BANTEN (ISL News) - PT Pelabuhan Indonesia (Persero) Regional 2 Banten continues to strengthen its commitment to improving the quality of port services through communication and collaboration with service users. This commitment was realized through the Voice of Customer (VoC) event held at The Surosowan Room, Hotel The Royale Krakatau, Cilegon, on Thursday (August 27, 2026).
The event served as a forum for Pelindo Regional 2 Banten to directly hear input, needs, and expectations from service users regarding port services. The event was attended by Pelindo Regional 2 officials, representatives of port associations, and Pelindo service users operating in the Banten region.
Pelindo Regional 2 Executive Director Budi Prasetio stated that Voice of Customer is a crucial part of Pelindo's efforts to ensure that the services provided meet the needs of service users. He stated that improving service quality cannot be achieved solely from an internal perspective but must be built through direct communication and dialogue with customers.
"For us, customer feedback is a crucial part of the improvement process. We want to hear directly what's going well, what challenges remain, and what our customers' hopes are for the future. This feedback will inform our evaluation and service quality improvement," said Budi.
According to Budi, Pelindo views service users not merely as service recipients, but as strategic partners in building an increasingly efficient, competitive, and sustainable port ecosystem.
He added that increasingly dynamic industrial and trade developments require port services to continuously adapt. Therefore, Pelindo Regional 2 Banten is committed to strengthening coordination with all stakeholders, including associations and business actors within the port ecosystem.
"We don't just want to provide service, but also build long-term relationships with our customers. If there's anything that needs improvement, let's communicate it together. If there's a process that can be made simpler, faster, and more efficient, that's what we'll push for," he said.
During the event, Pelindo Regional 2 Banten received input and views from various port associations representing service users. These included the Banten INSA Branch, the Banten APBMI Branch, the Banten ISAA Branch, the Banten APTRINDO Branch, the Banten GINSI and GPEI Association, and the Banten Ports Chamber of Commerce and Industry.
The presence of these various associations is crucial in fostering two-way communication between Pelindo and its service users. The input provided by Pelindo helps them understand industry needs and identify areas for improvement in port services.
Budi emphasized that every input submitted in the forum will be part of the evaluation of Pelindo Regional 2 Banten, both related to ship and cargo services, operational processes, and aspects of service to service users as a whole.
"We want to ensure that every input doesn't end as a discussion within the forum. We will record, evaluate, and follow up on what was conveyed today, within our authority and capabilities. The ultimate goal is for service users to receive even better service," said Budi.
Budi further stated that improving the quality of port services has a broader impact on the economy. An efficient port will help streamline the flow of goods, improve connectivity, and support the competitiveness of industry and trade in the Banten region.
"Ports don't stand alone. Behind every incoming ship and every moving item are industrial activities, trade, labor, and the economy. Therefore, improving port services is ultimately part of our collective effort to stimulate the economy," he said.
Through the Voice of Customer initiative, Pelindo Regional 2 Banten hopes to foster ongoing communication with service users. The forum also serves as a collaborative space to identify challenges within the port ecosystem and seek joint solutions.
Budi added that a good port is not only measured by its facilities, but also by the operator's ability to understand the needs of service users and provide consistent service.
"We thank all service users and associations who attended and shared their input openly. This provides us with the energy to continue improving. Pelindo Regional 2 Banten aims to grow alongside our service users, as the port's success reflects the success of its entire ecosystem," Budi concluded.
(ISL News Editorial Team/Pelindo Regional 2 Public Relations).
