Effectiveness of Socialization and Consultation on Consumer Dispute Resolution By BPSK City of Bandung for Msmes of Kadin City Of Bandung
DOI:
https://doi.org/10.63309/dialektika.v24i1.1007Keywords:
Access to Justice, BPSK, Consumer Protection LiteracyAbstract
The low level of public knowledge regarding the functions, roles, and procedures of the Consumer Dispute Resolution Agency (BPSK) often leads to suboptimal utilization of non-litigation dispute resolution channels; at this point, the need for educational interventions is quite urgent, especially for MSMEs that deal directly with the dynamics of consumer complaints on a daily basis. Departing from this context, this study is directed at assessing the effectiveness of the consumer dispute resolution socialization and consultation activities held by BPSK Bandung City on October 30, 2025, at the Bandung City Chamber of Commerce and Industry (KADIN). The theoretical framework combines the perspectives of public policy implementation, consumer protection literacy, and access to justice—a combination that, interestingly, allows the analysis not only to stop at "implemented activities" but also on their practical meaning for the ability of target actors to access available mechanisms. Methodologically, this study uses a qualitative approach with a case study design; data are collected through document analysis, semi-structured interviews, and limited observations, using Miles Huberman Saldaña's purposive sampling and interactive analysis techniques. The results indicate that the program proceeded in an orderly manner and fostered a more operational understanding of the complaint process, the BPSK's authority, and referrals for out-of-court dispute resolution. It is noteworthy that the multi-stakeholder format and consultation space strengthened the credibility of the message and built perceptions of justice at the initial access stage; however, evidence of long-term change still requires further testing. Therefore, the most plausible implication is the need for a more measurable impact evaluation to more robustly demonstrate program achievements.
Downloads
References
Akbar, M. F., Valeriani, D., Wilujeng, P. R., & Tohari, M. (2023). Assessing consumer empowerment and influencing factors in Central Bangka Regency: A multidimensional approach. Jurnal Perspektif Pembiayaan dan Pembangunan Daerah, 11(1). https://doi.org/10.22437/ppd.v11i1.21730
Badan Penyelesaian Sengketa Konsumen (BPSK) Kota Bandung. (2025). Laporan kegiatan sosialisasi dan konsultasi penyelesaian sengketa konsumen. Bandung: BPSK Kota Bandung.
Cappelletti, M., & Garth, B. (1978). Access to justice: The newest wave in the worldwide movement to make rights effective. Buffalo Law Review, 27(2), 181. digitalcommons.law.buffalo.edu+1
Creswell, J. W., & Poth, C. N. (2018). Qualitative inquiry and research design: Choosing among five approaches (4th ed.). SAGE Publications
Enggraini, S. D., & Suherman. (2022). Efektivitas penyelesaian sengketa oleh Badan Penyelesaian Sengketa Konsumen (BPSK) Jakarta melalui proses konsiliasi. Reformasi Hukum, 26(1), 98–115. https://doi.org/10.46257/jrh.v26i1.393
Gijoh, S. A. G. (2025). Awareness and implementation of consumer protection law in the service sector of Tomohon: Kesadaran dan implementasi Undang-Undang Perlindungan Konsumen di sektor jasa Kota Tomohon. Santhet (Jurnal Sejarah Pendidikan dan Humaniora), 9(3). https://doi.org/10.36526/santhet.v9i3.5575
Hamid, A. H., Nur, M., & Mustari, R. (2025). Optimization of consumer dispute resolution tasks by the Consumer Dispute Resolution Agency of Makassar City. International Journal of Law and Society, 8(2), 70–77. https://doi.org/10.11648/j.ijls.20250802.11 Science Publishing Group
Hill, M., & Hupe, P. (2021). Implementing public policy: An introduction to the study of operational governance (4th ed.). SAGE Publications. Google Buku+1
Kementerian Perdagangan Republik Indonesia. (2020). Peraturan Menteri Perdagangan No. 72 Tahun 2020 tentang Badan Penyelesaian Sengketa Konsumen. Jakarta: Kemendag RI.
Kementerian Perdagangan Republik Indonesia. (2017). Peraturan Menteri Perdagangan Nomor 06/M-DAG/PER/2/2017 tentang Badan Penyelesaian Sengketa Konsumen (Berita Negara Republik Indonesia Tahun 2017 Nomor 291).
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). SAGE Publications.
Pressman, J. L., & Wildavsky, A. (1984). Implementation: How great expectations in Washington are dashed in Oakland; or, why it’s amazing that federal programs work at all (3rd ed.). University of California Press. University of California Press+1
Rahmah, M., Simanjuntak, M., Sari, A. M., & Johan, I. R. (2023). The study of program and roles of National Consumer Protection Agency using qualitative and quantitative approaches. Journal of Child, Family, and Consumer Studies, 2(3), 209–222. https://doi.org/10.29244/jcfcs.2.3.209-222
Republik Indonesia. (1999). Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen. Jakarta: Pemerintah RI
Republik Indonesia. (2001). Keputusan Presiden No. 90 Tahun 2001 tentang pembentukan BPSK. Jakarta: Pemerintah RI.
Republik Indonesia. (2001). Peraturan Pemerintah Nomor 58 Tahun 2001 tentang Pembinaan dan Pengawasan Penyelenggaraan Perlindungan Konsumen (Lembaran Negara Republik Indonesia Tahun 2001 Nomor 103, Tambahan Lembaran Negara Republik Indonesia Nomor 4126).
Republik Indonesia. (2014). Undang-Undang Nomor 23 Tahun 2014 tentang Pemerintahan Daerah.
Rosaria, J. N., & Marpaung, D. S. H. (2022). Efektivitas penyelesaian sengketa konsumen oleh Badan Penyelesaian Sengketa Konsumen (BPSK) melalui mediasi dan arbitrase. Jurnal Justitia, 9(3), 1180–1188. https://doi.org/10.31604/justitia.v9i3.1180-1188 Jurnal UM-Tapsel
Sandefur, R. L. (2019). Access to what? Daedalus, 148(1), 49–55. https://doi.org/10.1162/DAED_a_00534 Illinois Experts
Satory, A., Sihombing, L. A., Nuraeni, Y., & Mustaqim, M. (2020). Analysis of program implementation education of consumer protection in improving consumer empowerment index. Atlantis Press.
Sitepu, R. I., & Muhamad, H. (2021). Efektifitas Badan Penyelesaian Sengketa Konsumen (BPSK) sebagai lembaga penyelesaian sengketa konsumen di Indonesia. Jurnal Rechten: Riset Hukum dan Hak Asasi Manusia, 3(2), 7–14. https://rechten.nusaputra.ac.id/index.php/rechten/article/download/79/67/418
Situmorang, M. (2022). Measuring the effectiveess of consumer dispute resolution on small value e-commerce transaction. Jurnal Penelitian Hukum De Jure, 22(4), 537–550. https://doi.org/10.30641/dejure.2022.V22.537-550 lawpolicyjournal.id
Organisation for Economic Co-operation and Development. (2020). Behavioural insights and organisations. OECD Publishing. https://www.oecd.org/content/dam/oecd/en/publications/reports/2020/04/behavioural-insights-and-organisations_3b0933c2/e6ef217d-en.pdf
Suherman, N. A., Simanjuntak, M., Sari, A. M., & Johan, I. R. (2023). The study of consumer dispute resolution agency (BPSK) and non-governmental organization for consumer protection (LPKSM). Journal of Child, Family, and Consumer Studies, 2(3), 257–269. https://doi.org/10.29244/jcfcs.2.3.257-269
Virgoria, A. P. A., Hamid, A. H., & Abdurrifai, A. (2025). Efektivitas penyelesaian sengketa konsumen melalui mediasi pada Badan Penyelesaian Sengketa Konsumen di Kota Makassar. Clavia Journal, 23(1), Article 5651. https://doi.org/10.56326/clavia.v23i1.5651 Universitas Bosowa
Xiao, J. J., & O’Neill, B. (2016). Consumer financial education and financial capability. International Journal of Consumer Studies. https://doi.org/10.1111/ijcs.12285 Wiley Online Library
Wahidi, A., Mustaklima, M., & Jannani, N. (2023). The authority of Badan Penyelesaian Sengketa Konsumen (BPSK) and Tribunal Tuntutan Pengguna Malaysia (TTPM) in consumer dispute resolution. Jurnal Penelitian Hukum De Jure, 23(1), 87–100. https://doi.org/10.30641/dejure.2023.v23.87-100 lawpolicyjournal.id
Yin, R. K. (2018). Case study research and applications: Design and methods (6th ed.). SAGE Publications.
Yuwono, M. S., & Santiago, F. (2024). Effectiveness of consumer dispute resolution through the Consumer Dispute Resolution Agency (BPSK). International Journal of Law and Society, 1(6), Article 1827. https://doi.org/10.70177/ijmsa.v1i6.1827
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Dialektika: Jurnal Ilmu Sosial
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
