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

Author

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  • Neelam Chawla

    (Vivekananda Institute of Professional Studies, Guru Govind Singh Indraprastha University)

  • Basanta Kumar

    (Academic, Research and Legal Consultant)

Abstract

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.

Suggested Citation

  • Neelam Chawla & Basanta Kumar, 2022. "E-Commerce and Consumer Protection in India: The Emerging Trend," Journal of Business Ethics, Springer, vol. 180(2), pages 581-604, October.
    • Handle: RePEc:kap:jbuset:v:180:y:2022:i:2:d:10.1007_s10551-021-04884-3
    DOI: 10.1007/s10551-021-04884-3
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    References listed on IDEAS

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    2. Çiğdem Sıcakyüz & Babek Erdebilli, 2023. "Is E-Trust a Driver of Sustainability? An Assessment of Turkish E-Commerce Sector with an Extended Intuitionistic Fuzzy ORESTE Approach," Sustainability, MDPI, vol. 15(13), pages 1-26, July.
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    4. Yaser Khaled Al Harazi & Gang Tian & Syed Ahsan Ali Shah & Ahmed Khaled Al Harazi & Saleh Yahya Alwan & Amr Mohammed Ali Amer, 2023. "Unlocking the Potential of E-Commerce in Yemen: Identifying Key Impacting Factors and Exploring Strategic Solutions," Sustainability, MDPI, vol. 15(18), pages 1-24, September.

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