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Kurniawan, Alvin
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Comparative Juridical Analysis of Consumer–Business Dispute Resolution Effectiveness: A Study of the Consumer Dispute Settlement Agency and the Court Mechanism Kurniawan, Alvin; Setiadi, Edwin; Leonardo, Leonardo
Locus Journal of Academic Literature Review Vol 4 No 1 (2025): April
Publisher : LOCUS MEDIA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56128/ljoalr.v4i1.408

Abstract

Consumer problem solving in business aspects can be solved in two ways, namely through the mechanism at BPSK and the Court. Problem solving through BPSK takes a mediation approach and prioritizes good faith and voluntariness. Efforts to resolve problems through the Court prioritize the mediation process first, if peace is not achieved, it will be continued to the trial process and the issuance of a decision from the trial, the power of the court's decision has strong legal authority. So in this study, it is worth examining the comparison of the effectiveness of resolving consumer problems through BPSK and the Court. This research is a normative legal research, legal research based on literacy materials in the form of books, journals, legal theories and laws and regulations that are developing in society and using a comparative concept approach by comparing or comparing one of the legal institutions.
An Analysis of Alleged Discrimination by Telkom Group Against Netflix in Internet Service Provision Kurniawan, Alvin; Setiadi, Edwin; Leonardo, Leonardo; Silalahi, Udin
Locus Journal of Academic Literature Review Vol 4 No 1 (2025): April
Publisher : LOCUS MEDIA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56128/ljoalr.v4i1.409

Abstract

This study analyzes the alleged discriminatory practices by PT Telekomunikasi Indonesia (Persero) Tbk and PT Telekomunikasi Seluler (Telkom Group) against Netflix in the provision of internet access services. The issue arose when Telkom Group blocked access to Netflix in 2016, citing concerns over inappropriate content and consumer protection. However, similar platforms such as HOOQ, Viu, and Iflix were not subjected to the same restrictions, raising concerns about unequal treatment and potential anti-competitive behavior. Using a normative juridical approach combined with statutory, conceptual, and comparative methods, this research examines the case through the lens of Law No. 5 of 1999 on the Prohibition of Monopolistic Practices and Unfair Business Competition and Law No. 36 of 1999 on Telecommunications. The analysis incorporates the principle of non-discrimination and the "essential facilities" doctrine to assess whether the actions of Telkom Group potentially violated competition law. Although the Indonesian Competition Commission (KPPU) concluded there was no legal violation, this decision remains controversial and highlights the need for stronger regulatory frameworks and clearer enforcement mechanisms in Indonesia’s digital economy. Ensuring fair and non-discriminatory access to digital services is vital for fostering innovation, consumer choice, and a competitive ecosystem.
Assessing Customer Satisfaction at XYZ Bank: A SERVQUAL-AHP Approach to Improve Service Quality Kurniawan, Alvin; Putro, Utomo Sarjono
Journal Integration of Management Studies Vol. 3 No. 2 (2025): (Special Issue)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v3i2.354

Abstract

Competition within the banking sector is currently fierce. Competition compels banks to deliver enhanced service quality. Every Bank is vying to deliver superior service to clients. Service quality is a crucial prerequisite for enhancing and sustaining client happiness. Content consumers will offer endorsements, whilst discontented consumers will express grievances. In its 2024 annual report, XYZ Bank reported that, in conjunction with increased transaction volumes, it received a total of 22,369 complaints in 2024, representing a 13% rise of 2,526 complaints compared to the same period in 2023. This article will help companies assess their current level of customer satisfaction and identify the characteristics of service quality that require improvement. This study employed a hybrid methodology that combined SERVQUAL and AHP to derive a customer satisfaction index (CSI). Utilizing purposive sampling, 400 clients of XYZ Bank from Bandung City and six customer service professionals employed by XYZ Bank were chosen as participants. The CSI calculation results indicate that service quality achieves a moderate satisfaction level of 54.80%, with the most significant deficiency in the reliability component, succeeded by assurance, responsiveness, tangibles, and empathy dimensions. Based on Importance-Performance Analysis (IPA) and weighted gap scores, several indicators from the Reliability dimension require immediate corrective action, while indicators from the Responsiveness and Assurance dimensions need to continue improving to maintain quality. Indicators that require immediate corrective action, along with suggestions for improvement to enhance quality, will be provided. This research provides suggestions based on comparisons between complaint cases that occur and benchmark banks. The benchmark bank is a bank that has become the current market leader. It is hoped that, with these suggestions, the company will be able to increase customer satisfaction.
Co-Authors Jur. M. Udin Silalahi Leonardo Leonardo Setiadi, Edwin Utomo Sarjono Putro