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All Journal SIMBOL : Jurnal Administrasi Publik dan Pemerintahan Jurnal Pengabdian Masyarakat dan Riset Pendidikan
Joko Nugroho
Institut Agama Islam Al Aqidah Al Hasyimiyyah
Arts Humanities Education Environmental Science Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Strategi Perlidungan Konsumen pada E-Commerce dalam Mengatasi Ketidaksesuaian Produk: Penelitian Antoni Ludfi Arifin; Joko Nugroho
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 4 (2026): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 4 April - Juni
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i4.6042

Abstract

Perkembangan e-commerce telah meningkatkan efisiensi transaksi digital, namun juga memunculkan permasalahan ketidaksesuaian produk akibat asimetri informasi, manipulasi ulasan, dan lemahnya pengawasan. Penelitian ini bertujuan menganalisis strategi manajemen perlindungan konsumen dalam mengatasi ketidaksesuaian produk pada platform e-commerce. Metode yang digunakan adalah pendekatan kualitatif melalui studi literatur dengan mengkaji berbagai sumber ilmiah dari database terindeks seperti Scopus, Google Scholar, dan ScienceDirect. Teknik analisis dilakukan secara deskriptif-analitis untuk mengidentifikasi pola, hubungan konseptual, serta gap penelitian terkait perlindungan konsumen digital. Hasil penelitian menunjukkan bahwa ketidaksesuaian produk dipengaruhi oleh ketidakpastian transaksi, kompleksitas informasi digital, serta praktik manipulasi ulasan yang menurunkan kepercayaan konsumen. Selain itu, lemahnya regulasi lintas negara dan sulitnya pengawasan terhadap penjual anonim memperburuk kondisi tersebut. Oleh karena itu, diperlukan strategi perlindungan konsumen berbasis integrasi teknologi, regulasi, dan manajemen risiko, melalui peningkatan transparansi informasi, verifikasi produk, serta pemanfaatan artificial intelligence untuk mendeteksi kecurangan dan fake reviews. Temuan ini berkontribusi dalam merumuskan model perlindungan konsumen yang adaptif, preventif, dan berbasis teknologi dalam ekosistem e-commerce.
Peran Kompetensi SDM BPKN dalam Meningkatkan Perlindungan Konsumen melalui Kualitas Pelayanan Berbasis Etika Bisnis Antoni Ludfi Arifin; Joko Nugroho
Jurnal Administrasi Publik dan Pemerintahan Vol. 5 No. 1 (2026): SIMBOL : Jurnal Administrasi Publik dan Pemerintahan
Publisher : LPPM STISIP IMAM BONJOL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55850/simbol.v5i1.405

Abstract

Consumer protection is a crucial element of modern economic systems as it seeks to maintain a balanced relationship between business actors and society as users of goods and services. BPKN plays a strategic role in providing advocacy, policy recommendations, and strengthening the national consumer protection framework in Indonesia. However, the effectiveness of consumer protection is not solely determined by regulatory frameworks but is also significantly influenced by the quality of human resources responsible for delivering public services. This study aims to analyses the role of BPKN HR competencies in enhancing consumer protection through service quality grounded in business ethics. The research employs a qualitative approach using a literature study method, drawing upon reputable academic journal articles and scholarly sources related to HR competencies, public service quality, and business ethics. The findings indicate that HR competencies constitute a key factor in improving the effectiveness of consumer protection. Public officials possessing technical, analytical, and digital competencies, as well as strong communication and empathetic skills, are better positioned to deliver higher-quality public services. Service quality supported by the dimensions of reliability, responsiveness, assurance, and empathy has been shown to strengthen public trust in consumer protection institutions. Furthermore, the internalization of business ethics within organizations plays a vital role in maintaining integrity, transparency, and accountability in service delivery. The integration of human resource competencies, service quality, and business ethics therefore forms a critical foundation for developing a responsive, credible, and adaptive consumer protection system in the context of an evolving digital economy.
Co-Authors Antoni Ludfi Arifin Antoni Ludfi Arifin