satisfaction is not statistically significant. Our research findings might provide some useful insights for market managers, academic researchers and policy makers.