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All Journal Jurnal Hukum Lex Generalis
Maryatul Rifdiyah
Universitas STIKUBANK Semarang
Law, Crime, Criminology & Criminal Justice

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Perlindungan Konsumen terhadap Pengguna Jasa Pengiriman Barang J&T Express Ungaran Timur Maryatul Rifdiyah; Adi Suliantoro
Jurnal Hukum Lex Generalis Vol 7 No 5 (2026): Tema Hukum Perburuhan dan Ketenagakerjaan
Publisher : Himpunan Ilmu Hukum dan Ilmu Hukum Islam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56370/jhlg.v7i5.1709

Abstract

This study aims to analyze the implementation of consumer protection for users of J&T Express Ungaran Timur courier services based on Law Number 8 of 1999 on Consumer Protection. This study is empirical legal research using a juridicalsociological approach. Primary data were obtained through direct interviews with the branch manager, customer service staff, couriers and consumers of J&T Express Ungaran Timur. The results indicate that there are six main obstacles in fulfilling consumer rights: damaged goods, delayed delivery, lost goods, consumers' lack of understanding of claim procedures, the application of standard clauses potentially harmful to consumers and insufficient human resources during peak hours. J&T Express Ungaran Timur has undertaken differentiated efforts for each obstacle, corresponding to the consumer rights dimension affected as stipulated in Article 4 of the Consumer Protection Law. Nevertheless, implementation still requires further supervision to achieve optimal consumer protection.
Co-Authors Adi Suliantoro