TAXONOMY OF FACTORS AFFECTING SATISFACTION LEVEL OF CONSUMER COMPLAINANTS
Abstract
Recognizing the unveiling of technological gyration in the present emulous and rivalrous business world coupled with ascending consumer expectations, and for assaying illusory, erroneous and deceptive business practices, cosmopolitan emphasis has been laid down by the Government of India on protection of consumers’ interest and to make consumer an aware and informed consumer – for which the Ministry of Consumer Affairs and Public Distribution has embarked on enactment of consumer protection legislations, launch of novel consumer awareness campaigns, and ensuring the presence of three-tier consumer dispute redressal mechanism for public at large. Though considerate efforts have been made in this regard, yet because of sheer ignorance of mechanism for exercising consumer rights and sharing of pre-purchase and post purchase responsibilities, consumer folk is subjugated at the hands of marketer / service-provider and is in prejudicial position as he/she is unaware and apprehensive about the working process of Consumer Dispute Redressal Forum (CDRFs). The extant study has been carried out to identify the factors influencing the satisfaction level of consumer complainants. For this, the state of Punjab constituted sample population and data was gathered using self-structured questionnaire. Secondary data was congregated from Punjab State Consumer Disputes Redressal Commission, and District Forums of districts selected for the study. Statistical inferences reveal that consumer movement should seek a new vision which embodies three cultures i.e. the culture of balance and harmony, the culture of trusteeship and stewardship, and culture of accountability to the future by strengthening the role of ‘social media’ and ‘consumer clubs’ for propagation and dissemination of consumer information, penetrating deep into the nation via Gram Panchayats, inclusion of Activity Based Curriculum, fixing up stringent punishments for fraudsters and time specific norms for adjournment of cases, setting up regional online help desks and additional district benches for speedy clearance of complaints, implementing ‘Citizen Charters’ in enforcing accountability of corporate sector, and ensuring a provision of ‘Legal-Aid’ for poor and illiterate litigants and reinstating faith in judicial system.
Keyword : consumer complainants, procedural justice, interactional justice, distributive justice, complainant satisfaction, consumers’ interest etc.
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References
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