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

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.