What is it about?
This article 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
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Why is it important?
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.
Perspectives
Given the presumption that e-commerce and trust are areas of constant change, trust in e-commerce will change, and it will be more challenging to integrate e-commerce into people's lives. The scope for further research to test the effectiveness of the Act, 2019, and Rule, 2020 in redressing e-commerce consumers' grievances and protecting their rights is wider only after a couple of years of operational experience. The government's policy drive for accelerating online transactions also poses challenges considering the importance of trust-building and consumer rights protection in e-commerce. Future research would shed more light on these issues.
Basanta Kumar
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This page is a summary of: E-Commerce and Consumer Protection in India: The Emerging Trend, Journal of Business Ethics, July 2021, Springer Science + Business Media,
DOI: 10.1007/s10551-021-04884-3.
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