Service Issues Affecting Consumer Behaviour Towards E-commerce Purchases in India

Pralok Gupta () and Ayona Bhattacharjee ()
Additional contact information
Pralok Gupta: Indian Institute of Foreign Trade
Ayona Bhattacharjee: International Management Institute, (IMI New Delhi)

Chapter Chapter 5 in Services Marketing Issues in Emerging Economies, 2020, pp 49-58 from Springer

Abstract: Abstract Globally, e-commerce is growing at an exponential rate. Several push factors, such as the growing middle class, tech-savvy young generation, increasing smartphone and Internet penetration, have contributed to this exponential growth, but there are several service issues that may adversely affect the purchasing behaviour of consumers on online platforms. These include delivery of items to consumers at the time of his/her choice, return pick-up of items delivered but not acceptable to the consumer, ease of payment and credit back in case of return of items, post-delivery warranty commitments, consumer grievance redressal in case of defective products, to name a few. This chapter analyses such consumer issues in e-commerce transactions and highlights the consumer protection regulations adopted in India, and broadly compares it with the systems in the developed economies. These issues may not only have microeconomic consequences by affecting the sales and profitability of online vendors but may pose macroeconomic challenges by slowing down the growth of the e-commerce sector in the respective countries unless otherwise addressed on time.

Date: 2020
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-15-8787-0_5

Ordering information: This item can be ordered from
http://www.springer.com/9789811587870

DOI: 10.1007/978-981-15-8787-0_5

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().