Effectiveness of Mediation in Resolving Business Disputes in the Digital Era
Abstract
Background: The digital era has transformed the landscape of business disputes, leading to a rise in conflicts arising from online transactions, e-commerce, and digital platforms. Traditional dispute resolution methods often struggle to address the unique challenges posed by these digital disputes, prompting a growing interest in alternative methods such as mediation.
Objective: This study aims to evaluate the effectiveness of mediation in resolving business disputes within the digital environment. Specifically, it investigates how mediation compares to other traditional dispute resolution methods and its impact on time efficiency, cost, and overall satisfaction for businesses involved in digital disputes.
Method: A mixed-method approach was used, combining quantitative surveys from businesses that have engaged in digital mediation with qualitative interviews of legal experts and mediators. The data were analyzed to assess key factors such as cost, time savings, and satisfaction in resolving disputes.
Results: The findings indicate that mediation is significantly more cost-effective and time-efficient compared to litigation. Most participants expressed high satisfaction with the mediation process, noting its flexibility and ability to preserve business relationships.
Conclusion: Mediation proves to be an effective method for resolving business disputes in the digital era, offering benefits in terms of cost, time, and relationship management. Businesses are encouraged to adopt mediation as a primary dispute resolution strategy.
Full text article
References
Achtouk-Spivak, L., & Garden, R. (2022). OECD National Contact Point Specific Instances: When “Soft Law” Bites? Journal of International Dispute Settlement, 13(4), 608–642. Scopus. https://doi.org/10.1093/jnlids/idac017
Alabdali, M. A., & Basahal, A. S. (2024). Strategies for Mitigating Labor Disputes in the Private Sector: Insights from Saudi HR and Legal Experts. Employee Responsibilities and Rights Journal. Scopus. https://doi.org/10.1007/s10672-024-09506-4
Allouzi, A. S. (2024). Mediation and conciliation centers and their impact on resolving legal disputes in UAE “Under Federal Law No. 17 of 2016 and its amendment No. 5 of 2021.” Journal of Infrastructure, Policy and Development, 8(10). Scopus. https://doi.org/10.24294/jipd.v8i10.6703
Boorman, F. C. (2022). Theatrical Arbitration in Georgian England. Journal of Legal History, 43(3), 262–287. Scopus. https://doi.org/10.1080/01440365.2022.2147528
Carneiro, C. D., Duzert, Y., & de Almeida, R. A. (2024). THE ECONOMIC BENEFITS OF BUSINESS MEDIATION IN THE BRAZILIAN SCENARIO. RAE Revista de Administracao de Empresas, 64(3). Scopus. https://doi.org/10.1590/S0034-759020240304
Chen, Y. (2024). Wooden Boats and Shipping Organizations in the Middle Reaches of the Yangtze River (1700-1850). Tijdschrift Voor Sociale En Economische Geschiedenis, 21(1), 35–52. Scopus. https://doi.org/10.52024/tseg.18557
Crespo, B. L. (2024). The autonomous solution to labour disputes with bigger scope than a Spanish Autonomous Community: Evolution and current situation. Trabajo y Derecho, 2024(20). Scopus. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85211632484&partnerID=40&md5=676486eabbcb504dd5e6d77251ec4904
Da Rocha Schmidt, G., & Bumachar, J. (2022). Prior Corporate Insolvency System—Previous mediation and conciliation. Revista Brasileira de Alternative Dispute Resolution, 4(7), 103–118. Scopus. https://doi.org/10.52028/rbadr.v4i7.7
Fithriah, N., Arso, D. D., & Muthia, A. A. (2023). Implementing Accessibility Principles in Alternative Dispute Resolution for Sharia Economic Disputes in Indonesia. Jurnal Ilmiah Mizani, 10(2), 292–301. Scopus. https://doi.org/10.29300/mzn.v10i2.3010
Gao, W. (2025). Online Dispute Resolution in China: Institutional Analysis and Legal Practice. Dalam Online Dispute Resolution in China: Institutional Analysis and Legal Practice (hlm. 175). Taylor and Francis; Scopus. https://doi.org/10.4324/9781003594512
Gariba, J. A. (2023). Youth and Social Navigation in the Alavanyo and Nkonya Land Conflict in Ghana. Nordic Journal of African Studies, 32(1), 50–65. Scopus. https://doi.org/10.53228/njas.v32i1.895
Gulati, R., John, T., & Köhler, B. (2023). The Elgar Companion to UNCITRAL. Dalam The Elgar Companion to UNCITRAL (hlm. 604). Edward Elgar Publishing Ltd.; Scopus. https://doi.org/10.4337/9781803924540
Gunther, L. E., & Marcuzzo, F. M. (2022). MEDIATION AND ARBITRATION IN INTERNATIONAL TRADE. Relacoes Internacionais no Mundo Atual, 4(37), 1045–1060. Scopus. https://doi.org/10.21902/Revrima.v4i37.6302
Harjono, D. K., Panjaitan, H., Soerjadjanegara, M., Susanto, H., Kamal, A. H. M., & Suwarno, S. (2024). ENSURING FAIR BUSINESS PRACTICES AND CONSUMER RIGHTS: THE ROLE AND IMPACT OF INDONESIA’S CONSUMER DISPUTE SETTLEMENT AGENCY. Jurnal Hukum Unissula, 40(1), 259–271. Scopus. https://doi.org/10.26532/jh.v40i1.37177
Hayati, R. F., & Mujib, A. (2022). DISPUTE RESOLUTION ON MU??RABAH MUSYTARAKAH CONTRACT ON SHARIA INSURANCE IN INDONESIA: Between Regulation and Practice. El-Mashlahah, 12(1), 14–36. Scopus. https://doi.org/10.23971/elma.v12i1.3795
Hendrawati, D., Musyafah, A. A., Hakimah, A., & Markom, R. (2022). RELIGIOUS PRACTICES OF LAND ENDOWMENT: EXAMINING REFORM AND DISPUTE RESOLUTION ALTERNATIVES OF LAND WAQF IN INDONESIA AND MALAYSIA. International Journal of Public Policy and Administration Research, 9(3), 71–78. Scopus. https://doi.org/10.18488/74.v9i3.3204
Hong, X., Ning, M., Chen, Q., Shi, C., & Wang, N. (2024). How does command-and-control environmental regulation impact firm value? A study based on ESG perspective. Environment, Development and Sustainability. Scopus. https://doi.org/10.1007/s10668-023-04366-8
HOW JUDICIARY SUPPORTS CONTRACT LAW ENFORCEMENT: Indonesian Experience. (2022). Jurisdictie: Jurnal Hukum Dan Syariah, 13(2), 143–161. Scopus. https://doi.org/10.18860/j.v13i2.18941
Kamilovska, T. Z., & Rako?evi?, M. (2025). Mandatory Initial Mediation Session: Evaluating the Effects of Compulsion in Dispute Resolution—The Case of North Macedonia. Dalam Eur. Union. Neighb. Glob. World. (Vol. 20, hlm. 193–207). Springer Nature; Scopus. https://doi.org/10.1007/978-3-031-76345-8_12
Kaya, S., Kervank?ran, E., & Ak?nc?, M. F. (2024). Resolution of IP disputes in Turkey: Emerging trends of mandatory mediation and specialized courts for IP disputes. Journal of Intellectual Property Law and Practice, 19(12), 874–883. Scopus. https://doi.org/10.1093/jiplp/jpae084
Kessedjian, C., Van Aaken, A., Lie, R., Mistelis, L., & Reis, J. M. (2023). Mediation in Future Investor-State Dispute Settlement. Journal of International Dispute Settlement, 14(2), 192–212. Scopus. https://doi.org/10.1093/jnlids/idac015
Kokoeva, L. T., Garunova, N. N., Gurkina, D. A., Slepenok, Y. N., & Stepanova, L. P. (2022). Mediation as a Way to Resolve Conflicts. Dalam Adv. Sci. Tech. Inno. (hlm. 877–881). Springer Nature; Scopus. https://doi.org/10.1007/978-3-030-90324-4_143
Kolenko, E., Dostqoriev, M., & Azizov, N. (2024). Understanding the Legal Culture in Uzbekistan Through an Analysis of Business Disputes in Economic Courts. Dalam Int. Poliit. Econ. Ser.: Vol. Part F3202 (hlm. 173–196). Palgrave Macmillan; Scopus. https://doi.org/10.1007/978-3-031-55341-7_7
Konova, F., & Abdullin, A. (2024). Mediation as an effective way to settle economic disputes: Current experience and prospects for development. Revista Brasileira de Alternative Dispute Resolution, 6(11), 141–150. Scopus. https://doi.org/10.52028/rbadr.v6.i11.ART08.RU
Kriswandani, A. R., Herry, B., Rijadi, P., & Efendi, J. (2022). Integration in Copyright Regulation Enforcement—A Study from Indonesia. BiLD Law Journal, 7(1), 278–287. Scopus.
Malacka, M. (2022). The Singapore Mediation Convention and International Business Mediation. International and Comparative Law Review, 22(2), 179–196. Scopus. https://doi.org/10.2478/iclr-2022-0021
Mukhametzaripov, I. A. (2022). The Mechanisms of Conflict Resolution in the Church of Scientology in the USA. Religiovedenie, 2022(1), 111–122. Scopus. https://doi.org/10.22250/20728662_2022_1_111
Nae, L. R. (2023). The hotel franchise contract in the HoReCa domain and applicable ADR methods from a comparative perspective. Juridical Tribune, 13(3), 456–472. Scopus. https://doi.org/10.24818/TBJ/2023/13/3.08
Özcan, G. (2023). MEDIATION, ALTERNATIVE DISPUTE RESOLUTION METHOD, IN THE MINING SECTOR AND ITS APPLICATIONS. Dalam Altun N.E., Demirel N., Erkayaoglu M., Golbasi O., Yardimci U.A.G., Ulusoy Tasar A., Buyuktanir Aktar K., & Aytac H.M. (Ed.), IMCET - Proc. Int. Min. Congr. Exhib. Turk. (hlm. 906–914). Baski; Scopus. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85204362721&partnerID=40&md5=64184d0efc514bbbd237524ee92a3446
Pietrzak, P. (2025). International Relations Theory and Philosophical Political Insights Into Conflict Management. Dalam International Relat. Theory and Philosophical Polit. Insights Into Conflict Manag. (hlm. 521). IGI Global; Scopus. https://doi.org/10.4018/979-8-3693-9626-1
Pokryszka, K. (2023). Mediacja ewaluatywna w sprawach gospodarczych w prawie polskim z perspektywy prawa Unii Europejskiej i prawa mi?dzynarodowego. Problemy Prawa Prywatnego Miedzynarodowego, 33, 95–138. Scopus. https://doi.org/10.31261/PPPM.2023.33.05
Preparation of Business Contracts in Accordance with the Law: Findings Alternative Dispute Resolution mechanisms. (2022). International Journal of Criminal Justice Sciences, 17(1), 242–259. Scopus. https://doi.org/10.5281/zenodo.4756103
R?kawek, A. (2024). EU and Its Member States: Where Does the Scepticism for the Singapore Convention on Mediation Come from? Arbitration, 90(3), 405–420. Scopus. https://doi.org/10.54648/amdm2024031
Rifa’i, A., & Ramadhansyah, D. (2024). SINGAPORE CONVENTION: SHOULD INDONESIA RATIFY IT? Indonesian Journal of International Law, 21(4), 783–812. Scopus. https://doi.org/10.17304/ijil.vol21.4.1674
Rumi, T. (2023). The EU Regulation on P2B relations: The new rules on contractual transparency and alternative dispute resolution tools. Cadernos de Dereito Actual, 2023(21), 27–48. Scopus. https://doi.org/10.5281/zenodo.8043763
Rusakova, E. P., & Frolova, E. E. (2022). Introduction of Digital Methods of Protection of Rights as a Legal Guarantee of Business Activity in the Modern World (on the Example of China). Dalam Smart Innov. Syst. Technol. (Vol. 254, hlm. 121–130). Springer Science and Business Media Deutschland GmbH; Scopus. https://doi.org/10.1007/978-981-16-4621-8_10
Tripathi, A., & Vidhyansh, V. (2022). The Quest for an Appropriate Dispute Resolution Method in the Oil and Gas Sector in India. Arbitration, 88(1), 156–177. Scopus. https://doi.org/10.54648/amdm2022009
Xu, W. (2025). Multilingualism in the governance of a ‘monolingual’ country: Micro language planning, dispute settlement and social governance in China. Current Issues in Language Planning. Scopus. https://doi.org/10.1080/14664208.2024.2447973
Authors
Copyright (c) 2025 Aris Krisdiyanto, Nong Chai, Ton Kiat

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.