Research Article
BibTex RIS Cite
Year 2017, Volume: 18 Issue: 3, 84 - 95, 01.07.2017
https://doi.org/10.17718/tojde.328937

Abstract

References

  • 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

Year 2017, Volume: 18 Issue: 3, 84 - 95, 01.07.2017
https://doi.org/10.17718/tojde.328937

Abstract

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.

References

  • 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.
There are 1 citations in total.

Details

Primary Language English
Journal Section Articles
Authors

Herman Herman This is me

Publication Date July 1, 2017
Submission Date February 7, 2017
Published in Issue Year 2017 Volume: 18 Issue: 3

Cite

APA 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