jbm@fe.unpad.ac.id
Mr Saad Noor:

I believe that you would serve as an excellent reviewer of the manuscript, "Millennial Customer Loyalty in Online Shopping on Digital Platforms: A Perspective of Net Promoter Score," which has been submitted to Jurnal Bisnis dan Manajemen. The submission's abstract is inserted below, and I hope that you will consider undertaking this important task for us.

Please log into the journal web site by 2021-07-28 to indicate whether you will undertake the review or not, as well as to access the submission and to record your review and recommendation.

The review itself is due 2021-08-04.

Submission URL: http://journal.feb.unpad.ac.id/index.php/jbm/reviewer/submission/105?key=ACCESS_KEY

Thank you for considering this request.

Deru R Indika
SCOPUS ID: 57215771343, Universitas Padjadjaran
deru.indika@unpad.ac.id



"Millennial Customer Loyalty in Online Shopping on Digital Platforms: A Perspective of Net Promoter Score"

Abstract
This study aims to map and analysis the level of Millennial customer loyalty. The respondents were Millennials aged 23-38 who carry out online shopping through digital platforms in 2020. Furthermore, the study's objects include, Bukalapak.com, Shopee.co.id, Tokopedia.com, Bibbli.com, Lazada.co.id, Carrefour.co.id, Indomaret.com, Zalora.co.id, Tiket.com, Traveloka.com, Gojek.com, Grab.com, and Gopay.com. The survey was conducted in Malang City and Regency, East Java, Indonesia. Also, the instrument used was a questionnaire which contains the respondent's profile and a single question regarding the willingness to provide recommendations to friends or colleagues. The questionnaire was distributed using Google Forms through WhatsApp and email. Furthermore, percentage analysis was used to describe the data, while the Net Promoter Score (NPS) method was used to determine customer category.  The results showed that most consumers using the digital platform were in the Detractor (46.15%) which include Lazada.co.id (NPS=-1.30%), Tiket.com (NPS-1.80%), Carrefour.co.id (NPS=-3.66%), Zalora.co.id (NPS=-3.68%), Bukalapak.com (NPS=-12.03), and Blibli.com (NPS=-18.13%). This means that digital platforms have disloyal consumers due to poor service. The second level of digital platform users is the Passive (38.46%) including Gojek.com (NPS=39.48%), Traveloka.com (NPS=32.92%), Tokopedia.com (NPS=23.82%), Gopay.com (NPS=23.4%), and Indomaret.com (NPS=22.91%). This means that the service is considered good with a satisfied. Only 15.38% of consumers are in the Promoter, namely Shopee.co.id (NPS=53.86%) and Grab.com (NPS=56.32%). The services of Shopee.co.id and Grab.com are in the excellent and very loyal. Therefore, based on the NPS method, consumers of digital platform users in Indonesia are mostly Detractor and Passive users, with very few in the Promoter.
________________________________________________________________________
Jurnal Bisnis dan Manajemen
http://journal.feb.unpad.ac.id/index.php/jbm