The role of the Consumer Protection Act 2019 in shaping online consumer behavior and grievance redressal satisfaction

Abstract

This paper investigates the impact of the Consumer Protection Act 2019 on online consumer behavior, focusing on trust, purchase decisions, and satisfaction with grievance redressal mechanisms. By using ANOVA and regression analyses, the study highlights how the Act has improved consumer confidence in e-commerce and grievance redressal satisfaction. The results reveal a significant correlation between trust in the Act and increased online shopping. Additionally, demographic factors such as income and education were found to influence satisfaction with the grievance redressal mechanisms. The findings emphasize the importance of the Act in enhancing consumer protection and satisfaction, particularly in the evolving digital marketplace.