Pelindo's Transformation Strengthens Port Service Performance
The transformation of PT Pelabuhan Indonesia (Persero) is beginning to drive improvements in services at dozens of ports. The latest survey results indicate enhancements in operational quality across various sectors.
The Indonesia Voice Laboratory (LSI) survey recorded that 85.8% of respondents rated Pelindo’s services as improved. This survey involved 1,090 respondents from various sectors at 80 ports, ranging from ship owners, stevedoring companies, to ship passengers.
In detail, container terminal services achieved the highest score of 90.2%, followed by passenger terminal services at 89.8% and vessel piloting services at 88.2%.
Additionally, ship waiting time efficiency and loading/unloading speed also showed improvements with achievements above 87%. These results reflect enhancements in on-site operational performance.
LSI Executive Director Ahmad Zaki stated that these improvements are inseparable from Pelindo’s strategic steps in overhauling services, including opening channels for user feedback.
These changes occurred after a major restructuring in February 2026, when Achmad Muchtasyar was appointed as President Director. The leadership change is seen as accelerating the transformation and strengthening operations.
Nevertheless, economist from Andalas University, Muhammad Makky, cautioned that survey results should be read carefully. He assessed that high figures do not always reflect world-class service standards.
“In academic studies, satisfaction is the result of a comparison between expectations and perceptions, so high numbers could mean improved performance, or simply that users’ expectations remain low,” said Makky.
He emphasised that evaluations should focus on crucial aspects such as service speed, docking and loading/unloading time certainty, and cost transparency. According to him, these indicators more accurately reflect real service quality.
In his view, port success must be reflected in service time efficiency, reduced logistics costs, and smooth distribution. Amid global pressures and national logistics complexities, ports are demanded to maintain stable and competitive performance.