Title: COMPLAINANT SATISFACTION WITH REFERENCE TO CONSUMER
DISPUTE REDRESSAL FORUM
Authors: Ms. Marinal Gupta, Dr. Sarang Narula
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
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