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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Maria Gabriella Vicanya Putri Siahaan
Politeknik Negeri Jakarta

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Perlindungan Konsumen pada Layanan Transportasi Online Kasus Gojek di Indonesia Nining Latianingsih; Laras Afifah; Yuningsih; Arikah Fazira; Maria Gabriella Vicanya Putri Siahaan; Pinggi Laresti; Ghibrani Addini Saddam; Verdy Sandjaya
Seminar Nasional Riset Terapan Vol. 14 No. 01 (2025): SNRT XIV TAHUN 2025
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

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Abstract

The growth of online transportation services has transformed the way people move around cities by offering convenience, flexibility, and ease. This study aims to determine the level of consumer awareness of their rights when using the Gojek online transportation service and to identify the main complaints consumers have raised regarding the service. This study used a descriptive method, distributing questionnaires to 15 online transportation service users. The data obtained were then analyzed and categorized. The results revealed a significant contradiction: although the majority felt unsafe (66.7%), almost all respondents (93.3%) did not file a complaint. This indicates not only a lack of consumer rights literacy but also a potential failure of the service system in building user trust. These findings indicate that consumer awareness of their rights remains relatively low. Although the majority have filed complaints, and more than half have been resolved, there is still room for improvement in the speed and quality of responses from service providers. This study recommends the need to increase consumer education and improve the complaint handling system by online transportation service providers.
Co-Authors Arikah Fazira Ghibrani Addini Saddam Laras Afifah Nining Latianingsih Pinggi Laresti Verdy Sandjaya Yuningsih