Purpose: This study aims to unravel the underlying dimensions of dealership experience and after-sales service quality and assess their relevance to electric vehicle (EV) customer satisfaction in Coimbatore District, Tamil Nadu. It addresses the need for an integrated understanding of customer experiences across pre-purchase and post-purchase stages of EV ownership.

Methods: A descriptive, cross-sectional research design was adopted. Primary data were collected from 394 EV owners/users through a structured 48-item questionnaire covering dealership experience, after-sales service quality, service value and convenience, and customer satisfaction. Respondents were selected using stratified random sampling, with electric two-wheelers and four-wheelers constituting the major strata. Reliability and construct suitability were assessed using Cronbach’s alpha, the Kaiser–Meyer–Olkin (KMO) measure, and Bartlett’s test of sphericity. Principal Component Analysis (PCA) with Varimax rotation was employed for dimensional reduction and component identification.

Findings: The measurement scales demonstrated satisfactory internal consistency, with Cronbach’s alpha values ranging from 0.826 to 0.879 for the major constructs. The KMO value of 0.759 and significant Bartlett’s test (χ² = 7191.702, p < 0.001) confirmed the suitability of the data for PCA. The analysis extracted 12 components that explained 66.377% of the total variance, broadly representing dealership experience, after-sales service quality, service value, convenience, and customer satisfaction. After-sales service quality showed the strongest association with customer satisfaction (r = 0.333).

Implications: The findings highlight the importance of technically competent personnel, reliable, responsive service, transparent communication, battery/software support, convenient facilities, and effective complaint resolution to improve EV customer experiences.

Originality: The study integrates dealership and EV-specific after-sales service dimensions within a PCA-based framework, providing context-specific evidence from an emerging Indian EV market.