Exploring the emotional mechanism of consumer satisfaction in new energy vehicles: a dual-path model of intelligent and eco-friendly experiences

Abstract

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New energy vehicles (NEVs) are considered a crucial means of reducing travel costs, enhancing consumer experiences, and innovating services. This paper aims to categorize the functional experiences of NEVs into two types: intelligent experience and eco-friendly experience, using a dual-path model. By analyzing 118,648 text data from automotive information and service platforms, the relevant factors influencing consumer satisfaction are explored. The research findings reveal that intelligent experience has a significantly positive impact on consumer satisfaction, whereas eco-friendly experience has a significantly negative impact on consumer satisfaction. This suggests that new energy vehicle companies need technological innovation in infrastructure and range to enhance consumer satisfaction. Furthermore, the research confirms that, when facing the intelligent experience of new energy vehicles, consumers’ “rational” thinking plays a dominant role, and efficacy is an intermediate variable to enhance consumer satisfaction. On the other hand, when facing the eco-friendly experience of new energy vehicles, consumers’ “emotional” thinking predominates, and identity is an intermediate variable to enhance consumer satisfaction. Additionally, the moderating effect of perceived usability is examined. When faced with the intelligent experience of NEVs, consumers with high perceived usability are more likely to generate a sense of efficiency. In the case of the eco-friendly experience of NEVs, consumers with low perceived usability are more likely to experience a sense of identity.

Keywords

• emotional mechanism
• consumer satisfaction
• perceived usability
• intelligent experience
• eco-friendly experience