ANALYSIS OF CUSTOMER SUCCESS AND BUSINESS MODEL INNOVATION BASED ON STUDENT SATISFACTION AT POLITEKNIK TAKUMI

Abstrak

This study aims to analyze student satisfaction and loyalty as users of higher education services through a Customer Success approach and to identify business model innovation opportunities that match student needs at Politeknik Takumi. The study employed a descriptive quantitative approach using an online survey distributed through Google Forms to 44 students from the Japanese Language, Digital Business, Mechatronics, and Information Technology study programs, representing the 2022–2024 cohorts. Student loyalty was measured using the Net Promoter Score (NPS), which classified respondents as Promoters, Passives, and Detractors. The survey was also used to validate several potential campus business ideas. The results show that 63.64% of respondents were classified as Passives, while Promoters and Detractors each accounted for 18.18%, resulting in an overall NPS of 0.00. Several service aspects obtained positive NPS values, including lecturer teaching methods (18.18%), the relevance of course materials to industry (15.91%), and the alignment between theory and practice (13.64%). In contrast, clarity of academic information recorded the lowest NPS at −11.36%. For business innovation, the Japanese-style Café/Canteen obtained an NPS of 50.00%, while Takumi Printing/Photocopy obtained 36.36%. Further financial feasibility analysis of Takumi Printing/Photocopy indicated an NPV of IDR 53,458,939, an IRR of 21.34%, and a Payback Period of approximately 4.2 years. These findings indicate that a Customer Success approach can serve as a basis for service improvement and the development of campus business units based on student needs.