Regression Analysis of the Court Complaints in the District Consumer Forums of Uttrakhand, India

Abstract

Purpose: The current study aims to understand consumer complaints trends in district courts of the newly constructed state of Uttarakhand. Design/Methodology/Approach: A descriptive study was conducted to test the research framework. The secondary data on the consumer complaints filed with district consumer courts of Uttarakhand for 2006-2017 was considered for the study. Regression analysis was employed to understand consumer complaint behaviour trends concerning literacy and pendency rates. Findings: Trend analysis demonstrated that new cases filed with district consumer courts are higher in plain areas (Dehradun, Haridwar & Udham Singh Nagar). Regression analysis depicted a significant negative relationship between the case pendency rate and the number of new cases filed. The relationship between literacy rate and the number of new cases filed was not significant. Managerial Implications: Present study reinforces the significance of consumer courts in addressing to redressal of consumer complaints. It suggests firms and organizations address customers redressals properly; else, customers will take them to court. At the same time, it warns consumer courts about the increasing pendency of cases and urges them to take proper remedial actions. Originality/Value: The study highlighted the role of Third-party action in consumer complaint behaviour and provided an overview of consumer courts' performance and efficiency in 13 districts of Uttarakhand.