MUHAMMAD AJI PRIYATNA N Author, year o 1 Soumava .

Bandyopadhyay, 2012 Title Tools Findings

The privacy concerns of American consumers are found to negatively impact their willingness to provide personal information to web sites, their willingness 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.

Limitation 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.

Conclusion 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 ecommerce transactions. Online marketers need to understand the influencing factors and address them appropriately (as outlined in the managerial implications), so that consumers online privacy concerns are reduced and they are willing to disclose personal information on the Internet, and participate in e- commerce.

Results
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 conc erns Willingness to provide personal information

Consumers online 4.2. Tests privacy concerns: of causes and effects hypothese s. To test Kepedulian terhadap hypotheses kerahasiaan konsumen H1 and online : sebab dan H2, a dampak regression analysis was done...dst Analisis Regresi

Adanya keraguan/kekhaw atiran konsumen online dalam bertransaksi di internet Perhatian

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

konsumen Amerika ditemukan secara negative berdampak terhadap keinginan konsumen dalam menyediakan informasi pribadinya ke website, keinginan mereka dalam bertransaksi di ecommerce, bahkan keinginan mereka dalam menggunakan internet. Implikasi dari temuan tersebut menjadi bahan diskusi manajer website dan perancang website

Penelitian mempresentasiikan

ini hasil

tes empiris dalam meneliti pengaruh faktor tertentu pada masalah privasi di dan antara

konsumen Amerika keterkaitan

online Serikat, di

Online privacy concerns Willingness to participate in ecommerce Online privacy concerns Willingness to use the Internet Kerentanan yang dipersepsikan berhubungan positif dengan perhatian terhadap kerahasiaan di dunia online akan

faktor-faktor tersebut. Dalam penelitian ini juga mengidentifikasi hasil

yang tidak diinginkan dari kekhawatiran akan hal Persepsi

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

masalah privasi konsumen online di pemasar internet, misalnya, untuk keengganan mengungkapkan

informasi pribadi secara online, dan keengganan

untuk Pemasar

terlibat

dalam

transaksi e-commerce. online perlu

memahami

faktor-faktor

yang mempengaruhi dan menempatkan secara tepat mereka sehingga konsumen

kekhawatiran online menjadi mereka

akan hal privasi berkurang bersedia dan untuk

mengungkapkan informasi pribadi di internet, dan berpartisipasi commerce . dalam e-

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

No 2

Title Tools Brand equity for structural Rosa E. online companies equation Rios, modelling.chi Hernan E. Kekuatan Merek square test Riquelme Perusahaan Online ,2008 Model persamaan struktur dan chi square test

Author, year

Findings This study nds partial support for the application of the ofine brand equity theoretical framework based on brand awareness, brand associations and loyalty for online companies. Brand loyalty and brand value associations directly create brand equity Studi ini menemukan dukungan parsial untuk penerapan kekuatan merek dari perusahaan offline secara teoritis kerangka kerja berdasarkan kesadaran merek, asosiasi merek dan loyalitas untuk perusahaan online. loyalitas merek dan nilai merek berhubungan secara langsung dalam penciptakan kekuatan merek

Limitation The study is crosssectional, the indicators or observable variables used in this study may not be deemed comprehensive enough, no interaction effects have been incorporated, and nally, 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

Conclusion The results support the view that a consumers perceived sense of value resulting from a transaction with an online business develops loyalty. Also, brand-trust association and 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 and mediating role in creating brand equity.

Results Recapitulation Awareness ->Brand 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 Hasil dari penelitian ini mendukung pandangan Value -> Loyalty: bahwa nilai yang Supported dirasakan dari persepsi konsumen dari hasil Kepedulian bertransaksi dengan berhubungan dengan Suatu kesetiaan yag kekuatan merek : Tidak dibangun di bisnis didukung online. Sekaligus juga kepercayaan terhadap

didasarkan pada sedikit pengecer bisnis online

merek dan kepedulian terhadap merek secara tidaklangsung berkontribusi untuk menciptakan kekuatan merek melalui pengaruh terhadap kesetiaan. Kesetiaan adalah sumber yang penting dari kekuatan merek karena pengaruh langsung dan peran mediasi terhadap Penciptaan kekuatan merek

Nilai berhubungan dengan kekuatan merek :Didukung Kepercayaan 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

N o 3

Author, year Marisa Maio Mackay, 2001

Title Application of brand equity measures in service markets

Tools Mean Difference ,Anova, korelasi

Findings More important, however, is that the 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.

Limitation One of the key limitations of this study is that it assumes that market share is an indicator of brand equity, which has some implications referred to earlier in 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).

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

Results The results found that most measures were convergent and correlated highly with market share in the predicted direction, where market share was used as an indicator of brand equity. Brand recall and familiarity, however, were found to be the best estimators of brand equity in the credit card market.

N Author, year Title o C. Brand equity: is it more 4 Balaji Krishnan, important in services? Michael D. Hartline, (2001)

Tools

Findings

Limitation Limitations research: and

Conclusion

Results 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 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.

Mean Our findings Difference indicate that ,Anova search-dominant services have the highest brand equity index, followed by credencedominant services. The brand equity indices for experience- and credencedominant services are not significantly different, indicating that brand equity is equally important for both types of services

Overall, the results of our study future do not support the contentions in the literature that brand equity is more important for services than Diversity among services for goods. Further, our results do and service types not support the presumption that brand equity is more important Respondents did perceive for credence-dominant services the strong and weak brand than either experience-dominant names as intended or search-dominant services. Knowledge of the product 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

N Author, year o 5 Narumon Kimpakorn, Gerard Tocquer, ,2010

Title

Tools

Findings 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.

Limitation 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.

Conclusion 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.

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

Service brand Manova, equity and multiple employee brand regression commitment

N Author, year o 6 Isabel Buil, Eva Martnez, Leslie de Chernatony, 2013

Title The influence of brand equity on consumer responses

Tools Korelasi dan regresi

Findings Findings Results indicate that brand equity dimensions interrelate. 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.

Limitation Research limitations/implications A limited set of product categories, brands and countries were used The present study has certain limitations that suggest directions for further research. First, this study was conducted within two specific countries: the UK and Spain Second, 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.

Conclusion 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

Results 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.

N Author, year o 7 Ronald J. Burke, Jim Graham, Frank Smith, 2005

Title

Tools

Findings Findings Scores on some employee satisfaction factors were predictive of customer satisfaction at both time periods. Other employee satisfaction factors were found to have a stronger relationship with customer satisfaction in one period but not both.

Limitation

Conclusion

Results Results Table I shows the 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

Effects of Korelasi reengineering on the employee satisfactioncustomer satisfaction relationship

The bottom line conclusion of the Research limitations/implications present findings is that customer This study needs to be dissatisfaction is clearly related to replicated to determine the low scores in the work appeal and generalizability of the work demands. To a slightly findings. 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.

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.

N o 8

Author, year G. Ronald Gilbert, Cleopatra Veloutsou, 2006

Title A cross-industry comparison of customer satisfaction

Tools
ANOVA ,MANOVA, MANCOVA

Findings Findings The paper finds that banking and finance and hospitality/sports 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).

Limitation Research limitations/implications The study sample was selected from organizations readily available to the research team. Future studies based on systematic random samples would enhance the generalizability of the findings.

Conclusion Summary and conclusions The perception of customer service quality has well been demonstrated to be key to customer retention and the longterm financial success of most organizations. Yet, consumer satisfaction is derived from the customers comparison of the customers actual experience with a service episode contrasted with the customers service expectation. Such expectations are derived from both ideal and comparative standards what should service be and what can the customer realistically expect based on what the customer has previously experienced. Ultimately the answers to these two questions are idiosyncratic they are uniquely defined from person to person, contact by contact. It is known that service quality varies within industries, and,

Results H1. Specific measures can be used across various service industries to capture the level of customers satisfaction with services provided. H2. The application of such measures will reveal no differences in the level of satisfaction consumers experience across service industries. Results : H1 accepted H2 Rejected

because of this, organizations competing in similar market niches are compelled to monitor both the practices of their competitors and their own behavior in order to attract and retain their customers. Unlike marketing experts and business strategists, most customers do not cognitively classify their service experiences and service expectations based on particular market niches. Rather, they accumulate a generalized service expectation or standard based on their day-to-day history as customers. This study has attempted to provide added insight into the significant variance in service quality from the eye of the customer. It also sharpened the focus on some types of industries that seem to do better than others. The study has surfaced some evidence that service satisfaction may also vary as a result of customers biographical characteristics. While the causes for such

differences are not known, such differences in satisfaction may be indicative of an unequal level of service quality that is provided those in some industries or organizations. Indeed, organizations are charged with the obligation to be culturally competent, and the data may indicate that more needs to be done to assure that this organizational obligation is realized. The implications of analysis of cross industry satisfaction ratings hold great promise for measuring the service quality of service 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 business enterprises to gauge the quality of their services and products to further their own continuous improvement efforts. Quite possibly the study has also helped identify an

important area for future research in consumer behavior that merits added attention.

N o 9

Author, year Don O'Sullivan, John McCallig, 2012

Title Customer satisfaction, earnings and firm value

Tools Regresi

Findings 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. They also find that customer satisfaction positively and significantly moderates the earningsfirm value relationship.

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

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

Results The results presented in Table IV indicate that residual earnings have a positive and significant effect on Tobins q in each of the models.

No Author, year 10 Archana Kumar, Heejin Lim, 2008

Title Tools Findings Age differences in Regresi, Findings The results mobile service Explorator identify the mobile perceptions: y factor service quality comparison of analysis attributes that are Generation Y and (EFA), important to Generation baby boomers confirmato Y-ers and baby ry factor boomers. The study also analysis finds significant (CFA), differences between the Reliabiliti two groups in terms of es and the effect of perceived average economic and variance emotional value on extracted satisfaction. (AVE)

Limitation 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.

Conclusion 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.

Results 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.