Pelindo III provides facilities to obtain feedback from customers regarding product quality, customer support, and transactions, through the media such as:
1. Letter, Suggestion Box, Advice Card, Telephone and Faximile, Email, and SMS
2. Face to Face/meeting/customer gathering/focus group discussion (FGD)/Customer Relationship Officer (CRO) Analysis Survey services and Customer Satisfaction Surveys the flow of customer complaints handling in Pelindo III through a letter, Suggestion Box, Suggestions Card, and Telephone and Faximile, Email, and SMS are as follows:
1. The customer filed a complaint through the media complaints
2. Team of customer complaints receives and records all customer complaints into the logbook;
3. Team of customer complaints verifies customer complaints 4. Team of customer complaints provides answers to
customer complaints if the settlement takes less than 1x24 hours
5. If the settlement for customer complaints requires coordination among Headquarters/related agency, the customers complaints team keeps giving respond within 1 x 24 hours, before inviting the customer for more talks;
6. The customer complaint team monitors the implementation of the improvements contained in the logbook in accordance with the improvement schedule set 7. The customer complaint team shall record all customer
complaints, recapitulate them, and monitoring the settlement for the customer complaints through the application of www.crm.pelindo.co.id
kebutuhan dan permasalahan yang dialami pelanggan dengan mengadakan pertemuan dengan pelanggan secara langsung, dalam event face to face, gathering, dan mengaktifkan peran Customer Relationship Officer (CRO) untuk melakukan customer visit. Pada tangal 21–23 Oktober 2015, Pelindo III mengadakan Face to Face dengan mengundang 10 Perusahaan pelayaran petikemas domestik. Kegiatan tersebut diselenggarakan dalam format acara forum diskusi prifat antara pihak manajemen Pelindo III dengan masing-masing pimpinan Perusahaan pelayaran petikemas domestik.
Penyelenggaraan acara ini mendapatkan tanggapan positif para undangan dari Perusahaan pelayaran domestik sebagai ajang untuk membangun sinergi positif antara Pelindo III dengan pengguna jasa sehingga tercipta kesinambungan bisnis.
Selain Face to Face, di masing-masing Cabang juga diadakan Gathering dengan pengguna jasa, yang mengundang pula syahbandar dan Otoritas Pelabuhan setempat. Hal ini dilakukan agar setiap kendala yang menjadi bottleneck di setiap wilayah kerja dapat diatasi.
Proses ini telah diimplementasikan secara konsisten oleh Pelindo III selama lebih dari 3 tahun yang melibatkan kantor- kantor cabang terkait, diimplementasikan dengan menindaklanjuti secara langsung feedback atau umpan balik pelanggan, dengan memberikan solusi yang sesuai harapan dan keinginan pelanggan. Selama 3 tahun terakhir keluhan pelanggan dapat diselesaikan oleh fungsional Pelindo III. Keluhan Pelanggan di tahun 2015, sejumlah 180 keluhan, dengan 170 keluhan diterima, dan 10 keluhan pelanggan yang ditolak. Penolakan keluhan pelanggan biasanya disebabkan oleh kesalahan yang berasal dari pengguna jasa, baik kesalahan entry maupun kurang informasinya terhadap peraturan baru yang berlaku di Pelindo III. [G4-PR5]
Jumlah Keluhan Pelanggan Tahun 2013 s.d. 2015/ Number of Customer Complaints in 2013 through 2015 Deskripsi/Keluhan
.Description/Complaint
Tahun| Year
2013 2014 2015
Dalam proses|under Process 0 0 0
Selesai|Solved 203 210 180
Jumlah Keluhan|Number of complaints 203 210 180
explored the needs and problems experienced by customers by meeting with the customers directly, in a face to face event, gathering, and activating the role of Customer Relationship Officer (CRO) to conduct customer visit. On October 21 through 23, 2015, the Pelindo III organize a Face to Face during it invited 10 domestic container shipping companies. The conduct of this event receives a positive response from domestic shipping companies as a platform to build positive synergies between Pelindo III with the service users in order to maintain business continuity.
In addition to Face to Face, in each port branch was also held a Gathering with the service users, by inviting also syahbandar and the local Port Authority. This is done so that every obstacle that become bottleneck in each work area can be addressed.
This process has been implemented consistently by Pelindo III for more than 3 years involving related branches. This is executed by following up direct feedback from customer, by providing a solution that fits with expectations and wishes of the customer. Over the last 3 years customer complaints can be solved by functional of Pelindo III. In 2015, Pelindo III received 180 complaints from customers, of which 170 complaints were received and 10 complaints were rejected.
Rejection of customer complaints are usually caused by errors originating from service users, both errors in data entry and lack of information on the new existing regulations in Pelindo III.
Pelindo III senantiasa mengukur kepuasan tingkat kepuasan pelanggan setiap tahun dengan melakukan survei yang dilakukan terhadap jenis pelayanan pelabuhan
1. Pelayanan Jasa Kapal 2. Pelayanan Barang 3. Pelayanan Bongkar Muat 4. Pelayanan Terminal Penumpang 5. Vendor
Analisis yang dilakukan terhadap Survei Kepuasan Pelanggan Pelindo III tahun 2015, antara lain untuk mengetahui nilai kepuasan pelanggan, nilai ketidakpuasan pelanggan, nilai loyalitas pelanggan, dan mengetahui engagement pelanggan.
Berdasarkan hasil survey kepuasan pelanggan yang telah dilakukan, selanjutnya diperoleh indikator kepuasan pelanggan yang meliputi rata-rata harapan (Importance), rata-rata pelayanan yang dirasakan pelanggan (Performance), nilai GAP, Customer Satisfaction Index (CSI) serta keterangan dari nilai CSI.
Pada tabel berikut merupakan hasil data kumulatif kualitas pelayanan di 16 (enam belas) cabang Pelindo III, 1 (satu) Unit Pengusahaan Perusahaan (TPKS), dan Kantor Pusat.
No Jenis Pelayanan
.Type of services Mean Importance Mean Performance GAP CS Index Keteraangan
.Description A Pelaaan Jasa Kapal
.ships service
4.69 3.71 -0.98 74.31 Puas
.Satisfied 1 Pemilik Kapal/Agen Kapal
.Ship owner/shipping agent
4.62 3.68 -0.94 73.66 Puas
.Satisfied
2 Nahkoda
.Ship captain
4.88 3.76 -1.11 75.47 Puas
.Satisfied B Pelayanan Barang
.Goods' services
4.76 3.62 -1.14 73.11 Puas
.Satisfied 1 Pemilik Barang
.Owner/Forwarding (EMKL)
4.72 3.67 -1.05 73.55 Puas
.Satisfied 2 Operator Truck
.Trailer Operator
4.90 3.58 -1.32 71.95 Puas
.Satisfied 3 Perusahaan Bongkar Muat
.Stevedoring company
4.59 3.64 -0.95 72.91 Puas
.Satisfied C Pelayanan Bongkar Muat
.Loading and unloading services
4.75 3.71 -1.03 73.81 Puas
.Satisfied 1 Pemilik Barang
.Owner/Forwarding (EMKL)
4.77 3.99 0.78 79.79 Puas
.Satisfied Petikemas
.Container
4.80 4.18 -0.62 83.74 Sangat Puas
.Very satisfied Pemilik Barang
.Owner/Forwarding (EMKL)
4.73 3.79 -0.94 75.84 Puas
.Satisfied
Pelindo III always measures the level of customer satisfaction every year by conducting a survey on types of port services.
1. Ships’ services 2. Goods’ services
3. Loading and Unloading Services 4. Passenger Terminal Services 5. Vendor
Analysis conducted on Satisfaction Survey of Pelindo III’s customers in 2015, among others, to determine the value of customer satisfaction, customer dissatisfaction value, the value of customer loyalty, and knowing the customer engagement.
Based on the results of customer satisfaction survey, we obtained indicators of customer satisfaction which includes the average expectation (Importance), the average perceived service customers (Performance), the value of GAP, Customer Satisfaction Index (CSI) as well as information on the value of CSI.
The following table is the result of cumulative data service quality in 16 (sixteen) branches of Pelindo III, 1 (one) unit Concession Company (TPKS), and the Central Office.
Type of services Description 2 Nahkoda/Agen Pelayaran
.Ship captain/shipping agent
4.90 4.23 -0.67 84.57 Sangat Puas
.Very satisfied Petikemas
.Container
4.92 4.35 -0.56 87.07 Sangat Puas
.Very satisfied Nahkoda/Agen Pelayaran
.Ship captain/shipping agent
4.87 4.1 -0.77 82.08 Sangat Puas
.Very satisfied 3 Pemilik Barang
.Owner/Forwarding (EMKL)
4.79 3.57 -1.22 71.73 Puas
.Satisfied Petikemas
.Container
4.81 3.43 -1.38 68.65 Puas
.Satisfied Truck
.Trailer Operator
4.76 3.71 -1.06 74.81 Puas
.Satisfied D Pemilik Barang
.Owner/Forwarding (EMKL)
4.87 3.81 -1.06 76.32 Puas
.Satisfied Rata-rata Keseluruhan
.Overall average
4.78 3.81 -0.98 76.3 Puas
.Satisfied
E Vendor 4.84 4.61 -0.24 92.21 Sangat Puas
.Very satisfied
Berdasarkan tabel tersebut, menunjukkan bahwa nilai rata- rata kepuasan pelanggan terhadap keseluruhan pelayanan untuk keseluruhan 16 cabang Pelindo III, 1 (satu) Unit Pengusahaan Perusahaan (TPKS) dan Kantor Pusat adalah sebesar 3,85 dengan nilai GAP sebesar -0,98 dan nilai CS Index sebesar 76,30 sehingga dapat dikelompokkan dalam kategori “Puas”.
Hal tersebut berarti bahwa pelanggan pengguna jasa memberikan penilaian yang puas atas pelayanan secara keseluruhan yang di berikan oleh Pelindo III. Jika dilihat dari masing-masing jenis pelayanan berdasarkan nilai CS Index, maka Pelayanan Jasa Kapal, Pelayanan Barang, Pelayanan Bongkar Muat serta Pelayanan Penumpang termasuk dalam kategori “Puas” sedangkan Pelayanan terhadap Vendor termasuk dalam kategori “Sangat Puas”. Secara lebih terperinci, Pelayanan Bongkar Muat untuk Pemilik Barang/Forwarding (EMKL) Petikemas serta Pelayanan Bongkar Muat untuk Nahkoda/Agen Pelayaran sendiri termasuk dalam kategori
“Sangat Puas”.
Selama 3 tahun terakhir, Pelindo III berhasil meningkatkan dan mempertahankan tingkat kepuasan pelanggan, dan tetap berusaha untuk meningkatkan kualitas pelayanan sehingga tercapai kepuasan pelanggan.
Tahun|Year Nilai Rata-rata Kepuasan Pelanggan
.Average Value of Customer Satisfaction GAP Customer Satisfaction Index (CSI) KATEGORI
.CATEGORY
2015 3,85 -0,98 76,30 PUAS| SATISFIED
2014 3,74 -1,26 74,72 CUKUP PUAS| QUITE SATISFIED
2013 3,73 -0,78 82,64 CUKUP PUAS| QUITE SATISFIED
The above table shows that the average value of customer satisfaction against the overall service for the entire 16 branches of Pelindo III, 1 (one) unit Concession Company (TPKS) and the Central Office is 3.85 with a GAP value of -0.98 and CS Index value of 76.30 so that it can be classified into the category of "Satisfied".
This means that customers give valuation of satisfied on overall service that is provided by Pelindo III. Upon views from each type of service based on the CS Index, then Vessel Services, Goods Services Stevedoring and Passenger Services are included in the category of "Satisfied", while services to Vendor included in the category of "Very Satisfied". In a more detail, Stevedoring Services to the owner/Forwarding (EMKL) of container and Unloading Services for ship captain/Shipping Agent itseare included in the category of "Very Satisfied".
Over the past 3 years, Pelindo III managed to increase and maintain the level of customer satisfaction, and keep trying to improve the quality of services to keep customer remained satisfied.