Business Ethics and Legal Protection Roles in Corporate Governance: A Case Study on Consumer Dispute Resolution in the Financial and E-Commerce Sectors
DOI:
https://doi.org/10.58344/locus.v4i10.4918Keywords:
Business Ethics, Consumer Protection, Corporate Governance, Dispute Resolution, E-CommerceAbstract
Globalization and digital technology development have brought significant changes to Indonesia’s financial services and e-commerce sectors. While these sectors offer major economic opportunities, they also pose serious challenges related to consumer protection. This study aims to analyze the role of business ethics and legal protection in corporate governance, particularly through a case study of consumer dispute resolution in financial services and e-commerce. The analysis focuses on the effectiveness of legal instruments such as the Consumer Protection Law (UUPK) and the Financial Services Authority (OJK) regulations, as well as dispute resolution mechanisms, both litigation and non-litigation, including the Consumer Dispute Resolution Agency (BPSK), Alternative Dispute Resolution Institutions (LAPS), and Online Dispute Resolution (ODR). The findings show that although the regulatory framework is normatively adequate, its effectiveness remains hindered by weak digital literacy among consumers, limited socialization, and the capacity of supervisory institutions. Consumers tend to prefer non-litigation pathways due to their faster, cheaper, and more flexible processes; however, the success of these mechanisms strongly depends on institutional independence, process transparency, and coordination with companies’ internal complaint systems. This study highlights that the implementation of business ethics based on transparency and fairness, combined with effective legal protection, is crucial in building consumer trust, enhancing corporate accountability, and supporting sustainable economic growth in the digital era.
References
Adi Sulistiyono, Abdul Kadim, Hari Purwadi, & Agus Satory. (2022). Alternative model of consumer dispute settlement financial service sector in Indonesia. Journal of Legal, Ethical and Regulatory Issues, 25(2), 1–10.
Annur, C. M. (2023). E-commerce, sektor penyumbang ekonomi digital terbesar Indonesia pada 2023. Databoks.Katadata.co.id.
BPKN-RI. (2024). Conveying early performance in 2024, BPKN says many consumer complaints related to Tokopedia. Bpkn.go.id.
Ibrahim, R., Ismail, A., & Rahman, A. (2022). Work-life conflict and job performance: A study in the context of globalization and technological advancements in Indonesia. Journal of Business Research, 140, 605–612. https://doi.org/10.1016/j.jbusres.2021.12.012
INDONESIA.GO.ID. (2024). Strengthening consumer protection. Indonesia.go.id.
Lim, W. M., & De Run, E. C. (2022). Creativity in e-commerce: Engaging customers in the digital age. Journal of Digital Business, 17(1), 45–62.
Maldina, Z. A., & Hana, U. A. (2025). Business competition law and consumer protection realizing a fair and transparent market. BANSI Journal - Journal of Accounting Management Business, 5(1), 22–30.
Nugraha, X., Widyaningrum, S., & Al'Azza, N. E. A. (2023). Caveat venditor in international mobile equipment identity that is not registered in Indonesia. Humani (Law and Civil Society), 13(2), 283–297.
OJK. (2017). Financial consumer protection strategy 2013–2027. www.ojk.go.id
Sari, A. G., Sudarmanto, H. L., & Kusumaningrum, D. (2022). Online dispute resolution (ODR) as an alternative form of fintech business dispute resolution in Indonesia. Legal Transparency, 5(1), 20–39. https://doi.org/10.30737/transparency.v5i1.2268
Satory, A. (2015). Standard agreements and consumer protection in financial services sector business transactions: Its application and implementation in Indonesia. Padjadjaran Journal of Legal Sciences, 2(2), 269–290.
Smith, A., & Brown, B. (2019). Innovations in e-commerce: A modern approach. Business Hub.
Teresya, R., Nabiilah, R. R., & Tunnajah, S. (2022). Literature review e-commerce: Profitabilitas, tekanan eksternal dan kemudahan pengguna. Jurnal Ekonomi Manajemen Sistem Informasi, 3(4), 474–484.
Ulandari, D., & Mulyani, A. S. (2024). Analysis of principles and the application of ethics in the business world. Journal of Management Economics (JEKMa), 6–10.
Widiarty, W. S., & Saragih, R. V. (2024). Consumer protection law in the era of globalization. Publika Global Media.
Witi, F. L. (2021). Membangun e-commerce: Teori, strategi dan implementasi. Amerta Media.
Yuliska, E. (2025). Challenges of the consumer dispute resolution agency (BPSK) in Edwin's consumer protection. Encyclopedia of Journal, 7(4).
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Dafit Hidayat, Agus Satory
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
