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E-Commerce and Consumer Protection in India: The Emerging Trend

Journal of business ethics, 2022-10, Vol.180 (2), p.581-604 [Peer Reviewed Journal]

The Author(s), under exclusive licence to Springer Nature B.V. 2021 ;The Author(s), under exclusive licence to Springer Nature B.V. 2021. ;ISSN: 0167-4544 ;EISSN: 1573-0697 ;DOI: 10.1007/s10551-021-04884-3 ;PMID: 34257470

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Title:
E-Commerce and Consumer Protection in India: The Emerging Trend
Author: Chawla, Neelam ; Kumar, Basanta
Subjects: Bank fraud ; Business and Management ; Business Ethics ; Business to business commerce ; Consumer protection ; Consumers ; Cooperation ; Customer service ; Customers ; Education ; Electronic commerce ; Enforcement ; Ethics ; Internet ; Literature reviews ; Loyalty ; Management ; Original Paper ; Philosophy ; Privacy ; Product safety ; Purchase intention ; Quality of Life Research ; Quality of service ; Regulation ; Rights ; Shopping ; Trade ; Trends ; Warranty ; Websites
Is Part Of: Journal of business ethics, 2022-10, Vol.180 (2), p.581-604
Description: Given the rapid growth and emerging trend of e-commerce have changed consumer preferences to buy online, this study analyzes the current Indian legal framework that protects online consumers ’ interests. A thorough analysis of the two newly enacted laws, i.e., the Consumer Protection Act, 2019 and Consumer Protection (E-commerce) Rules, 2020 and literature review support analysis of 290 online consumers answering the research questions and achieving research objectives. The significant findings are that a secure and reliable system is essential for e-business firms to work successfully; cash on delivery is the priority option for online shopping; website information and effective customer care services build a customer's trust. The new regulations are arguably strong enough to protect and safeguard online consumers' rights and boost India’s e-commerce growth. Besides factors such as s ecurity, privacy, warranty, customer service, and website information, laws governing consumer rights protection in e-commerce influence customers’ trust. Growing e-commerce looks promising with a robust legal framework and consumer protection measures. The findings contribute to the body of knowledge on e-commerce and consumer rights protection by elucidating the key factors that affect customer trust and loyalty and offering an informative perspective on e-consumer protection in the Indian context with broader implications.
Publisher: Dordrecht: Springer Netherlands
Language: English
Identifier: ISSN: 0167-4544
EISSN: 1573-0697
DOI: 10.1007/s10551-021-04884-3
PMID: 34257470
Source: ProQuest One Psychology
ProQuest Central

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E-Commerce and Consumer Protection in India: The Emerging Trend

The Author(s), under exclusive licence to Springer Nature B.V. 2021 ;The Author(s), under exclusive licence to Springer Nature B.V. 2021. ;ISSN: 0167-4544 ;EISSN: 1573-0697 ;DOI: 10.1007/s10551-021-04884-3 ;PMID: 34257470

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