COMMUNICATION BETWEEN SUPPLIERS OF GOODS, SERVICES AND CONSUMERS IN THE FIELD OF ELECTRONIC COMMERCE IN TERMS OF CONSUMER PROTECTION

In recent years, e-commerce has gained considerable momentum, being present in the daily lives of most active people, young people, but viewed with great interest and by the elderly but eager to be up to date, especially in the current context of global trade rules. The new trade measures imposed by the state in the world in the context of COVID-19, ensure a greater visibility but also vulnerability of electronic commerce, which imposes a series of new rules, necessary to be adopted by economic agents which invariably leads to the application of almost unitary international of the new requirements. The paper analyzes the way in which the Romanian consumer adapts to the international conditions of electronic commerce and to what extent he has an identical or almost identical behavior with the international consumer.

Purpose – The role of this paper is to highlight in the spirit of this dynamic of the evolution of e-commerce, the optimal forms of communication between the parties involved so that the consumer is satisfied with the result of the process of purchasing goods and services through the online system and the selling company can develop communication, new, secure and reliable systems for presenting and selling products and services, while adapting to new consumer requirements.

Methodology/approach - Relevant statistical data are collected and centralized for the two types of trade, classic and online, data related to three years, useful for forming a clear but punctual opinion on the state we are in, both in relation to the domestic and international market and to what extent can communication improve this sector.

Findings – The centralization of the data found that in terms of online commerce, consumers in the NW region of Romania face the same types of problems as consumers in other states, which is highlighted by comparison with international statistics published by various institutions approved in the field of electronic commerce. and we are also willing to buy and spend more money on online transactions just like consumers in other countries.

Research limitations/implications – In the context of globalization, the management of the relationship between suppliers and consumers in the field of electronic commerce is an important issue in terms of the current situation in which a special emphasis is placed on online activities both nationally and internationally.

Practical implications - It was analyzed in terms of data collected and centralized at the level of consumer protection Cluj the reasons why some consumers choose to buy products and services online compared to consumers in other countries, according to data taken from international statistics published online

Originality/value - Acquisition of a relevant number of data from the Cluj consumer protection institution, which in fact reflects the regional, maybe even national, trend. The data were collected with the agreement of the management of the above-mentioned institution.