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E-Commerce and Consumer Protection in India: The Emerging Trend
Neelam Chawla1, Basanta Kumar2
1Vivekananda Institute of Professional Studies, Guru Govind Singh Indraprastha University, New Delhi, 110027 India.
Journal of Business Ethics : JBE
|July 14, 2021
Summary
India's new e-commerce laws and consumer protection rules safeguard online shoppers. Key factors like security, website information, and customer service build trust, ensuring e-commerce growth.
Area of Science:
- Business Law
- Consumer Protection
- E-commerce
Background:
- The rapid expansion of e-commerce has shifted consumer purchasing habits.
- Existing legal frameworks require examination to ensure adequate online consumer protection.
Purpose of the Study:
- To analyze the Indian legal framework protecting online consumer interests.
- To evaluate the effectiveness of the Consumer Protection Act, 2019 and Consumer Protection (E-commerce) Rules, 2020.
Main Methods:
- Analysis of the Consumer Protection Act, 2019 and Consumer Protection (E-commerce) Rules, 2020.
- Literature review.
- Survey of 290 online consumers to gather data on their preferences and trust factors.
Main Results:
- A secure and reliable system is crucial for successful e-business operations.
- Cash on delivery is a preferred payment method for online shoppers.
- Website information and effective customer service significantly enhance customer trust.
Conclusions:
- The new regulations appear sufficient to protect online consumers' rights and promote India's e-commerce expansion.
- Factors including security, privacy, warranty, customer service, and website information, alongside legal protections, influence customer trust in e-commerce.
- A robust legal framework and consumer protection measures are vital for the promising growth of e-commerce in India.