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E-
Commerce
and Consumer Protection in India: The Emerging Trend
Chawla, Neelam ; Kumar, Basanta
Journal of business ethics, 2022-10, Vol.180 (2), p.581-604
[Periódico revisado por pares]
Dordrecht: Springer Netherlands
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Título:
E-
Commerce
and Consumer Protection in India: The Emerging Trend
Autor:
Chawla, Neelam
;
Kumar, Basanta
Assuntos:
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
É parte de:
Journal of business ethics, 2022-10, Vol.180 (2), p.581-604
Notas:
ObjectType-Article-1
SourceType-Scholarly Journals-1
ObjectType-Feature-2
content type line 23
Descrição:
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.
Editor:
Dordrecht: Springer Netherlands
Idioma:
Inglês
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