Oftarina, Widya (2025) Pelaksanaan Pembayaran Ganti Rugi Pada Pengiriman Barang Yang Mengalami Kerusakan di Pt Pos Indonesia Cabang Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Transportation is a vital need to support the mobility ofigoods and services, including in the process of transporting goods. However, the increase in this need presents challenges in.the.form.of tight.business competition and the risk of loss in the delivery of goods, such as damage, loss, or delay. PT Pos Indonesia as a state-owned postal and logistics service company plays a role in providing goods delivery services regulated by Law No. 38 of 2009 concerning Post. The.formulation.of.the.problem in this study is as follows: 1. How is the implementation of compensation payments for damaged goods at PT Pos Indonesia, Pekanbaru branch?, and 2. What are the obstacles experienced by consumers in implementing compensation payments for damaged goods at PT Pos, Pekanbaru branch? The.research method used.in.writing this thesis is an empirical.research method. The type of empirical research that is more directed at social research using qualitative analysis methods has a rigid research design, which aims to obtain empirical knowledge of knowledge about legal relations to society, which is carried out by approaching the problem being studied with real legal properties or those that are in accordance with real life in society and are linked to an analysis of laws and regulations. Theiresults.of.thisistudy indicate that.PTiPos.Indonesiaihas transparent steps to handle risks in shipping goods, although there is still room to improve efficiency and customer satisfaction. Based on interviews with Mr. Akmal as Manager and Mrs. Ulia as Customer Service, it was found that PT Pos Indonesia has a systematic procedure in handling customer complaints. The process includes complaints, tracking goods, internal coordination, handling specific problems, notification to customers, and the claim process. Estimated resolution time varies depending on the type of problem: 3–14 working days for damaged goods, 7–30 working days for lost goods, and 1–3 working days for delays.

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