1. Customer Satisfaction
As a manifestation of Management’s commitment, the Company deeply understands the importance of quality of service to customers. The company always puts customers as the center of attention. Therefore the Company develops a comprehensive service plan to ensure that all aspects of the service are properly addressed. The company identifies possible interactions between employees and customers, starting from the job acquisition process, the execution of the work, to the submission of the work. Once the planning aspect has been completed, the oversight of the quality of service provided is strictly enforced so that a good customer assessment of the Company can be achieved.
The main priorities for improvements made by the Company to improve customer satisfaction are: increasing the quantity and quality of production equipment and improving productivity and reliability of production equipment.
Customer satisfaction is the target of a variety of service improvements. Therefore, the Company always measures the customer satisfaction index through customer satisfaction surveys conducted periodically every year. Customer satisfaction survey is divided into customers of Head Office and customer of Shipyard Unit.
A. Head Office Customer Satisfaction
Based on the result of Central Office customer satisfaction survey conducted by PT Pengerukan Indonesia in 2016, the value of customer satisfaction index in general is 3.41 from scale 5, this index is included in the category of “Quite Satisfied”.
The highest value for customer satisfaction in general is on the statement “Implementation of work has been in accordance with the specifications specified in the contract” (statement number 10) with a satisfaction index of 4.00.
While the lowest value for customer satisfaction is the statement “Quantity and quality of equipment owned by PT Rukindo has been adequate” (statement number 5), “Productivity / reliability of production equipment used is adequate” (statement number 8), “Mobilization tool has been in accordance with the time Which is specified in the contract “(statement number 9), and” Delivery of the work does not exceed the time specified in the contract “(statement number 12) with a satisfaction index of 3.00.
B. Customer Satisfaction Unit Dockyard
Based on the survey results, the value of supplier satisfaction index (Supplier Satisfaction Index) is 4.06 of 5.0 scale. This index is included in the “Satisfied” category.
The highest value for supplier satisfaction in general is on the statement “Evaluation criteria have been made objectively and fair” (statement number 18) with satisfaction index 4.47. While the lowest value for customer satisfaction is the statement “The base price set in HPS fair (using valid data) “(statement number 8) with a satisfaction index of 3.67.
3. Worker Satisfaction
A. Satisfaction of Head Office Workers
Based on the survey results, the value of employee satisfaction index (index of employee satisfaction index) is 3.36 from 5.0 scale. This index is included in the category of “Quite Satisfied”.
The highest score for employee satisfaction in general is in the statement “I have understood all my work unit policies and procedures” (statement number 2) with a satisfaction index of 3.81.
While the lowest value for employee satisfaction is the statement “Trade unions as a means of communication and silahturahmi” (statement number 46) with a satisfaction index of 2.68.
B. Satisfaction of Dockyard Worker Unit
Based on the survey results, the Employee Satisfaction Index score of 3.07 out of 5.0 scale is included in the category of “Satisfied”.
The highest value for employee satisfaction in general is in the statement “The company prioritizes the performance / quality of work” (statement number 5) and “the Company prioritizes the interests of the customer” (statement number 6) with the satisfaction index of 3.71.
While the lowest value for employee satisfaction is the statement “Labor unions as a means of communication and silahturahmi” (statement number 46) with a satisfaction index of 2.38.
