Customers' Intention to Continue Using Electric Cars in Ho Chi Minh City

Abstract

This study investigates the factors influencing customers’ intention to continue using electric cars in Ho Chi Minh City, focusing on high-value technological products. Drawing on the UTAUT2 model and integrating it with the Stimulus-Organism-Response (S-O-R) framework, the study positions Social Influence (SI) as the stimulus (S), six variables—Performance Expectancy (PE), Effort Expectancy (EE), Facilitating Conditions (FC), Price Value (PV), Hedonic Motivation (HM), and Habit (HB)—as the organism (O), and Continuance Intention (CI) as the response (R). Using data from 297 respondents via Google Forms and analyzing it with SmartPLS 4.0, the study yields findings that diverge from previous research on electric vehicle adoption. Specifically, only FC and PE significantly influence continuance intention, while other variables, including SI, show no direct impact. SI, however, indirectly affects CI through its influence on intermediary variables. These results suggest that customer experience plays a crucial role in shaping perceptions post-adoption. The study offers managerial implications for electric vehicle manufacturers, emphasizing the importance of enhancing user experience and support systems to foster long-term customer retention.