Consumer-Complainant’s Contentment with Reference to Performance of Consumer Dispute Redressal Machinery
Marinal Gupta1, Sarang Narula2
1Marinal Gupta, Assistant Professor, Department of Commerce, Sri Aurobindo College of Commerce and Management, Ludhiana, India.
2Sarang Narula, Assistant Professor, University School of Applied Management, Punjabi University, Patiala, India
Manuscript received on 04 August 2019 | Revised Manuscript received on 27 August 2019 | Manuscript Published on 05 September 2019 | PP: 381-385 | Volume-8 Issue-2S7 July 2019 | Retrieval Number: B10700782S719/2019©BEIESP | DOI: 10.35940/ijrte.B1070.0782S719
Open Access | Editorial and Publishing Policies | Cite | Mendeley | Indexing and Abstracting
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Recognizing the significance of customer retention and creation, customer centric firms are continuously and systematically measuring customer satisfaction in terms of how well their customers are being treated and what are the factors influencing customer satisfaction level. Even when conscious efforts are being made by the business to keep its customers satisfied, there may be an instance where a consumer instead of getting his/her grievance resolved with the vendor / service provider approaches the consumer forum i.e. third party for resolution of grievance. An important question that arises in such scenario is that whether such aggrieved persons are satisfied with the offering of the forum or not. Moreover, in today’s dynamic and digital world, third party complaints are on continuous rise. The present study focuses on identifying various factors which influence the satisfaction level of consumer complainants. Through well designed questionnaire, involving likert scale statements related to distributive, procedural and interactional justice, responses have been collected from 300 respondents from the district of Ludhiana from the State of Punjab. Analysis of responses, using factor analysis technique, has enabled the identification of factors such as convenience and cost, behavioural aspect and credentials of the personnel working with consumer dispute redressal forums, established under Consumer Protection Act 1986.
Keywords: Customer, Customer Satisfaction, Consumer Complainant, Complainant Satisfaction, Consumer Dispute Redressal Forum.
Scope of the Article: e-governance, e-Commerce, e-business, e-Learning