OPERATIONAL REVIEW

To provide improved service quality in terms of equipment, Regional 1 has prepared investment plan for several Port Branches, including the addition of tugboats at Belawan and Dumai branches. Apart from operational activities, Regional 1 has also provided a forum to accommodate customer complaints and also to answer customer questions in general, namely customer care (communication via office and cellular telephones);

1. Tariff Aspect

Regional 1 has issued a policy of granting waivers (discounts/ reductions) in tariffs and/or incentives (cashback), especially in the ship service segment. During the 2021 pandemic, Regional 1 gave relaxation to customers, namely free storage. In addition, Regional 1 has also provided relief (discount) to one of TOP Customers at TPKB Branch (at the customer›s request) through a prior evaluation;

2. Customer and Stakeholder Relations Aspect

One of the important factors in marketing strategy is maintaining good and harmonious relationship with stakeholders. Regional 1 has carried out several activities aimed at increasing engagement with customers and stakeholders. The activities that have been carried out are as follows:

1. Customer Retention Activities and Consultative Session The customer retention and consultative session activity serves as a medium for listening to feedback and increasing engagement with service users on Regional 1 service performance;
2. Customer Appreciation Activities Service user appreciation activities to the top 15 revenue contributors in Regional 1, namely as an appreciation for the largest revenue contribution of service users and as a medium to listen to feedback from service users on service performance in the previous year and also expectations for service performance the following year;
3. Customer Reward Activities Is a media of appreciation and increasing engagement with customers, especially the main customers (top contributors). This activity was carried out in Yogyakarta for 4 (four) days; and
4. Customer Hearing Activities Held at the end of 2021 with the theme «Moving Toward Synergy and Collaboration in Port Performance Improvement»

REGIONAL 2

The marketing strategy in Regional 2 focuses on managing and improving customer service. By following this method, good relationships will be established between Regional 2 and customers. Several aspects that support the marketing strategy include:

1. Customer and Stakeholder Relations Aspect

Marketing activities are important for building customer relationships. By fulfilling customer needs additional