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Title: COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM
Authors: Ms. Marinal Gupta, Dr. Sarang Narula
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1Ms. Marinal Gupta, 2Dr. Sarang Narula 1Assistant Professor in Commerce Sri Aurobindo College of Commerce and Management, Ludhiana Affiliated to Panjab University, Chandigarh 2Assistant Professor, University School of Applied Management, Punjabi University, Patiala
MLA 8 Gupta, Ms. Marinal, and Dr. Sarang Narula. "COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM." Int. j. of Social Science and Economic Research, vol. 3, no. 5, May 2018, pp. 2012-2027, ijsser.org/more2018.php?id=139. Accessed 2018. APA Gupta, M., & Narula, D. (2018, May). COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM. Int. j. of Social Science and Economic Research, 3(5), 2012-2027. Retrieved from ijsser.org/more2018.php?id=139 Chicago Gupta, Ms. Marinal, and Dr. Sarang Narula. "COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER DISPUTE REDRESSAL FORUM." Int. j. of Social Science and Economic Research 3, no. 5 (May 2018), 2012-2027. Accessed , 2018. ijsser.org/more2018.php?id=139.
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Abstract: The linkage of consumer satisfaction, consumer retention, and business performance has always been well established in the marketing literature, thereby attaching abundant importance to consumer satisfaction measurement. Though some research has already been made to measure satisfaction with a government agencies' service, yet little investigation has been made of extent of satisfaction about the performance of outside government agencies that act as third-party for consumers to gain marketplace redress. As the number of third-party complaints is increasing, present study is a timely investigation. This paper aims at measuring consumer satisfaction with regard to complaint resolution mechanism, where dissatisfied consumer lodge complaint with the consumer dispute redressal forums, established as per the provisions of Consumer Protection Act 1986.

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