MUHAMMAD AJI PRIYATNA

No

Author, year Title Tools Findings Limitation Conclusion Results

1. Soumava Bandyopadhyay,2012

Consumers’ online privacy concerns: causes and effects

Kepedulian terhadap kerahasiaan konsumen online : sebab dan dampak

4.2. Tests of hypotheses. To test hypotheses H1 and H2, a regression analysis was done...dst

Analisis Regresi

The privacy concerns of Amer- ican consumers are found to negatively impact their willingness to provide personal information to web sites, their wil- lingness to engage in e-commerce transactions, and even their willingness to surf the Internet. The implications of the findings for web site managers and designers are discussed.

Adanya keraguan/kekhawatiran konsumen online dalam bertransaksi di internetPerhatian konsumen Amerika ditemukan secara negative berdampak terhadap

The respondents were randomly selected from the online consumer panel of a major market research company. Alto- gether, 264 completed surveys were received. Of the 264 respondents, 147 (55.7%) were female.

Jumlah sampel responden tidak sebanding degan pengguna konsumen online yang ada di USPenelitian ini hanya berlaku untuk kondisi konsumen online di US saja

We presented the results of an empirical test to in- vestigate the influence of specific factors on the on- line privacy concerns of consumers in the United States, and the interrelationships among those fac- tors. We also identified the undesirable outcomes of consumers’ online privacy concerns on Internet marketers, e.g., reluctance to disclose personal in- formation online, and reluctance to engage in e- commerce transactions. Online marketers need to understand the influencing factors and address them appropriately (as outlined in the managerial implica- tions), so that consumers’ online privacy concerns are reduced and they are willing to disclose personal information on the Internet, and participate in e- commerce.

Penelitian ini

mempresentasiikan hasil

tes empiris dalam meneliti

pengaruh faktor tertentu

Perceived vulnerability → + Online privacy concerns

Perceived ability to control → − Online privacy concerns

Perceived ability to control → − Perceived vulnerability

Internet literacy → − Perceived vulnerability

Social awareness → + Perceived vulnerability

Internet literacy → + Perceived ability to control

Social awareness → + Perceived ability to control

Online privacy concerns → − Willingness to provide personal

keinginan konsumen dalam menyediakan informasi pribadinya ke website, keinginan mereka dalam bertransaksi di e-commerce, bahkan keinginan mereka dalam menggunakan internet. Implikasi dari temuan tersebut menjadi bahan diskusi manajer website dan perancang website

pada masalah privasi

konsumen online di

Amerika Serikat, dan

keterkaitan di antara

faktor-faktor tersebut.

Dalam penelitian ini juga

mengidentifikasi hasil

yang tidak diinginkan dari

kekhawatiran akan hal

masalah privasi konsumen

online di pemasar internet,

misalnya, keengganan

untuk mengungkapkan

informasi pribadi secara

online, dan keengganan

untuk terlibat dalam

transaksi e-commerce.

Pemasar online perlu

memahami faktor-faktor

yang mempengaruhi dan

menempatkan mereka

information Online privacy

concerns → − Willingness to participate in e-commerce

Online privacy concerns → − Willingness to use the Internet

Kerentanan yang dipersepsikan berhubungan positif dengan perhatian terhadap kerahasiaan di dunia online

Persepsi akan Kemampuan pengendalian berhubungan negatif dengan perhatian terhadap kerahasiaan di dunia online

Persepsi akan kemampuan untuk

secara tepat sehingga

kekhawatiran konsumen

online akan hal privasi

menjadi berkurang dan

mereka bersedia untuk

mengungkapkan informasi

pribadi di internet, dan

berpartisipasi dalam e-

commerce .

mengendalikan berhubungan negatif dengan persepsiakan kerentanan

Kecakapan internet berhubungan negatif denga persepsi akan kerentanan

Kepedulian sosial berhubungan positif dengan persepsi akan kerentanan

Kemampuan berinternet berhubungan positif dengan persepsi akan kemampuan untuk pengendalian

Kepedulian sosial berhubungan positif dengan Persepsi akan kemampuan untuk mengendalikan

Perhatian terhadap kerahasiaan di dunia online berhubungan negatif dengan

kesediaan untuk menyediakan informasi pribadi

Perhatian terhadap kerahasiaan di dunia online berhubungan negatif dengan keinginan untuk berpartisipasi di e-commerce

Perhatian terhadap kerahasiaan di dunia onlineberhubungan negatif dengan keinginan untuk menggunakan internet

No Author, year Title Tools Findings Limitation Conclusion Results2

Rosa E. Rios,

Hernan E.

Brand equity for online companies

structural equation modelling.chi square test

This study finds partial support for the application of the offline brand equity theoretical

The study is cross-sectional, the indicators or observable

The results support the view that a consumer’s perceived sense of

Recapitulation Awareness ->Brand

Riquelme,2008

Kekuatan Merek Perusahaan Online Model persamaan

struktur dan chi square test

framework based on brand awareness, brand associations and loyalty for online companies. Brandloyalty and brand value associations directly create brand equity

Studi ini menemukan dukungan parsial untuk penerapan kekuatan merek dari perusahaan offline secara teoritiskerangka kerja berdasarkan kesadaran merek, asosiasi merek dan loyalitas untuk perusahaan online. loyalitas merek dan nilai merek berhubungan secara langsung dalam penciptakan kekuatan merek

variables used in this study may not be deemed comprehensive enough, no interaction effects havebeen incorporated, and finally, the research study was based on a few online business retailers

Penelitian ini adalah lintas sektotal, indikator atau variabel pengamatan yang digunakan dalam penelitian ini tidak cukup komprehensif, tidak ada efek interaksi yang tergabung dan akhirnya, studi penelitian ini hanya didasarkan pada sedikit pengecer bisnis online

valueresulting from a transaction with an online business develops loyalty. Also, brand-trust associationand brand awareness indirectly contribute to creating brand equity through their influence on loyalty.Loyalty is by far the most important source of brand equity because of its direct influence andmediating role in creating brand equity.

Hasil dari penelitian ini mendukung pandangan bahwa nilai yang dirasakan dari persepsi konsumen dari hasil bertransaksi dengan Suatu kesetiaan yag dibangun di bisnis online. Sekaligus juga kepercayaan terhadap merek dan kepedulian terhadap mereksecara tidaklangsung berkontribusi untuk menciptakan kekuatan merek melalui pengaruh terhadap kesetiaan.Kesetiaan adalah sumber yang penting dari kekuatan merek

Equity (BE) : Not Supported

Value -> BE : Supported

Trust -> BE :Not Supported

Loyalty -> BE :Supported

Awarness ->value :Supported

Awrness -> Trust : Supported

Value ->Trust: Supported

Trust -> Loyalty:Supported

Value -> Loyalty: Supported

Kepedulian berhubungan dengan kekuatan merek : Tidak didukung

Nilai berhubungan dengan kekuatan merek :Didukung

Kepercayaan

karena pengaruh langsung dan peran mediasi terhadap Penciptaan kekuatan merek

berhubungan dengan kekuatan merek : didukung

Kesetiaan berhubungan dengan kekuatan merek : didukung

Kepedulian berhubungan dengan nilai : didukung

Kepedulian berhubungan dengan kepercayaan : didukung

Nilai berhubungan dengan kepercayaan : didukung

No

Author, year Title Tools Findings Limitation Conclusion Results

3 Marisa Maio Mackay, 2001

Application of brand equity measures in service markets

Mean Difference,A

More important, however, is that the

One of the key limitations of this study is that it assumes that

The results suggest that most of the measures are convergent and correlate

The results found that most measures were convergent

nova, korelasi

findings of this study suggest that many of the existing consumer

based measures of brand equity, which have traditionally

been used in the fmcg markets, can also be

used to capture brand equity in the services

markets.

market share isan indicator of brand equity, which has some implications referred to earlierin the paper. Another limitation of the study is that it assumes that the

measures are reliable and are capturing brand equity (i.e.

construct validity).

in the predicted direction. However, the best measures of brand equity in terms of their correlation with market share were the brand awareness measures: brand recall and familiarity. This suggests that perhaps people are likely to be aware of, and more familiar with, the brands that they use or perhaps have used in the past.

and correlated highly with market share in thepredicted direction, where market share was used as an indicator of brand equity. Brandrecall and familiarity, however, were found to be the best estimators of brand equity in

the credit card market.

No

Author, year Title Tools Findings Limitation Conclusion Results

4 Balaji C. Krishnan, Michael D. Hartline, (2001)

Brand equity: is it more important in services?

Mean Difference,A

nova

Our findings indicate that search-dominant services have the highest brand equity index, followed by credence-dominant services. The brand equity indices for experience- and

Limitations and future research:

Diversity among services and service types

Respondents did perceive the

Overall, the results of our study do not support the contentions in the literature that brand equity is more important for services than for goods. Further, our results do not support the presumption that brand equity is more important for credence-dominant services than either experience-dominant or search-dominant services. Knowledge of the product

the results indicate that brand equity is more important for tangible goods than for services. In addition, the results do not support the presumed differences between service types as brand equity for search-dominant

credence-dominant services are not significantly different, indicating that brand equity is equally important for both types of services

strong and weak brand names as intended

category does not affect brand equity differences across product categories. Our study highlights the importance of empirically examining long-held presumptions in the literature that are based on conceptual or anecdotal evidence

services is more important than for both experience- and credence-dominant services. The same pattern of results is achieved when consumer knowledge of each product category is included as a covariate.

No

Author, year Title Tools Findings Limitation Conclusion Results

5 Narumon Kimpakorn, Gerard Tocquer, ,2010

Service brand equity and employee brand commitment

Manova, multiple regression

Findings – Results show that hotels belonging to the same category have different brand equity and that brand differentiation and brand trust are the variables that have the major influence on customer brand relationships. Perceived service quality and associations related to hotel core services are not related to brand relationships. High hotel brands equity have a stronger level of employee brand commitment that low hotel brands equity.

Research limitations/implications – For hotel managers the research findings illustrate the importance of brand differentiation and trust for international hotels chains and illustrate the importance of employee brand commitment in the process of building a strong band. Therefore this research has an implication not only for marketing but also for human resource managers and for hotel general managers.

We suggested that the concept of brand equity has the same meaning for consumer goods and services brands but the sources of brand equity are different. In service firms, the customer experience that occurs during interaction with employees or self-service technologies is an effective way not only to create brand meaning but also to connect customers emotionally with the brand. Therefore employee commitment to make the brand alive is critical.

The results of this research indicate to managers that brand differentiation should be a priority and can be achieved by different waysThe regression results show that brand differentiation is the most powerful variable to predict brand relationship, followed by brand trust.

No

Author, year Title Tools Findings Limitation Conclusion Results

6 Isabel Buil, Eva Martínez, Leslie de Chernatony, 2013

The influence of brand equity on consumer responses

Korelasi dan regresi

Findings – Results indicate that brand equity dimensions inter-relate. Brand awareness positively impacts perceived quality and brand associations. Brand loyalty is mainly influenced by brand associations. Finally, perceived quality, brand associations and brand loyalty are the main drivers of overall brand equity. Findings also corroborate the positive impact of brand equity on consumers' responses. In addition, the general framework proposed is found to be empirically robust across the studied countries. Only a few differences are observed.

Research limitations/implications – A limited set of product categories, brands and countries were usedThe present study has certain limitations that suggest directions for further research. First, this study was conducted within two specific countries: the UK and SpainSecond, additional outcomes of brand equity might be included in the model to reach a better understanding of the brand equity creation process and its consequences.

First, brand awareness has a positive influence on perceived quality and brand associations. Second, brand loyalty is significantly and positively influenced by two of the brand associations dimensions considered in the study: perceived value and brand personality. However, there is no significant effect of organisational associations on brand loyalty. Similarly, and contrary to predictions, perceived quality has a negative influence on brand loyalty. Finally, perceived quality, brand loyalty and brand associations all have a positive effect on overall brand equity, with the exception of brand personality associations

perceived quality is positively influenced by brand awareness;

brand awareness positively impacts on brand associations;

a positive relationship exists between perceived quality and overall brand equity;

brand loyalty positively influences overall brand equity;

overall brand equity is likely to make consumers more inclined to pay higher prices, be favorable towards brand extensions, prefer the brand, and purchase it; and

consumer purchase intention is positively influenced by brand

preference.

No

Author, year Title Tools Findings Limitation Conclusion Results

7 Ronald J. Burke, Jim Graham, Frank Smith, 2005

Effects of reengineering on the employee satisfaction-customer satisfaction

Korelasi Findings – Scores on some employee satisfaction factors were predictive of customer satisfaction at both time

Research limitations/implications – This study needs to be replicated to determine the generalizability of

The bottom line conclusion of the present findings is that customer dissatisfaction is clearly related to low scores in the work appeal and work demands. To a

Results

Table I shows the

relationship periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both.

the findings. slightly lesser extent, low scores on leadership, financial rewards and organization commitment also contribute. Other categories such as career future, teamwork and physical surroundings have relatively less influence at present.

correlations between the eight core scales of the IOR< and the Alienation Index and the composite measure of the customer satisfaction. The correlations for the national period are shown in the left column, and those obtained in the transaction period are shown in the right column.

Let us first consider those correlation obtained during the first period to the reengineering initiative. Six of the eight core scales of the IOR produced significant correlations with the aggregate measure of customer satisfaction. The Alienation Index, based on a subset of

items for the eight original IOR scale, was also significantly correlated with average customer satisfaction with the branch.

Let us now consider the correlations obtained during the transition period. A similar, though not identical pattern was present. Thus, five of the eight cores scales of the IOR showed significant correlations with the aggregate customer satisfaction measure. In addition, the Alienation Index was also significantly correlated with average levels of customer satisfaction with a branch. In all cases, branches with more satisfied

employees provided higher levels of customer satisfaction.

Those relationships that were different at the two time periods (work demands, physical surroundings) moved in opposite directions. Physical surroundings were significantly correlated with levels of customer satisfaction in the normal period but not the transition period. Conversely, work demands were correlated with customer satisfaction levels during the transition period but not the normal or stable period.

No

Author, year Title Tools Findings Limitation Conclusion Results

8 G. Ronald Gilbert, Cleopatra

Veloutsou, 2006

A cross-industry comparison of

customer satisfaction

ANOVA ,MANOVA,M

Findings – The paper finds that banking and finance and hospitality/sports

Research limitations/implications – The study sample was selected from

Summary and conclusionsThe perception of customer service quality has well been

H1. Specific measures can be used across various service

ANCOVA entertainment were rated highest by their patrons. Those dealing with government, general retail and moderately priced fast food restaurants received lower service satisfaction ratings. Differences were also found among respondent characteristics (i.e. age, gender, education and ethnicity/race).

organizations readily available to the research team. Future studies based on systematic random samples would enhance the generalizability of the findings.

demonstrated to be key to customer retention and the longtermfinancial success of most organizations. Yet, consumersatisfaction is derived from the customer’s comparison of thecustomer’s actual experience with a service episode contrastedwith the customer’s service expectation. Such expectations arederived from both ideal and comparative standards – whatshould service be and what can the customer realisticallyexpect based on what the customer has previouslyexperienced. Ultimately the answers to these two questionsare idiosyncratic – they are uniquely defined from person toperson, contact by contact.It is known that service quality varies within industries, and,because of this, organizations competing in similar marketniches are compelled to monitor both the practices of theircompetitors and their own behavior in order to attract andretain their customers. Unlike marketing experts and businessstrategists, most customers do not cognitively classify theirservice experiences and service expectations based onparticular market niches. Rather, they accumulate a

industries to capture the level of customers’ satisfactionwith services provided.H2. The application of such measures will reveal nodifferences in the level of satisfaction consumersexperience across service industries.

Results :H1 acceptedH2 Rejected

generalized service expectation or standard based on theirday-to-day history as customers.This study has attempted to provide added insight into thesignificant variance in service quality from the eye of thecustomer. It also sharpened the focus on some types ofindustries that seem to do better than others.The study has surfaced some evidence that servicesatisfaction may also vary as a result of customers’biographical characteristics. While the causes for suchdifferences are not known, such differences in satisfactionmay be indicative of an unequal level of service quality that isprovided those in some industries or organizations. Indeed,organizations are charged with the obligation to be culturallycompetent, and the data may indicate that more needs to bedone to assure that this organizational obligation is realized.The implications of analysis of cross industry satisfactionratings hold great promise for measuring the service quality ofservice outlets such as neighborhood shopping centers,consisting of multiple industries, best in class-type

benchmarking, development of industry specific standards,and user friendly methods for managers of businessenterprises to gauge the quality of their services andproducts to further their own continuous improvementefforts. Quite possibly the study has also helped identify animportant area for future research in consumer behavior thatmerits added attention.

No

Author, year Title Tools Findings Limitation Conclusion Results

9 Don O'Sullivan, John McCallig,

2012

Customer satisfaction, earnings and firm value

Regresi Findings – Results show that customer satisfaction has a positive impact on firm value. Critically,the authors find that this impact is over and above the impact that earnings has on firm value. Theyalso find that customer satisfaction positively and significantly moderates the earnings-firm valuerelationship.

Research limitations/implications – Findings are limited to firms covered by the AmericanCustomer Satisfaction Index and subject to the assumptions underpinning the Ohlson model.

As the interaction term between ACSI and residual earnings is positive (d1 ¼ 1.521,p , 0.01) and significant, we conclude that customer satisfaction moderates theresidual earnings-Tobin’s q relationship.

The results presented in Table IV indicate that residual earnings have a positiveand significant effect on Tobin’s q in each of the models.

No Author, year Title Tools Findings Limitation Conclusion Results10 Archana Kumar,

Heejin Lim, 2008Age differences in mobile service perceptions: comparison of Generation Y and baby boomers

Regresi, Exploratory

factor analysis (EFA),

confirmatory factor

analysis (CFA),

Reliabilities and average

variance extracted (AVE)

Findings – The results identify the mobile service quality attributes that are important to Generation Y-ers and baby boomers. The study also finds significant differences between the two groups in terms of the effect of perceived economic and emotional value on satisfaction.

Research limitations/implications – A limitation lies in the measurement of service quality. Another limitation is different methods of data collection between two age groups. Future research is recommended to examine differences between other generations, between different ethnic groups, and other demographic variables.

However, as the effect of customer service quality on perceived emotional value was significant for Gen Y and insignificant for baby boomers, we conclude that differences exist between these two groups in terms of customer service quality.As perceived economic value had a significant positive effect on satisfaction for baby boomers and not for Gen Y, we conclude that the effect of perceived economic value on satisfaction is greater for baby boomers.

In general, our results indicate that various attributes of mobile services contribute to consumers' perceived economic and emotional value, which leads to satisfaction and loyalty. Also, age of the user has an apparent effect on mobile service perceptions and loyalty decisions.