Journal of Business Ethics ( IF 6.331 ) Pub Date : 2021-07-09 , DOI: 10.1007/s10551-021-04884-3 Neelam Chawla 1 , Basanta Kumar 2
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 security, 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.
中文翻译:
印度的电子商务和消费者保护:新兴趋势
鉴于电子商务的快速增长和新兴趋势改变了消费者在线购买的偏好,本研究分析了当前保护在线消费者的印度法律框架。 利益。对两项新颁布的法律,即 2019 年消费者保护法和 2020 年消费者保护(电子商务)规则的深入分析和文献综述支持对 290 名在线消费者回答研究问题并实现研究目标的分析。重要的发现是,安全可靠的系统对于电子商务公司的成功运作至关重要;货到付款是网上购物的优先选择;网站信息和有效的客户服务建立客户的信任。可以说,新法规足以保护和维护在线消费者的权利,并促进印度的电子商务增长。除了安全、隐私、保修、客户服务和网站信息等因素外,适用法律 电子商务中的消费者权益保护影响着消费者的信任。凭借强大的法律框架和消费者保护措施,不断发展的电子商务看起来很有希望。研究结果阐明了影响客户信任和忠诚度的关键因素,并为印度背景下的电子消费者保护提供了信息丰富的视角,具有更广泛的影响,从而有助于建立电子商务和消费者权益保护方面的知识体系。