Anderson, H. & Jacobsen, P.N. (2000). Creating loyalty: Its strategic importance in your
customer strategy, in Brown (ed.). Customer Relationship Management. Ontario:
John Willey.
Anderson, J.C. & Narus, J.A. (1990). A Model of distributor firm and manufacturer firm
working partnerships. Journal of Marketing, 54 (January), pp. 42-58.
Angelova, B. & Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using
American Customer Satisfaction Model (ACSI Model). International Journal of Academic
Research in Business and Social Sciences, Vol. 1, No. 3, pp. 232-258.
93
Anthanassopoulus, A., Gounaris, S., & Sathakopoulus, V. (2001). Behavioral responses to
customer satisfaction: An empirical study. European. Journal of Marketing, 35 (5/6), pp.
687-707.
Areti, V. (2006). Satisfying distance education students of the Hellenic Open University. E-mentor,
2 (14), 1-12.
Aydin, S. & Ozer, G. 2005. ‘How switching costs affect subscriber loyalty in the Turkish mobile
phone market: an exploratory study’, Journal of Targeting, Measurement Analysis for
Marketing, 14(2), pp. 141–155.
Bloemer, J. & Ruyter, K.D. (1998). On the relationship between store image, store satisfaction and
store loyalty. European Journal of Marketing, 32 (5/6), pp. 499-513.
Burke, A. (2011). Group Work: How to Use Groups Effectively The Journal of Effective Teaching,
Vol. 11, No. 2, 2011, 87-95.
Chen, P., Gonyea, R., & Kuh, G. (2008). Learning at a distance: engaged or not?. Journal of Online
Education, Vol. 4, Issue 3 http://www.innovateonline.info/index.php?view=
article&id=438
Chen, D., & Guo, W. Y. (2005). Distance learning in China. Journal of Distance Education
Technologies, 3 (4), 1-5.
Crocker, L. & Algina, J. (2006). Introduction to classical & modern test theory. Chicago: Cengage
Learning.
Dancer, D., & Kamvounias, P. (2005). Student involvement in assessment: A project designed to
assess class participation fairly and reliably. Assessment & Evaluation in Higher
Education, 30, 445-454 (ES).
Doney, P.M. & Cannon, J.P. (1997). An Examination of the nature of trust in buyer-seller
relationships. Journal of Marketing, 61(April), pp. 35-51.
Duckworth, A. L., Quinn, P. D., & Tsukayama, E. (2011). What No Child Left Behind Leaves Behind:
The Roles of IQ and Self-Control in Predicting Standardized Achievement Test Scores and
Report Card Grades. Journal of Educational Psychology, December 19, pp. 1-13.
Galyon, C.E., Blondin, C.A., Yaw, J.S., Nalls, M.L. & Williams, R.L (2012). Social psychology of
education. An International Journal, Vol.15, No. 2, pp. 233-249.
Garcia de Madariaga, J. & Valor, C. 2007. Stakeholders management systems: empirical insights
from relationship marketing and market orientation perspectives. Journal of Business
Ethics, 71:425–439.
Gronroos, C. (2001). The perceived service quality concept-a mistake? Managing Service Quality,
11 (3), pp. 150-152.
Holland, J. & Baker, S. M. (2001). Customer participation in creating site brand loyalty. Journal of
Interactive Marketing, Vol. 15, No. 4, pp. 34-45.
Hsu, Y. & Chen, G. Y. (2014). The Influence of Customer Participation and Service Involvement on
Customer Satisfaction. International Journal of Business, Humanities and Technology,
Vol. 4, No. 3, pp. 130-137
94
Jensen, J, M., (2011). Consumer loyalty on the grocery product market: an empirical application of
Dick and Basu’s framework, journal of consumer marketing, 28(5), 333-343.
Joyner, S. A., Fuller, M. B., Holzweiss, P. C., Henderson, S. & Young, R. (2014). The Importance of
Student-Instructor Connections in Graduate Level Online Courses. MERLOT Journal of
Online Learning and Teaching Vol. 10, No. 3, pp. 436-445.
Jung, I.S., Seonghee, C., Cheolil, L. & Junghoon, L. (2002). Effect of different types of interaction
of learning achievement, satisfaction and participation in web-based instruction.
Innovations in Education and Teaching International. Vol. 39, Issue 2.
Kottler, P. (1990). Marketing management: analysis, planning, implementation and control, 7 ed.
Englewood Cliff, NJ: Prentice Hall.
Kunanusorn, A., & Puttawong, D. (2015). The mediating effect of satisfaction on student loyalty to
higher education institution. European Scientific Journal, Special Ed. Vol.1, pp. 449-463.
Kutner, M. H.; Nachtsheim, C. J.; Neter, J. (2004). Applied linear regression models (4th ed.).
McGraw-Hill Irwin.
Long, C. S, Khalafinezhad, R., Ismail, W. K. W., & Rasid, S. Z. A. (2013). Impact of CRM Factors on
Customer Satisfaction and Loyalty. Asian Social Science; Vol. 9, No. 10, pp. 247-253.
Morgan, R.M. & Hunt, S.D. (1994). The Commitment-trust theory of relationship marketing.
Journal of Marketing, 58(July), pp. 20-38.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research
relationships. Journal of Marketing, 57(January), pp. 81-101.
Norizan, K., Nor, A.A. (2010). The effect of perceived service quality dimensions on customer
satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia
Pacific Journal of Marketing and Logistics, Vol. 22 Issue: 3, pp.351 - 371
Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1985). A conceptual model of service
quality and its implications for future research. Journal of Marketing (Fall), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing, 64 (Spring), pp.
12-40.
Reichheld, F., & Sasser, W. E. (1990). Zero defections: Quality comes to service. Harvard Business
Review 68 (5), pp. 105 – 111.
Reichheld, F., Markey Jr, R. G. and Hopton, C. (2000). The loyalty effect – The relationship
between loyalty and profits. European Business Journal 12 (3), pp. 134 – 139.
Rizan, M., Warokka, A., & Listyawati, D. (2014). Relationship Marketing and Customer Loyalty: Do
Customer Satisfaction and Customer Trust Really Serve as Intervening Variables? Journal
of Marketing Research and Case Studies, Vol. 2014, Article ID 724178, 12 pages
Rootman, C. (2006). The influence of customer relationship management on the service quality of
banks. Nelson Mandela Metropolitan University.
Rousseau, D.M., Sitkin, S.B., Burt, R.S., & Camerer, C.F. (1998). Not so different after all: a crossdiscipline
view of trust. Academy of Management Review, 23(3), pp. 393-404.
95
Sahin, I. (2007). Predicting student satisfaction in distance education and learning environment.
Turkish Online Journal on Distance Education, Vol. 8, No. 2, pp. 113-119.
Sarwar, M.Z., Abbasi, K. S., & Pervaiz, S. (2012). The Effect of Customer Trust on Customer Loyalty
and Customer Retention: A Moderating Role of Cause Related Marketing. Global Journal
of Management and Business Research, Volume 12 Issue 6.
Schmidt, E. K., & Gallegos, A. (2001). Distance learning: Issues and concerns of distance learners.
Journal of Industrial Technology, 17 (3), 2-5.
Solem, B. A. A. (2016). Influences of customer participation and customer brand engagement on
brand loyalty Journal of Consumer Marketing, 33/5, pp. 332–342
Tariq, M.I., Nawaz, M.R., Nawaz, M.M., & Butt, H.A. (2013). Customer Perceptions about Branding
and Purchase Intention: A Study of FMCG in an Emerging Market. Journal of Basic and
Applied Scientific Research, 3(2), 340-347.
Soliman, H.S. (2011). Customer Relationship Management and Its Relationship to the Marketing
Performance. International Journal of Business and Social Science, Vol. 2, No. 10, pp.
166-182.
Thompson, N.J. & Thompson, K.E. 2003. Can marketing practice keep up with Europe’s ageing
population? European Journal of Marketing, 43(11/12): 1281–1288.
TRIF, S. M, (2013). The Influence of Overall Satisfaction and Trust on Customer Loyalty.
Management & Marketing Challenges for the Knowledge Society, Vol. 8, No. 1, pp. 109-
128
Vuuren, T.F., Lombart, M.R., & Tonder, E.V. (2012). Customer satisfaction, trust and commitment
as predictors of customer loyalty within an optometric practice environment. Southern
African Business Review, Vol. 16, No. 3, pp. 81-96.
Zhang, J., Dixit, A. & Friedmann, R. (2010). Customer loyalty and lifetime value: An empirical
investigation of consumer packaged goods. Journal of Marketing Theory & Practice, Vol.
18, No. 2, pp. 127-140.
Zuo, B., & Ratsoy, E.W. (1999). Student participation in University Governance. The Canadian
Journal of Higher Education, Vol. 29, No. 1, pp. 1-26.
LOYALTY, TRUST, SATISFACTION AND PARTICIPATION IN UNIVERSITAS TERBUKA AMBIANCE: STUDENTS’ PERCEPTION
Factors affecting the loyalty of students in Universitas Terbuka are investigated in this paper. The aim was to elucidate how all the variables such as trust, satisfaction and participation interrelate with one another. Loyalty was the dependent variable; trust, satisfaction and participation were the independent variables. Data were accumulated using instruments in the form of questionnaires. The population was students registered in the first semester of 2014. Respondents were taken purposively from 22 of 37 regional offices throughout Indonesia, representing the western and middle part of the country; 1,099 questionnaires from respondents were finally completed and processed. Two hypotheses were established and then assessed. Statistically, factor analysis, correlation and multiple regression were thoroughly utilized to comprehend the interaction and behavior of all variables engaged. The results showed that loyalty is significantly influenced by trust, satisfaction, participation and interaction between the independent variables. However, three out of four interaction variables contributed negatively to loyalty. Besides, the variances of independent variables, including their interactions, explain 60% of loyalty’s variance.
Anderson, H. & Jacobsen, P.N. (2000). Creating loyalty: Its strategic importance in your
customer strategy, in Brown (ed.). Customer Relationship Management. Ontario:
John Willey.
Anderson, J.C. & Narus, J.A. (1990). A Model of distributor firm and manufacturer firm
working partnerships. Journal of Marketing, 54 (January), pp. 42-58.
Angelova, B. & Zekiri, J. (2011). Measuring Customer Satisfaction with Service Quality Using
American Customer Satisfaction Model (ACSI Model). International Journal of Academic
Research in Business and Social Sciences, Vol. 1, No. 3, pp. 232-258.
93
Anthanassopoulus, A., Gounaris, S., & Sathakopoulus, V. (2001). Behavioral responses to
customer satisfaction: An empirical study. European. Journal of Marketing, 35 (5/6), pp.
687-707.
Areti, V. (2006). Satisfying distance education students of the Hellenic Open University. E-mentor,
2 (14), 1-12.
Aydin, S. & Ozer, G. 2005. ‘How switching costs affect subscriber loyalty in the Turkish mobile
phone market: an exploratory study’, Journal of Targeting, Measurement Analysis for
Marketing, 14(2), pp. 141–155.
Bloemer, J. & Ruyter, K.D. (1998). On the relationship between store image, store satisfaction and
store loyalty. European Journal of Marketing, 32 (5/6), pp. 499-513.
Burke, A. (2011). Group Work: How to Use Groups Effectively The Journal of Effective Teaching,
Vol. 11, No. 2, 2011, 87-95.
Chen, P., Gonyea, R., & Kuh, G. (2008). Learning at a distance: engaged or not?. Journal of Online
Education, Vol. 4, Issue 3 http://www.innovateonline.info/index.php?view=
article&id=438
Chen, D., & Guo, W. Y. (2005). Distance learning in China. Journal of Distance Education
Technologies, 3 (4), 1-5.
Crocker, L. & Algina, J. (2006). Introduction to classical & modern test theory. Chicago: Cengage
Learning.
Dancer, D., & Kamvounias, P. (2005). Student involvement in assessment: A project designed to
assess class participation fairly and reliably. Assessment & Evaluation in Higher
Education, 30, 445-454 (ES).
Doney, P.M. & Cannon, J.P. (1997). An Examination of the nature of trust in buyer-seller
relationships. Journal of Marketing, 61(April), pp. 35-51.
Duckworth, A. L., Quinn, P. D., & Tsukayama, E. (2011). What No Child Left Behind Leaves Behind:
The Roles of IQ and Self-Control in Predicting Standardized Achievement Test Scores and
Report Card Grades. Journal of Educational Psychology, December 19, pp. 1-13.
Galyon, C.E., Blondin, C.A., Yaw, J.S., Nalls, M.L. & Williams, R.L (2012). Social psychology of
education. An International Journal, Vol.15, No. 2, pp. 233-249.
Garcia de Madariaga, J. & Valor, C. 2007. Stakeholders management systems: empirical insights
from relationship marketing and market orientation perspectives. Journal of Business
Ethics, 71:425–439.
Gronroos, C. (2001). The perceived service quality concept-a mistake? Managing Service Quality,
11 (3), pp. 150-152.
Holland, J. & Baker, S. M. (2001). Customer participation in creating site brand loyalty. Journal of
Interactive Marketing, Vol. 15, No. 4, pp. 34-45.
Hsu, Y. & Chen, G. Y. (2014). The Influence of Customer Participation and Service Involvement on
Customer Satisfaction. International Journal of Business, Humanities and Technology,
Vol. 4, No. 3, pp. 130-137
94
Jensen, J, M., (2011). Consumer loyalty on the grocery product market: an empirical application of
Dick and Basu’s framework, journal of consumer marketing, 28(5), 333-343.
Joyner, S. A., Fuller, M. B., Holzweiss, P. C., Henderson, S. & Young, R. (2014). The Importance of
Student-Instructor Connections in Graduate Level Online Courses. MERLOT Journal of
Online Learning and Teaching Vol. 10, No. 3, pp. 436-445.
Jung, I.S., Seonghee, C., Cheolil, L. & Junghoon, L. (2002). Effect of different types of interaction
of learning achievement, satisfaction and participation in web-based instruction.
Innovations in Education and Teaching International. Vol. 39, Issue 2.
Kottler, P. (1990). Marketing management: analysis, planning, implementation and control, 7 ed.
Englewood Cliff, NJ: Prentice Hall.
Kunanusorn, A., & Puttawong, D. (2015). The mediating effect of satisfaction on student loyalty to
higher education institution. European Scientific Journal, Special Ed. Vol.1, pp. 449-463.
Kutner, M. H.; Nachtsheim, C. J.; Neter, J. (2004). Applied linear regression models (4th ed.).
McGraw-Hill Irwin.
Long, C. S, Khalafinezhad, R., Ismail, W. K. W., & Rasid, S. Z. A. (2013). Impact of CRM Factors on
Customer Satisfaction and Loyalty. Asian Social Science; Vol. 9, No. 10, pp. 247-253.
Morgan, R.M. & Hunt, S.D. (1994). The Commitment-trust theory of relationship marketing.
Journal of Marketing, 58(July), pp. 20-38.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research
relationships. Journal of Marketing, 57(January), pp. 81-101.
Norizan, K., Nor, A.A. (2010). The effect of perceived service quality dimensions on customer
satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia
Pacific Journal of Marketing and Logistics, Vol. 22 Issue: 3, pp.351 - 371
Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1985). A conceptual model of service
quality and its implications for future research. Journal of Marketing (Fall), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing, 64 (Spring), pp.
12-40.
Reichheld, F., & Sasser, W. E. (1990). Zero defections: Quality comes to service. Harvard Business
Review 68 (5), pp. 105 – 111.
Reichheld, F., Markey Jr, R. G. and Hopton, C. (2000). The loyalty effect – The relationship
between loyalty and profits. European Business Journal 12 (3), pp. 134 – 139.
Rizan, M., Warokka, A., & Listyawati, D. (2014). Relationship Marketing and Customer Loyalty: Do
Customer Satisfaction and Customer Trust Really Serve as Intervening Variables? Journal
of Marketing Research and Case Studies, Vol. 2014, Article ID 724178, 12 pages
Rootman, C. (2006). The influence of customer relationship management on the service quality of
banks. Nelson Mandela Metropolitan University.
Rousseau, D.M., Sitkin, S.B., Burt, R.S., & Camerer, C.F. (1998). Not so different after all: a crossdiscipline
view of trust. Academy of Management Review, 23(3), pp. 393-404.
95
Sahin, I. (2007). Predicting student satisfaction in distance education and learning environment.
Turkish Online Journal on Distance Education, Vol. 8, No. 2, pp. 113-119.
Sarwar, M.Z., Abbasi, K. S., & Pervaiz, S. (2012). The Effect of Customer Trust on Customer Loyalty
and Customer Retention: A Moderating Role of Cause Related Marketing. Global Journal
of Management and Business Research, Volume 12 Issue 6.
Schmidt, E. K., & Gallegos, A. (2001). Distance learning: Issues and concerns of distance learners.
Journal of Industrial Technology, 17 (3), 2-5.
Solem, B. A. A. (2016). Influences of customer participation and customer brand engagement on
brand loyalty Journal of Consumer Marketing, 33/5, pp. 332–342
Tariq, M.I., Nawaz, M.R., Nawaz, M.M., & Butt, H.A. (2013). Customer Perceptions about Branding
and Purchase Intention: A Study of FMCG in an Emerging Market. Journal of Basic and
Applied Scientific Research, 3(2), 340-347.
Soliman, H.S. (2011). Customer Relationship Management and Its Relationship to the Marketing
Performance. International Journal of Business and Social Science, Vol. 2, No. 10, pp.
166-182.
Thompson, N.J. & Thompson, K.E. 2003. Can marketing practice keep up with Europe’s ageing
population? European Journal of Marketing, 43(11/12): 1281–1288.
TRIF, S. M, (2013). The Influence of Overall Satisfaction and Trust on Customer Loyalty.
Management & Marketing Challenges for the Knowledge Society, Vol. 8, No. 1, pp. 109-
128
Vuuren, T.F., Lombart, M.R., & Tonder, E.V. (2012). Customer satisfaction, trust and commitment
as predictors of customer loyalty within an optometric practice environment. Southern
African Business Review, Vol. 16, No. 3, pp. 81-96.
Zhang, J., Dixit, A. & Friedmann, R. (2010). Customer loyalty and lifetime value: An empirical
investigation of consumer packaged goods. Journal of Marketing Theory & Practice, Vol.
18, No. 2, pp. 127-140.
Zuo, B., & Ratsoy, E.W. (1999). Student participation in University Governance. The Canadian
Journal of Higher Education, Vol. 29, No. 1, pp. 1-26.
Herman, H. (2017). LOYALTY, TRUST, SATISFACTION AND PARTICIPATION IN UNIVERSITAS TERBUKA AMBIANCE: STUDENTS’ PERCEPTION. Turkish Online Journal of Distance Education, 18(3), 84-95. https://doi.org/10.17718/tojde.328937