Title: Unveiling influential aspects shaping consumer post-purchase satisfaction in the consumer durables sector in the context of sustainable attributes

Authors: Rita Prusty; Manoranjan Dash; Subash Ch. Nath; Preeti Y. Shadangi; Kamalakanta Muduli; Adimuthu Ramasamy

Addresses: Marketing and Strategy Department, Sri Sri University, Cuttack, India ' Faculty of Management Sciences, Siksha O Anusandhan (Deemed to be University), Bhubaneswar, India ' Marketing and Strategy Department, Sri Sri University, Cuttack, India ' Faculty of Management Sciences, Siksha O Anusandhan (Deemed to be University), Bhubaneswar, India ' Mechanical Engineering Department, Papua New Guinea University of Technology, Lae, Morobe, PMB 411, Papua New Guinea ' Department of Business Studies, Papua New Guinea University of Technology, Lae, Morobe, PMB 411, Papua New Guinea

Abstract: Previous study on consumer post-purchase satisfaction has focused on diverse products in order to understand pleasure, demonstrating the larger interaction between consumer and product. This study seeks to comprehend a different element of the factors influencing post-purchase satisfaction in the consumer durables market. A structured questionnaire was used to collect data from 613 customers who had purchased durables in the previous six months using a quantitative research approach. The model was validated using the SEM model. According to the findings, perceived quality, brand image, and customer service quality all have a substantial impact on post-purchase satisfaction. In contrast, in the consumer durables industry, sustainable attributes and positive online reviews are inconsequential to consumer post-purchase satisfaction. Understanding post-purchase satisfaction determinants informs marketers and managers, aiding in the goods or services enhancement for improved customer loyalty and retention, and contributes to the existing literature on consumer post-purchase satisfaction in the consumer durables industry.

Keywords: post-purchase satisfaction; consumer durables; brand image; product quality; sustainable attributes.

DOI: 10.1504/IJICBM.2025.150431

International Journal of Indian Culture and Business Management, 2025 Vol.36 No.4, pp.521 - 541

Received: 11 Oct 2023
Accepted: 29 Nov 2023
Published online: 13 Dec 2025 *

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