JAKARTA (ISL News) - The level of customer satisfaction with logistics and port services managed by PT Pelabuhan Indonesia (Persero) / Pelindo is at a very high level.
This was revealed in the Indonesia Development Monitoring (IDM) National Survey on Logistics Service Quality and Customer Satisfaction at Pelindo.
The survey, conducted from September 4-15, 2026, involved 470 valid respondents from 94 port user organizations, with an effective response rate of 91.7%. Respondents included operational staff, supervisors, managers, and executives at shipping companies, freight forwarders, logistics companies, transportation companies, and exporters and importers.
With quantitative methodology and Stimulus-Organism-Response (SOR) theoretical framework, this survey has a Margin of Error of +/- 2.2% and a Confidence Level of 95%.
IDM Executive Director Dedy Rohman stated that ports are crucial hubs in global trade. Therefore, customer loyalty is largely determined by reliability, responsiveness, operational efficiency, and corporate image.
"Our survey results show that Pelindo has successfully maintained operational performance as a key driver of customer satisfaction and loyalty. Customer satisfaction has proven to be an absolute prerequisite for loyalty," said Dedy Rohman in his statement on Friday (September 25, 2026).
KEY SURVEY FINDINGS
1. CORE SERVICE ASPECT: ABOVE 86% SATISFIED
Speed & Reliability: 88.1% of respondents rated Pelindo's services as fast and reliable. 10.6% stated that the service was slow and unreliable. 1.3% of respondents did not provide an answer.
Safety & Security: 86.2% of respondents believe Pelindo consistently ensures the safety of its vessels, cargo, and error-free documentation. 11.4% of respondents felt this was not good, and 2.4% did not provide an answer.
Competitive Pricing: 89.1% stated that Pelindo offers competitive pricing and is ready to meet needs anytime, anywhere. However, 9.4% of respondents rated this as unfavorable, and 1.5% did not provide an answer.
2. WORK PROCESS
Professionalism & Responsiveness: 89.3% of respondents rated port staff as professional and responsive to questions and requests. However, 7.8% rated this as poor, and 2.9% did not provide an answer.
Competence & Digitalization: 89.1% of respondents assessed staff as having good knowledge of documentation and the application of Information and Communication Technology (ICT) in service delivery. 7.3% of respondents assessed staff as having poor knowledge of this issue, and 3.6% of respondents did not provide an answer.
3. MANAGEMENT RELATED FACTORS
Operational Efficiency: 88.8% of respondents rated port operations and management as highly comprehensive and efficient. However, 10.1% rated it as poor in this context, and 1.1% did not provide an answer.
Management Competence: 88.6% assessed management as having good knowledge and competence, including in incident management. 8.5% of respondents gave a negative perception in this context, and 2.9% did not provide an answer.
Continuous Improvement: 89.9% stated that Pelindo consistently collects customer feedback and continuously improves its customer-centric processes. This is the highest figure in the survey. However, 7.9% of respondents rated this as unfavorable, and 2.2% did not provide an answer.
4. POSITIVE SOCIAL IMAGE AND RESPONSIBILITY
Reputation & Networking: 89.3% rated Pelindo as having good relationships with other ports and land transportation providers, as well as a reliable reputation in the market. However, 8.2% rated it as unfavorable in this context, and 2.5% did not provide an answer.
Operational Safety: 89.2% of respondents believe Pelindo prioritizes operational safety. However, 8.1% of respondents considered this to be unfavorable, and 2.7% chose not to provide an answer.
Environmental Responsibility: 89.9% rated Pelindo as fulfilling its social responsibilities and prioritizing environmentally responsible operations. However, 8.7% of respondents gave it a poor rating, and 1.4% did not provide an answer.
5. HIGH SATISFACTION & LOYALTY
Facilities & Infrastructure: 88.7% are satisfied with Pelindo's facilities, equipment, and infrastructure. However, 8.4% of respondents were dissatisfied with this issue. 2.9% of respondents chose not to provide an answer.
Service Quality: 88.5% were overall satisfied with management and service quality. However, 8.2% of respondents were dissatisfied in this regard, and 3.3% chose not to answer.
Loyalty: 89.3% stated they would recommend Pelindo's services to business partners and would continue using them. However, 7.6% of respondents were dissatisfied with this situation, and 3.1% chose not to provide an answer.
CONCLUSION AND RECOMMENDATIONS
IDM concluded that port service performance has the strongest influence on customer satisfaction compared to image alone. Customer satisfaction significantly mediates the relationship between port image and loyalty.
This means that loyal customers are not only because of Pelindo's big brand, but because they directly experience reliable, fast, and responsive service.
To maintain this positive trend, IDM provides recommendations to Pelindo Management:
1. Prioritize investment in the reliability of vessel berthing schedules, vessel turnaround times, and information transparency.
2. Carry out continuous modernization of infrastructure, warehouse expansion, dredging of shipping channels, and procurement of modern loading and unloading equipment to prevent congestion.
3. Strengthen HR competency training programs, especially interpersonal communication, problem solving, and foreign language skills.
4. Open a dedicated hotline for customer feedback and implement a performance-based reward system.
"Digitalization and smart services must continue to be strengthened. Our findings show that digitalization increases efficiency and responsiveness, which leads to loyalty," Dedy concluded.
(ISL News Editorial Team/Pelindo 2 Palembang Public Relations).
