PERBANDINGAN PERTANGGUNG JAWABAN PIHAK EKSPEDISI TERHADAP KONSUMEN DALAM KETERLAMBATAN PENGIRIMAN BARANG (Studi Kasus Pada PT. JNE Dan PT. J&T Cargo Malang)

Delayed delivery of goods is a problem that is often faced by consumers in expedition services. Some large expedition companies such as PT JNE (Nugraha Ekakurir Line) and PT J&T Cargo have different policies when dealing with delays. With that, it is necessary to compare the two expeditions which can make it easier for consumers to know. This study aims to analyze the factors that cause delays and find out the policies and procedures applied by PT JNE and PT J&T Cargo Malang in handling delays in shipping goods. This research uses empirical research methods with primary data collected through interviews with regional managers and branch owners. With the results of the study that there are several factors that cause delays in delivery of goods are internal factors including disruptions in transportation, address and external factors, namely force mojure such as natural disasters. As well as the responsibility given by PT JNE will provide compensation according to insurance if there is none if the goods are lost replaced by 10x the cost of shipping and if there is a delay only the YES (Yakin Esok Sampai) and SS (Super Speed) services only get compensation in the form of a refund according to the shipping cost. while PT J & T Cargo Malang every shipment is required to carry out insurance. So that if there is damage, it will be replaced according to the damage that occurs and if the goods are lost, they will be replaced according to the price of the goods. And the loss of delay does not get compensation unless the goods from e-commerce