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The Role of Relational Reward Benefits for Developing the Non-Financial Value of a Customer to an Organization: Structural Equation Modeling Approach Enny Kristiani; Ujang Sumarwan; Lilik Noor Yuliati; Asep Saefuddin
Gadjah Mada International Journal of Business Vol 16, No 2 (2014): May-August
Publisher : Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (323.681 KB) | DOI: 10.22146/gamaijb.5354

Abstract

Research on the customer value to an organization has been widely explored, yet most studies only determined on the financial value based on the customer’s purchasing behavior. The value of customers beyond their purchasing behavior –defined as the relational worth - has not been commonly captured yet. This non-financial value is one of the drivers in retaining customers, hence it becomes a crucial factor in preserving the profitability of the organization. For this reason, this paper aims to examine the customer non-financial valuations of a loyalty reward program. The scope of the study covered a reward program involving consumer exertions in the context of a Frequent Flyer Program (FFP) offered by an airline in Indonesia. The hypotheses are empirically tested with a sample of FFP members conducted through an online survey (n=475). The data were statistically analyzed using structural equation modeling (SEM) as a first order construct. Results indicate that the perceived social rewards lead to an affective and normative commitment as well as consumers’ satisfaction, while the economic reward did not have an effect on developing affective bonds with members for long-term relationships. The relational benefit offered through the FFP creates affectively and normatively committed members who produce relational behaviors, in terms of WOM, immunity, openness and acquiescence of the members to the airline. Furthermore, the FFP members produced social behaviors toward the airline when they felt satisfied with their relational exchanges.          
THE PATIENT’S PERCEPTION OF SERVICE QUALITY AND INTEREST IN RE- VISITS AT SERVICE UNIT OF UNAND HOSPITAL Yeni Dilla Roza; Ujang Sumarwan; Lilik Noor Yuliati
Jurnal Kesehatan Masyarakat Andalas Vol 13, No 2 (2019): Jurnal Kesehatan Masyarakat Andalas
Publisher : Faculty of Public Health, Andalas University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24893/jkma.v13i2.525

Abstract

Every year the number of hospitals has increase in Padang city. This increase intense competition in these hospitals. This is also felt by Andalas University Hospital (RS UNAND) as one of the teaching hospitals in the city of Padang. Therefore UNAND Hospital need to identify the right marketing strategy in dealing with such competition. One marketing strategy that can be carried out by UNAND Hospital is to provide good quality services. This study aims to analyze the relationship between patients’ perceptions about the quality of service and patient’s interest in reusing health services in the outpatient unit of UNAND Hospital. This research uses descriptive method and use questionnaire as tool to get the data. The sampling technique using accidental sampling with cross sectional sampling approach. There are 140  140 respondents as sample, using quantitative descriptive analysis. The conclusion of the study is that there is a significant correlation between patients’ perceptions about the quality of service and patients re-visit. The managerial implications of this is through improving the physician schedules and maintaining and improving service quality.
FACTORS AFFECTING BRAND CHOICE OF THE CONSUMERS ON SPORTS DRINKS Galih Andihka; Lilik Noor Yuliati; Kirbrandoko Kirbrandoko
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 2 No. 3 (2016): IJBE, Vol. 2 No. 3, September 2016
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.2.3.208

Abstract

The growth of fitness centers in Indonesia has given a very good opportunity to the sports drink industry to grow. In general, a fitness center does not only provide services of sports facilities but also sell supplements and drinks to consumers for their exercises. The type of drinks highly in demand by consumers in the fitness center is sports drinks. The objective of this study was to identify the influences of brand positioning, brand image and perceived value on brand choices of sports drink products on the consumer fitness center. This study used a quantitative approach using a survey method to the customers of the fitness centers, and the data analysis method used was PLS (Partial Least Square). The results of the PLS analysis show that the perceived value, brand image and brand positioning have positive and significant influences on brand choice of drink sports drinks of the consumers of the fitness centers in Bogor. Keywords: perceived value, brand image, brand positioning, brand choice, PLS, sport drink
Performance and Strategies to Develop Waste Business Dika Anggari; Ujang Sumarwan; Lilik Noor Yuliati
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 3 No. 3 (2017): IJBE, Vol. 3 No. 3, September 2017
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.3.3.207

Abstract

The objectives of this study are to measure the performance conducted based on the generating of turnover and magnitude of volume of wastes deposited by the waste sellers to CV. MBG and to analyze alternative strategies on waste business, especially for CV. MBG, through four perspectives on the Balanced Scorecard method. In addition, this study also analyzed the priorities of the four perspectives using ANP. The results show that the turnover per day can reach 94 million rupiah, and the volume generated per day can reach 12 tons. Furthermore, there are four perspectives that can measure the performance and internal process perspective as a priority to be more noticed. The conclusion of the research result shows that waste business becomes one of the most promising businesses. The managerial implication of this study is that the four BSD perspectives sorted according to their priorities from the ANP can be applied to support the company performance.Keywords: performance measurement, waste processing, analytical network process, Balanced Scorecard, CV MBG
The Effects of VPTI's Corporate Image and Service Quality on Satisfaction And Loyalty of The KSO SCISI Customers Arie Satryo Wibowo; Heny K Suwarsinah; Lilik Noor Yuliati
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 4 No. 1 (2018): IJBE, Vol. 4 No. 1, January 2018
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.4.1.75

Abstract

This research aimed to measure the Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI), analyze the effects of service quality and corporate image on customer satisfaction, analyze the effects of service quality and corporate image on customer loyalty, analyze the effects of customer satisfaction on customer loyalty, analyze the indicators of service quadrants required to be improved by using the Cartesian diagram, and analyze the managerial implications for the company in an effort to improve customer satisfaction and customer loyalty. The method used in the research was surveys supported by questionnaires to the customers of importers of KSO SCISI. The determination of the respondents was carried out using the non-probability sampling, and the data were analyzed using CSI (Customer Satisfaction Index), CLI (Customer Loyalty Index), Structural Equation Modeling Linear Structural Relationship (SEM LISREL) and IPA (Importance Performance Analysis). The results of the research show that service quality had positive effects on customer satisfaction, the corporate image had positive effects on customer satisfaction, the service quality had positive and significant effects on customer loyalty, and the corporate image had positive effects on customer loyalty while customer satisfaction had no positive effects on loyalty. The Customer Satisfaction Index indicates that the customers were satisfied with the services provided by KSO SCISI, and the Customer Loyalty Index also indicates that the customers were loyal to the services provided by KSO SCISI.Keywords: KSO SCISI, VPTI, customer satisfaction, customer loyalty, SEM, lisrel
The Effects of Religiousity, Pricing and Corporate Image on The Attitude and The Intention to Use Sharia Micro Financing Zuliyanti Shabrina; Lilik Noor Yuliati; Megawati Simanjuntak
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 4 No. 2 (2018): IJBE, Vol. 4 No. 2, May 2018
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.4.2.197

Abstract

The Developing of Micro, Small and Medium Enterprises (MSMEs) in Indonesia could not be separated from the support of banking system in bank credit disbursement to MSMEs sector. Mandiri Sharia Bank (BSM) is one of the sharia banks that had disbursed sharia micro financing (micro credit). The objective of this research was to analyze the influence of religiosity, pricing and corporate image toward the attitude and the intention to use sharia micro financing. This research, hopefully, could give recommendations of marketing strategies to increase the number of debtors to use sharia micro financing (micro credit). This research used 150 respondents that had been chosen purposively with some criteria, such as entrepreneurs (prospective customers) who have a company in MSMEs sector but they have never experienced using sharia micro financing. The data were analyzed using SEM with SmartPLS3 software. This is a quantitative research using a descriptive approach. The data of respondents were collected by face-to-face interview using a questionnaire tool. The result showed that pricing and corporate image through the attitude provided significant influence on the intention to use sharia micro financing. Meanwhile, the religiosity and corporate image provide insignificant influence on the intention to use sharia micro financing. The fixed pricing and good corporate image would increase the attitude and the intention to use sharia micro financial services.Keywords: MSMEs, SEM, intention to use, pricing, sharia micro financing
The Influence of Marketing Mix and Word of Mouth Towards Brand Image and Usage of Online Bike Usage Fandi Yanuar Rahman; Lilik Noor Yuliati; Megawati Simanjuntak
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 5 No. 3 (2019): IJBE, Vol. 5 No. 3, September 2019
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.5.3.287

Abstract

This research aimed to analyze the influence of marketing mix and word of mouth towards brand image and the usage of online bike. The research design used descriptive, with the survey conducted using questionnaire as the tool of interview. The sampling technique used systematic random sampling with a kish grid approach. Kish grid is a method for selecting members within a household to be interviewed, this method was commonly used in marketing research especially on household survey. The exact 200 samples were obtained for the research. There were four latent variabels in this research, included marketing mix and word of mouth as independent variables, brand image as intervening variables and the usage of online bike as dependent variables. The datawere processed using descriptive through SPSS 24 and Structural Equation Modelling (SEM) method by LISREL 8.7 software. The results of this research revealed thatmarketing mix influenced positively and significantly toward the brand image; word of mouth influenced positively and significantly toward the brand image; marketing mix influenced positively and significantly toward the usage of online bike; word of mouth influenced positively and significantly toward the usage of online bike; and brand image influenced insignificantly toward the usage of online bike.Keywords: marketing mix, brand image, word of mouth, online bike, service usage
The Reasoned Action Approach to Growth Intention to Increase Small And Medium Enterprises: A Conceptual Framework Annuridya Rosyidta Pratiwi Octasylva; Yuliati Lilik Noor; Hartoyo; Agus W Soehadi
Indonesian Journal of Business and Entrepreneurship (IJBE) Vol. 7 No. 3 (2021): IJBE, Vol. 7 No. 3, September 2021
Publisher : School of Business, IPB University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/ijbe.7.3.282

Abstract

Entrepreneurship plays an important role in the economy, among others, in reducing the unemployment rate and improving the economy of a country. However, this was not accompanied by the interest of entrepreneurs in increasing their business. Even though interest is the main predictor in shaping the behaviour and performance of a business. This article aimed to provide literature on what factors can shape an entrepreneur's interest in developing his business. In answering the objectives of this study, a literature study was carried out on the articles about interest in developing a business published in the 2010-2021 period and contained in a bibliographic database. Based on the results of the study, four factors could strengthen the interest in entrepreneurs developing their business, namely: attitude, descriptive norms, injunctive norms and perceived behavioural control with the theoretical approach of reasoned action approach, which are known to be better at predicting behavioural interest because the variables used are more detailed. This research is not only useful for entrepreneurs to increase their demand to develop their business but also useful for related stakeholders to support the increase in-class promotion of MSME actors. Keywords: attitude, descriptive norm, MSME, injunctive norm, perceived behavioural control
PENGARUH AKTIVASI MEREK, HAMBATAN BERPINDAH DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK “X” Mila Fauziah; Hartoyo Hartoyo; Lilik Noor Yuliati
Jurnal Aplikasi Bisnis dan Manajemen (JABM) Vol. 3 No. 1 (2017): JABM Vol. 3 No. 1, Januari 2017
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.3.1.80

Abstract

The policy by the Bank of Indonesia to decrease interest rate of  Bank Indonesia’s certificate, from 11,82% in 2008 to 4,20% in 2012 causes the declination of the interest rate for  the bank products such as savings, deposit, and giro.  In 2008–2013, Bank “X” which is government owned, and has the second largest asset in Indonesia unfortunately has the customer loyalty level lower than of Bank “Y”.  Bank “Y” is chosen as the Best of Indonesian Bank Loyalty Championship for conventional bank savings product category, which was organized by Indonesian Bank Loyalty Award (IBLA).   To maintain the continuance of the company as well as the banking activities, customer loyalty is one the main keys.   In this regard, the objective of the research is to analyze the factors that influence the customer loyalty.  The data is analyzed using descriptive statistic and Structural Equation Modeling (SEM). The result of the research shows that the customer satisfaction variable, switching barriers, and brand activation are significantly affected by customer’s loyalty.  Reliability attribute, responsiveness, empathy and tangible are capable to influence the customer’s satisfaction.  The interpersonal relationship indicators, alternative attractiveness and switching cost influence the switching barriers.       Keywords: brand activation, switching barriers, customers’ satisfaction and loyaltyAbstrakKebijakan Bank Indonesia menurunkan tingkat suku bunga Sertifikat Bank Indonesia (SBI) pada tahun 2008 sebesar 11,82% menjadi 4,20% pada tahun 2012, membuat suku bunga produk perbankan seperti tabungan, deposito dan giro cenderung menurun. Bank “X” merupakan bank milik negara yang memiliki asset terbesar kedua di Indonesia sejak 2008 hingga tahun 2013, namun tingkat loyalitas nasabah Bank “X”selalu menjadi runner up masih kalah dengan loyalitas nasabah Bank “Y” yang terpilih sebagai The Best of Indonesian Bank Loyalty Champion dalam kategori produk tabungan bank konvensional yang diselenggarakan oleh Indonesian Bank Loyalty Award (IBLA).  Loyalitas nasabah salah satu kunci untuk menjaga kelangsungan maupun kegiatan usaha perbankan.  Dengan demikian, penelitian ini bertujuan menganalisis faktor-faktor yang memengaruhi loyalitas nasabah. Analisis data menggunakan statistik deskriptif dan analisis Structural Equation Modelling (SEM). Hasil penelitian menunjukkan bahwa variabel kepuasan nasabah, hambatan berpindah, dan Aktivasi Merek (brand activation) berpengaruh signifikan terhadap loyalitas nasabah. Atribut reliability, responsiveness, empathy, dan tangible mampu Memengaruhi kepuasan nasabah.  Atribut identitas dan komunikasi berpengaruh terhadap brand activation.  Indikator-indikator interpersonal relationship, alternative attractiveness dan switching cost berpengaruh terhadap hambatan berpindah. Kata kunci:    aktivasi merek, hambatan berpindah, kepuasan nasabah dan loyalitas
Strategi Pengembangan Bisnis Rhythm of Empowerment Dengan Pendekatan Model Bisnis Kanvas Budi Bagus Prasetyo; Lukman M. Baga; Lilik Noor Yuliati
Jurnal Aplikasi Bisnis dan Manajemen (JABM) Vol. 4 No. 2 (2018): JABM Vol. 4 No. 2, Mei 2018
Publisher : School of Business, Bogor Agricultural University (SB-IPB)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17358/jabm.4.2.296

Abstract

Rhythm of Empowerment (ROE) is a business division of PT. Cahaya Pagi, focusing on soft skills training. ROE is currently facing various challenges in competition, such as ways to achieve targeted working performance, acceleration in vision/mission accomplishment, and management of ROE human resources to face competition. The objective of this research was to design future ROE business model by using descriptive analysis method on a case study of ROE. The data were colected using Focus Group Discussions, interviews, observations, and literature study. Business model canvas (BMC) and SWOT analysis were used as analysis tools. The research results on customer segment showed an indication of segment expansion. Thus, the results also showed that the proportion value was added with product innovation, channels were strengthened in all lines, customer relationship was optimized by using IT, revenue stream was developed by creating other income, and organization was restructured to improve key human resources. Meanwhile, in the activities, some additional activities were added, key partnership was added with marketing partners and finance, tax, and production consultants. The cost structure was allocated to recruit new partners. In conclusion, ROE needs to improve 9 BMC elements of its current business model to the new BMC of ROE.Keywords: SWOT, BMC, soft skills training, value proposition, channelsAbstrak: Rhythm of Empowerment (ROE) adalah sebuah divisi bisnis dari PT. Cahaya Pagi yang bergerak di bidang pelatihan soft skills. Saat ini ROE memiliki berbagai kendala dan tantangan yang dihadapi antara lain bagaimana mencapai target kinerja dan melakukan akselerasi untuk mencapai visi dan misi perusahaan serta mengelola sumber daya ROE dalam menghadapi persaingan. Penelitian ini bertujuan merancang model bisnis di masa depan untuk ROE. Metode yang digunakan adalah analisis deskriptif studi kasus pada ROE, tehnik pengambilan data melalui Focus Group Discussion, wawancara, observasi dan studi literatur, sedangkan alat analisa menggunakan model bisnis kanvas (BMC) dan analisis SWOT. Hasil penelitian menunjukkan pada segmen pelanggan, terdapat perluasan segmen. Nilai proposisi ditambah dengan inovasi produk, saluran diperkuat disemua lini, hubungan pelanggan dioptimalkan melalui IT, arus pendapatan ditingkatkan dengan penciptaan pendapatan lain, restrukturisasi organisasi untuk perbaikan sumber daya kunci, sedangkan aktivitas kunci terdapat penambahan beberapa aktivitas, kemitraan kunci ditambah dengan mitra pemasaran dan konsultan keuangan, pajak serta produksi. Struktur biaya ditambahkan untuk perekrutan mitra-mitra baru. Maka dapat disimpulkan bahwa ROE perlu melakukan perbaikan terhadap 9 elemen BMC dari model bisnis saat ini yang dituangkan dalam BMC baru ROEKata kunci: SWOT, BMC, pelatihan soft skills, proporsi nilai, saluran
Co-Authors . Adiyyah Adiputra, Henry Jonathan Aditya Primarianto Agus W Soehadi Agus Wijaya Soehadi Ajeng Nugrahaning Dewanti Al Ayyubi, Sholahudin Aditya Alfiasari Amirah, Nurul Anasuyari, Ni Komang Yastri Andini, Putri Fildzah Andrini, Raissa Fidela Anggi Mayang Sari Anggraini, Zunika Dwi Anjani, Gita Indri Annetta Gunawan Annuridya Rosyidta Pratiwi Octasylva Annuridya Rosyidta Pratiwi Octasylva Annuridya Rosyidta Pratiwi Octasylva Arie Satryo Wibowo Arief Daryanto Arif Imam Suroso Arif Satria Aris Solikhah, Aris Arsyianti, Laily Dwi Asep Rustiawan ASEP SAEFUDDIN Asep Taryana Asikin, Munawar Azizah, Yasmin Bagus Sartono Bobit Kowanus Utomo Bona Tua, Marco Budi Bagus Prasetyo Budi Setiawan Budi Suharjo Bunasor Sanim Cahayani, Octaria Intan Caselia Ajeng Puspitasari Dania, Dania Darjono, Agus Heru Dedy Wahyudi Denissa Chika Finira, Denissa Chika Derina Maehara Diah Krisnatuti Dian Yunita Sari, Dian Yunita Dieni, Lidya Dika Anggari Dini Aprilia Dwi Hastuti DWI HASTUTI Edza Rinaldi Edza Rinaldi Emma S Wirakusumah Emmy Karsin Enny Kristiani Enny Kristiani Euis Sunarti Evi Sofia Fahrillah, Ahmad Ariq Faisal, Muhammad Ircham Fajriani, Zhalfa Kirana Fandi Yanuar Rahman Farit Afendi Fuadini Therik Fufut Tri Nur Indah Furqan , Muhammad Galih Andihka Handian Purwawangsa Hanief Satria Dharmeswara Hari Wijayanto Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo, Hartoyo Hendarsyah, Rachman Heny K Suwarsinah Hera Laxmi Devi Septiani Hera Laxmi Devi Septiani Herien Puspitawati Herlina, Niki Hilaliyah, Bulan Hilda Fauziah, Hilda Hotmauli Adina Riska Hurriyatun Kabbaro, Hurriyatun Hurriyyatun Kabbaro Imania, Hanny Indrawan , Dikky Indri Nurfitriani Inna Kurnia Hidayat Irmayani Nurasrina Irni Rahmayani Johan irwandar, Sapta N Istikhamah - Istikhamah, Istikhamah - Istiqlaliyah Muflikhati Jaelani, Raditya Jihan Apikasari Putri Kaiwa, Ogan Khasanah , Nurul Kinanti Prabandari Kirbrandoko Kirbrandoko Krisnandiva, Radya Ayu Kristiani, Enny Kumalasari, Berti Laili, Mahsiani Mina Laily Dwi Arsyianti Lina Herlina Lina Herlina Lisdiawati, Hartika Lukman M. Baga m, Istiqlaliyah M. Joko Affandi Ma'mun Sarma Mahanani, Raditya Kasih Maria Tri Rahayu Maulana Achsan Al Farisi Maulidina, Avia Megawati Simanjuntak Meilani, Lala Melly Latifah Mia Fitriyah Setianingrum, Mia Fitriyah Mila Fauziah Moh. Djemdjem Djamaludin Mohammad Iqbal Irfany Muhammad Rizky Murpraptomo, Saka Haditya Mutiara Purnamawati, Mutiara Nadia Aulia, Nadia Neni Seliana Ni Komang Yastri Anasuyari Nino Yayah Saad Northa Idaman Novita Kamaruddin Nugroho, Annisa Shabrina Nur Hasanah NUR HASANAH Nurfadillah, Mursidah Nurfitriliani Fitri Oktriyanto Oktriyanto, Oktriyanto Popong Nurhayati Popy Anggasari Primadona, Fitry Primadona, Fitry Pudji Muljono Pujowati, Penny Putri Fildzah Andini Putri Nadia Esa Putri, Marietta Krisnaya Nandika Rabbani, Muhammad Yazid Ilham Rabilla, Raissa Rahmaditya Rahayu, Ismie Leona Rahmah, Ayu Annisa Rahmaita Rahmaita, Rahmaita Raisa, Siti Editha Rangga Jayanti Rantetoding Rani Maulanasari Ratih Dwi Hastuti Retnaningsih Retnaningsih Retnaningsih Retnaningsih Reviani, Nia Rika Hardani Rika Hardani, Rika Rini Andriyani Risda Rizkillah, Risda Rita Nurmalina Riza Rahmanu Rizky Perdana Putra, Rizky Perdana Seliana, Neni Setiadi Djohar Setianawati Nora Hijrah Setiawaty, Elika Shalihati, Fithriyyah Sherli Siman juntak Siti Jahroh Sofyan Sjaf Sri Anna Marliyati Stevanus Bayu Satriawan, Stevanus Bayu Syah, Aidha Sylvia Simanjuntak Tevi Karuniawati, Tevi Timoty , Nico Sandre Tio Putra Mahardika Ujang Sumarwan Ujang Sumarwan Wahpiyudin, Cep Abdul Baasith Wahyuni, Hany Dwi Wardhani, Widya Winarni Saftarya Timedina Gultom Yeni Dilla Roza Yulina Eva Riany Yusuf Ryadi Yuza Anzola Zefanya, Harita Julie Zidane, Ichsan Zikri, Zikri Zuliyanti Shabrina