Menyelisik Isu Perlindungan Konsumen pada Klausula Eksonerasi di Sektor Jasa Keuangan dan Retail dengan Pendekatan Mixed Methods

Abstract

Throughout 2021, the National Consumer Protection Agency (BPKN) has received 2.113 complaints from the financial services sector and 427 complaints from the retail sector, where problems related to the exoneration clause are one of the most reported problems. This research aimed to analyze the influence of knowledge and attitudes on consumer behavior and explore the role of the Consumer Dispute Settlement Agency (BPSK) in supervising the inclusion of the exoneration clause. This research applied sequential mixed methods that combine quantitative and qualitative approaches. The survey was conducted on 170 respondents who were selected by voluntary sampling. The descriptive analysis showed that consumer knowledge, attitudes, and behaviors related to the exoneration clause were still low. Only knowledge had a significant effect on consumer attitudes. The result of the in-depth interview concludes that the role of BPSK has not been effective and tends to be passive in supervising the inclusion of the exoneration clause. It is because there are no clear technical instructions and implementation instructions related to the supervision of the inclusion of the exoneration clause. Therefore, an institution with authority must examine, validate, and certify standard clauses before being applied to consumers.