Kepuasan konsumen adalah keadaan ketika keinginan, harapan, dan kebutuhan pelanggan terpenuhi. Suatu pelayanan dinilai memuaskan bila pelayanan tersebut dapat memenuhi kebutuhan dan harapan pelanggan.
Potret kepuasan pelanggan merupakan elemen penting bagi Pertamina Gas untuk dijadikan bahan pertimbangan dalam menyediakan pelayanan yang lebih baik di masa mendatang.
Pada pertengahan tahun 2012 Pertamina Gas telah melaksanakan Survei Kepuasan Pelanggan (Customer Satisfaction Survey) dengan tujuan:
• Mendapatkan gambaran mengenai pandangan umum customer terhadap kinerja dan kualitas layanan jasa yang diberikan oleh perusahaan.
• Mendapatkan informasi mengenai kebutuhan/keingin-
a strong and reliable information access program in support of the availability of integrated and correct information through the website www.pertagas.
pertamina.com and the internal Pertamina Gas portal.
Pertamina Gas actively publishes all corporate activities through press releases to Energia Weekly, Energia, Pertamina TV, Media Hulu, and other external forms of mass media such as magazines, newspapers and electronic media.
On the internal site, Pertamina issues a QM&HSE bulletin, which has been published monthly since November 2011. The bulletin publishes news related to Quality Management and Health, and Safety and Environment at Pertamina Gas. The company has also developed a Corporate Performance Management System (CPMS), which is a information portal for the Operations Directorate to select and evaluate all operational data from KPI to the realization of ABO and ABI.
CuSTOMER SATISFACTION SuRVEy
Consumer satisfaction is a condition when the customer’s desires, expectations and needs are met.
A service is rated as satisfactory when that service fulfils the needs and expectations of the customers.
A picture of consumer satisfaction is an important element for Pertamina Gas in its consideration in providing better service in the future.
Pertamina Gas has implemented the Customer Satisfaction Survey in mid 2012 with the aims of:
• Obtaining a picture of the customer’s general perception on the performance and service quality provided by the company.
• Obtaining information on the needs/desires of the customers regarding the service provided by the company.
Pertamina Gas juga secara aktif melakukan publikasi dari setiap aksi korporasi yang dilakukan melalui siaran pers ke Energia Weekly, Energia, Pertamina TV, Media Hulu dan media massa eksternal lainnya.
Pertamina Gas actively publishes all corporate activities through
press releases to Energia Weekly, Energia, Pertamina TV, Media Hulu,
and other external forms of mass media.
an customer atas layanan jasa yang diberikan perusahaan.
• Identifikasi masalah-masalah yang terkait layanan perusahaan (customer complaint).
• Informasi mengenai area-area pelayanan yang memerlukan perbaikan berdasarkan persepsi customer atas tingkat kepentingan jasa/layanan.
Kriteria Penilaian
Dengan kriteria tersebut Pertamina Gas berusaha menilai hasil kerjanya demi memberikan yang terbaik kepada seluruh pelanggan. Selain mengidentifikasi kinerja Pertamina Gas dalam memberikan pelayanan kepada para pelanggannya, perusahaan juga melakukan survei harapan pelanggan. Hasil survei tersebut akan dijadikan panduan bagi perusahaan untuk peningkatan di bidang-bidang tertentu sesuai dengan hasil survei.
Hasil Survei
Pertamina Gas melakukan survei kepada pelanggan yaitu para shipper di lima area operasi terdiri dari: Area Sumatera Bagian Utara, Area Sumatera Bagian Selatan, Area Jawa Bagian Barat, Area Jawa Bagian Timur dan Area Kalimantan. Sebanyak 34 shipper telah mengikuti survei tersebut.
Pertamina Gas mendapatkan nilai yang baik dalam usahanya memberikan pelayanan yang terbaik kepada pelanggannya, dengan nilai rata-rata 79,5. Sedangkan pada hasil survei harapan pelanggan, para shipper mengharapkan Pertamina Gas terus melakukan improvement dengan kriteria pelayanan sebagai fokus utamanya.
Posisi / Position Periode / Period
Pelayanan / Service • Produk sesuai dengan spesifikasi / Product in accordance to the specifications.
• Ketepatan billing / Billing Accuracy.
• Improving dalam monitoring & keakuratan data. / Improvement in monitoring & data accuracy.
Peralatan Operasi /
Operations Equipment • Pemeliharaan alat ukur. / Measurement equipment maintenance.
• Pemeliharaan sistem pipa. / Pipeline system maintenance.
• Pemeliharaan turbin kompresor. / Turbine compressor maintenance.
K3LL / HSE • Komitmen Pertamina Gas menjaga K3LL. / Pertamina Gas’ commitment in preserving K3LL.
• Personil Pertamina Gas selalu menjaga K3LL. / Pertamina Gas’ personnel preserves K3LL.
Komunikasi /
Communications • Informasi perubahan/gangguan penyaluran gas. / Gas flows changes/interruption information.
• Informasi perubahan/gangguan alat ukur atau sistem pipa. / Pipe system metering equipment changes/interruption information.
• Koordinasi yang baik. / Good coordination.
Pengaduan / Complaint • Tersedia jalur pengaduan. / Availability of complaint channel.
• Cepat & tanggap menyelesaikan keluhan. / Quick and responsive in resolving complaints.
• Selalu berusaha menyelesaikan masalah. / Constantly striving to resolve problems.
• Problem identification related to the company’s services (customer complaint).
• Acquiring information of service areas requiring improvements based on customer satisfaction of service importance levels.
Rating Criteria
With the criterias stated, Pertamina Gas strives to rate their work performance in an attempt to give the best to all customers. Besides identification of Pertamina Gas’ performance in provisions of services to customers, the company also conducts customer expectations survey. This survey result will be utilized as a guide for the company to enhance various fields in accordance to the survey results.
Survey Results
Pertamina Gas conducted the survey for consumers, the shippers in the 5 operating areas consisting of:
North Sumatra Area, South Sumatra Area, West Java Area, East Java Area, and Kalimantan Area. As many as 34 shippers have participated in this survey.
Pertamina Gas obtained a good grade in its endeavor to give the best for customers with an average score of 79.5. In regards to the customer expectation survey results on the other hand, shippers expect Pertamina Gas to continue improvements in the service criteria as the main focus.