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Pengaruh Compensation terhadap Turnover Intention Karyawan dengan Transformational Leadership di Rumah Sakit “A” Trismawati Herlina, Novita; Christiani, Natalia; Sarwoko, Endi
Journal of Economics and Business UBS Vol. 15 No. 2 (2026): Journal of Economics and Business UBS
Publisher : Cv. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52644/s6npp157

Abstract

Turnover intention merupakan permasalahan yang terus menjadi perhatian dalam manajemen sumber daya manusia di rumah sakit karena berdampak langsung pada keberlangsungan pelayanan, efisiensi operasional, dan stabilitas organisasi. Penelitian ini bertujuan untuk menganalisis pengaruh compensation terhadap turnover intention serta mengevaluasi apakah transformational leadership memoderasi hubungan tersebut pada karyawan Rumah Sakit “A”, sebuah rumah sakit swasta tipe D di Lombok Timur. Data internal rumah sakit menunjukkan bahwa tingkat turnover selama tiga tahun terakhir konsisten berada di atas 10%, sehingga diperlukan strategi retensi yang lebih efektif. Penelitian ini menggunakan pendekatan kuantitatif dengan desain eksplanatori, melibatkan 142 karyawan dengan masa kerja minimal satu tahun yang dipilih melalui teknik purposive sampling. Instrumen penelitian dikembangkan berdasarkan teori Milkovich tentang compensation, model transformational leadership Bass dan Avolio, serta kerangka turnover intention dari Mobley. Analisis data dilakukan dengan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) menggunakan SmartPLS 4. Hasil penelitian menunjukkan bahwa compensation berpengaruh negatif signifikan terhadap turnover intention, yang berarti compensation yang lebih baik dapat menurunkan keinginan karyawan untuk keluar. Transformational leadership juga memiliki pengaruh negatif signifikan terhadap turnover intention, mengindikasikan bahwa pemimpin yang inspiratif, suportif, dan memberikan perhatian individual mampu menekan kecenderungan karyawan untuk mengundurkan diri. Namun, transformational leadership tidak memoderasi hubungan antara compensation dan turnover intention, sehingga kedua variabel berfungsi secara independen dalam memengaruhi keputusan karyawan untuk bertahan. Temuan ini memberikan kontribusi teoretis dalam memahami peran motivasi intrinsik dan ekstrinsik serta menawarkan implikasi praktis bagi penyusunan strategi retensi karyawan di sektor kesehatan.
Analysis of service waiting time and its impact on patient satisfaction at siloam hospitals Makassar Petrus R. Lekay; Gracia Ongkowijoyo; Teofilus; Endi Sarwoko
Jurnal Ilmiah Kesehatan Sandi Husada Vol. 14 No. 2 (2025): July - December
Publisher : LPPM Politeknik Sandi Karsa, South Sulawesi, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35816/jiksh.v14i2.277

Abstract

Introduction: Hospital service efficiency plays a crucial role in shaping patient satisfaction, which is widely regarded as a key indicator of healthcare quality. Waiting time is one of the most frequently cited factors influencing patients’ perceptions of service performance. However, satisfaction is also affected by interpersonal aspects, such as professionalism and friendliness of healthcare staff. This study examines the relationship between service waiting time and patient satisfaction at Siloam Hospitals Makassar, focusing on registration, doctor, pharmacy, and cashier services. Methods: A quantitative research design was used, employing secondary data obtained from the MySiloam application. The study included 360 outpatients selected through purposive sampling. Independent variables consisted of waiting times for registration, doctor consultation, pharmacy services, and cashier processing, while patient satisfaction served as the dependent variable. Data were analyzed using the Chi-Squared Test to determine the relationship between waiting time categories and satisfaction levels. Results: The analysis showed no significant difference in registration waiting time between self–check-in users and those assisted by staff (ρ = 0.720). However, registration waiting time demonstrated a significant relationship with patient satisfaction (ρ = 0.009). In contrast, no significant associations were found between patient satisfaction and waiting times for doctor consultation (ρ = 0.202), pharmacy (ρ = 0.558), or cashier services (ρ = 0.831). Findings indicate that patients remain satisfied despite longer waits when services are delivered professionally and accurately. Conclusion: The study concludes that reducing registration waiting time may improve overall satisfaction, yet the interpersonal quality of healthcare services remains the most influential factor shaping patient perceptions and loyalty.These findings highlight the importance of enhancing both service efficiency and interpersonal service quality to strengthen patient perceptions and loyalty toward hospital services.
Efektivitas Social Customer Relationship Management di industri perhotelan: Dampaknya terhadap niat beli dan loyalitas pelanggan Miyana Miyana; Endi Sarwoko; Teofilus Teofilus
MBR (Management and Business Review) Vol 9 No 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v9i1.12181

Abstract

Social Customer Relationship Management (S-CRM) integrates traditional CRM with social media platforms, enabling more personalized and interactive communication between businesses and customers. In the hospitality industry, especially amid growing competition and digitalization, S-CRM plays a vital role in maintaining customer relationships and driving business outcomes. This study aims to analyze the effect of S-CRM on purchase intention and customer loyalty within 76 hotels under Azana Hospitality in Indonesia. Using a quantitative approach, data were collected from 395 respondents who had previously made reservations at Azana hotels, selected through convenience sampling. Structural Equation Modeling (SEM) with SmartPLS 4 was employed to test the measurement and structural models. The results show that S-CRM significantly influences both purchase intention and customer loyalty. Furthermore, purchase intention significantly mediates the relationship between S-CRM and customer loyalty. These findings highlight the theoretical implication that S-CRM enhances customer engagement and loyalty through increased intention to purchase. Practically, the study underscores the importance for hospitality businesses to invest in S-CRM strategies to build stronger customer relationships, improve brand loyalty, and ensure sustainable competitive advantage. This research contributes to the growing literature on digital CRM practices and offers valuable insights for hotel management and marketers.
Analisa kepuasan dan keputusan penggunaan kembali teknologi mobile banking dengan pendekatan TAM Suci Mulia Aristiana; Tommy Christian Efrata; Endi Sarwoko
MBR (Management and Business Review) Vol 9 No 1 (2025)
Publisher : Fakultas Ekonomika dan Bisnis, Universitas Kanjuruhan Malang, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21067/mbr.v9i1.12494

Abstract

The development of information technology and digitalization has created great opportunities in carrying out digital innovation in the banking sector that makes it easier for customers to make transactions both self-service on digital applications and transactions made at branch offices. This study aims to analyze and explore satisfaction and decisions to reuse mobile banking application technology with the theory of technology acceptance (TAM) including Perceived Usefulness, Perceived Ease of Use, Perceived Trust, Perceived Security at PT. Bank Central Asia Tbk and contribute to improving BCA's digital services and enriching the literature on research studies related to the quality of digital services, customer satisfaction in the banking world. The background of this study was to determine how indicators (TAM) affect customer satisfaction and the reuse of mobile banking technology so that they can be used as evaluation material for improving applications and determining strategies to increase customer satisfaction through the development of application technology that can be adjusted to customer needs. The research methodology uses a quantitative approach with the unit of analysis being customers who transact using the BCA mobile application in the West Nusa Tenggara region. The research sampling technique was random sampling and data collection was carried out through a digital questionnaire. The results of the study indicate that Perceived Ease of Use and Perceived Security have a significant effect on the decision to reuse, while Perceived Trust and Perceived Usefulness do not have a direct effect. However, the three variables have a positive effect on satisfaction, which then mediates the effect on Decision to Use. This finding strengthens the extended TAM model and emphasizes the importance of security and satisfaction aspects in increasing the adoption of digital banking services. This study provides theoretical and practical contributions to the strategy for developing digital-based financial service technology, especially in the banking sector.
The Influence of Product Quality, Nostalgia Perception, and Emotional Attachment on Repurchase Intention: Evidence from Bolu Rampah Consumers in South Sulawesi Kurniawaty, Fika; Ardyan, E. Elia; Sarwoko, Endi
Economics and Digital Business Review Vol. 7 No. 1 (2026)
Publisher : STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/ecotal.v7i1.3804

Abstract

This study aims to analyze the influence of product quality, perceived nostalgia, and emotional connection on repurchase intention among consumers of the traditional culinary product The Bolu Rampah in South Sulawesi. The research is motivated by the shifting consumption patterns of society, particularly among younger generations, who tend to adopt modern foods and gradually abandon traditional culinary products. The Bolu Rampah, as a distinctive cake made from local spices, holds significant potential to be developed not only as a consumer product but also as a cultural identity symbol and regional specialty. This research employs a quantitative explanatory approach involving 150 respondents selected through purposive sampling, with the criteria of having purchased The Bolu Rampah at least once within the last six months. The research instrument was developed based on validated indicators from previous studies and measured using a five-point Likert scale. The data were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method. The results indicate that product quality, perceived nostalgia, and emotional connection have a positive and significant effect on repurchase intention. Among these variables, emotional connection is found to be the most dominant factor influencing repurchase intention. This finding suggests that consumer loyalty toward The Bolu Rampah is driven not only by functional product attributes such as taste and physical quality but also by emotional and cultural values embedded in the product. Practically, the findings highlight the importance of implementing emotional branding and cultural marketing strategies to strengthen The Bolu Rampah's identity as a signature souvenir of South Sulawesi that evokes not only sensory satisfaction but also collective memory and local pride.
Pengaruh Harga, Brand Image, dan Kepuasan Pelanggan terhadap Keputusan Pembelian Di CitraGrand Cibubur CBD Varellia Erend; Ignatius Ismojo Herdono; Endi Sarwoko
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 7 No. 5 (2026): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2026)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v7i5.8169

Abstract

Keputusan pembelian merupakan suatu tahapan dalam proses pengambilan keputusan, yaitu saat konsumen benar-benar membeli suatu barang atau jasa yang dijual. Banyak faktor yang akan dipertimbangkan konsumen sebelum membeli suatu barang atau jasa, seperti harga, brand image, dan kepuasan pelanggan. Dengan demikian, perusahaan real estate, seperti CitraGrand Cibubur CBD, haruslah memperhatikan tiga hal tersebut. Namun, pada tahun 2022, penjualan di CitraGrand Cibubur CBD menurun cukup drastis, padahal jika berdasarkan hasil survei brand image, pada tahun 2022 lebih baik jika dibandingkan dengan semester pertama tahun 2023. Maka, tujuan dari penelitian ini dilakukan adalah meneliti apakah harga, brand image, dan kepuasan pelanggan memengaruhi seseorang dalam melakukan keputusan pembelian, terutama untuk membeli properti di CitraGrand Cibubur CBD. Penelitian ini bersifat asosiatif kausalitas dengan populasi masyarakat yang berdomisili di Jabodetabek, dengan menggunakan teknik pengambilan sampel probability sampling yang dianalisis dengan teknik analisis regresi linier berganda. Hasil penelitian ini diharapkan dapat membantu penentuan strategi pemasaran di CitraGrand Cibubur CBD agar lebih tepat sasaran dan efisien.
Peran Self Efficacy dan Student Engagement Terhadap Learning Outcomes Mahasiswa Magister PJJ Manajemen Universitas Ciputra Surabaya Endi Sarwoko; Hastuti Naibaho
Media Manajemen Pendidikan Vol 9 No 1 (2026): Juni 2026
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/mmp.v9i1.22251

Abstract

: Online learning, especially distance education, aims to provide broader opportunities for the community to pursue higher education. Although the quality standards for the implementation of distance education are the same as the curriculum of the organizing study programs, there is still debate over whether the learning outcomes and the quality of graduates are the same as regular study programs, considering that all learning activities are conducted online. The research aims to obtain empirical evidence of the role of self-efficacy and student engagement on learning outcomes in the implementation of distance learning, as well as to analyze the role of student engagement as a mediator of the influence of self-efficacy on learning outcomes. The research uses a quantitative method with a survey on active students of the distance learning management master's program at Universitas Ciputra Surabaya. Data were collected using an online questionnaire, and the data were analyzed with PLS-SEM. The research results revealed that learning outcomes in the implementation of distance learning are determined by self-efficacy and student engagement. Self-efficacy not only has a direct impact on learning outcomes but also enhances student engagement, which in turn contributes to learning outcomes. The research is relevant to the Social Cognitive Theory, which posits that individual behavior is the result of the interaction between personal factors, behavior, and the environment. Additionally, the research has implications for the importance of increasing student engagement in the online learning process, starting from curriculum design, semester learning plans, and learning activities.
Analysis of the Quality of Teleconsultation Services and the Role of Digital Literacy in Improving Patient Satisfaction Chitra Ayu Cempaka Putri; Endi Sarwoko; Eric Harianto
Journal Research of Social Science, Economics, and Management Vol. 5 No. 10 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i10.1472

Abstract

Patient satisfaction is an important factor in determining the success and sustainability of teleconsultation services. The ongoing digital transformation in healthcare, along with the increasing use of telemedicine after the COVID-19 pandemic, particularly at Puskesmas Pancoran, highlights that patient satisfaction is a key element in maintaining the continuity of technology-based services. This study aims to examine the effect of teleconsultation service quality on patient satisfaction and to assess the role of digital literacy as a moderating variable.This research adopts a quantitative approach using a survey method involving 123 respondents from a total population of 494 teleconsultation patients, with data analyzed using SmartPLS. The results indicate that teleconsultation service quality has a positive and significant effect on patient satisfaction. However, digital literacy does not function as a moderating variable in this relationship. Nevertheless, digital literacy has a positive and significant direct effect on patient satisfaction. These findings also suggest that service quality plays a more dominant role than digital literacy in determining patient satisfaction. This study has several limitations, including its focus on a single location with relatively homogeneous respondent characteristics and the use of a cross-sectional design, which cannot fully capture changes in patient satisfaction over time. Theoretically, the findings support Social Presence Theory, showing that service quality and digital literacy contribute to shaping patient satisfaction through perceived presence in teleconsultation. Practically, improving service quality, particularly in communication, responsiveness of healthcare providers, system simplification, and strengthening digital literacy are essential to enhance patient satisfaction.
Pengaruh Efikasi Diri terhadap Kinerja Penjualan: Model Mediasi dari Learning Capability Iwan Pakpahan; Yuli Dewi; Endi Sarwoko
Jurnal Pendidikan Indonesia Vol. 6 No. 5 (2025): Jurnal Pendidikan Indonesia
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/japendi.v6i5.7813

Abstract

Dalam industri otomotif yang kompetitif, kinerja tenaga penjual menjadi faktor krusial dalam meningkatkan daya saing perusahaan. Efikasi diri berperan penting dalam membentuk kepercayaan diri tenaga penjual untuk mencapai target, sementara kapabilitas belajar memungkinkan mereka untuk terus beradaptasi dan meningkatkan keterampilan dalam menghadapi dinamika pasar. Penelitian ini bertujuan untuk menganalisis pengaruh efikasi diri terhadap kinerja penjualan dengan kapabilitas belajar sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif, dengan data dikumpulkan melalui penyebaran kuesioner kepada 64 tenaga penjual di Dealer Agung Toyota Kepri. Analisis data dilakukan dengan metode Structural Equation Modeling-Partial Least Squares (SEM-PLS) untuk menguji hubungan antar variabel. Hasil penelitian menunjukkan bahwa efikasi diri berpengaruh positif dan signifikan terhadap kinerja penjualan, baik secara langsung maupun melalui kapabilitas belajar sebagai mediator. Temuan ini menegaskan bahwa tenaga penjual dengan efikasi diri tinggi cenderung memiliki kinerja lebih baik, terutama jika didukung oleh kapabilitas belajar yang kuat. Namun, penelitian ini memiliki keterbatasan, seperti cakupan yang hanya mencakup satu perusahaan otomotif, sehingga hasilnya tidak dapat digeneralisasikan ke sektor lain. Selain itu, penggunaan kuesioner self-reported berpotensi menimbulkan bias subjektif dalam menilai efikasi diri dan kapabilitas belajar. Penelitian ini juga bersifat cross-sectional sehingga tidak menangkap dinamika perubahan jangka panjang. Implikasi dari penelitian ini memberikan wawasan bagi manajer dan pemilik bisnis otomotif dalam merancang strategi pelatihan yang efektif untuk meningkatkan efikasi diri dan kapabilitas belajar tenaga penjual, guna mendongkrak kinerja dan daya saing perusahaan.
PENGARUH SERVICE PERFORMANCE, CUSTOMER EXPERIENCE, DAN VISIBILITY FOODSTAGRAM TERHADAP REPURCHASE INTENTION KONSUMEN STARBUCKS COFFEE Luh Karenina Savitri Masna; Christina Whidya Utami; Endi Sarwoko
JURNAL LENTERA BISNIS Vol. 15 No. 2 (2026): JURNAL LENTERA BISNIS, Mei 2026
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v15i2.2332

Abstract

This study aims to examine the effect of service performance, customer experience, and visibility foodstagram on the repurchase intention of Starbucks Coffee consumers. This research was motivated by the strong position of Starbucks Coffee in the Indonesian coffee shop market, while several consumer responses indicate challenges related to service quality, customer experience, and digital visibility. This study used a quantitative approach with an associative causal research design. The sample consisted of 80 Starbucks Coffee consumers who had made at least one purchase. The sampling technique used was convenience sampling. Data were collected using questionnaires distributed directly and online through Google Forms. The data were analyzed using validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination with SPSS. The results showed that service performance, customer experience, and visibility foodstagram had a positive and significant effect on repurchase intention. Service performance was the most dominant variable influencing repurchase intention. The coefficient of determination showed that the three independent variables explained 62.2% of the variation in repurchase intention, while the remaining 37.8% was explained by other factors outside the research model. These findings indicate that improving service quality, strengthening customer experience, and optimizing foodstagram visibility are important strategies to encourage consumer repurchase intention.
Co-Authors Adinata, Faris Agung Yuniarianto Agung Yuniarinto Agustina Nancy Oktavia Ahsan, Mohammad Akhmad Zaini Akhmad Zaini, Akhmad Ali Mahmud Ali Mahmud Allowisia Rikarling Anbarini, Ratih Andi Nu Graha Andi Nu Graha Andika Wulan Febriani Andreas Jodhinata Aprilita, Selly Wulan Ardiansyah, Darmawan Ardiansyah, Fajar Arias, Rena Wida Arini, Iftita Yustitia Arini, Iftita Yustitia Arini Ashari, Farhan Ashari, Farhan Ashari Atthariq Alkausar Herdiyanto Bagus Septivianto Bogi Akhmad Suendar Chitra Ayu Cempaka Putri Choiriyah Choiriyah Christiani, Natalia Christina Whidya Utami Cosmas Gatot Haryono Darmawan Ardiansyah Darsana , Made Delviana, Ajeng Sukma Denny Bernardus Desi Rahma Putri Pratiwi Dian Tri Mahardini Dianawati Suryaningtyas Dianawati Suryaningtyas Dwi Citra Dwi Wahyudi Eka Kurniawati Eklezia, Sherina Elia Ardyan Emon, Venansius Yunus endah andayani Endang Setyo Wati Endang Setyo Wati Enike Dwi Kusumawati Eric Harianto Eric Harianto Erick Wisdha Eko Ibtadiyanto Estri Pamungkasih Fachthurrohman, Muchammad Fachthurrohman, Muchammad Fachthurrohman Fahrul Riza Fahrul Riza Fahrul Riza Fajar Ardiansyah Faris Adinata Frederico, Jonathan Gracia Ongkowijoyo Gracia Ongkowijoyo Hadisantoso, Edoardus Harianti, Lintang Hastuti Naibaho Haydar Wafiq Nugke Hidayat, Candra Wahyu Iftita Yustitia Arini Ignastia Amanda Ignatius Ismojo Herdono Ilham Bima Imam Rofi’i Imam Syafi'i Irma Irma Tyasari Iva Nurdiana Iva Nurdiana Nurfaida Iva Nurdiana Nurfarida Iwan Pakpahan Jordanius, Jessica Juniardi Kari, Asmad Kinta Ramayanti Komilus, Connie Fay Kristina Sedayastuti Kristina Sedyastuti Kurniawan, Dedy Arik Kurniawaty, Fika Kusumawati, Enike Dwi Kusumawati, Enike Dwi Kusumawati Lestari, Ika Mutia Lia Nur Islami Lie, Teofilus Liemansyaputri, Sabrina Lina Indrawati Luh Karenina Savitri Masna M. Fakhrudin Mudzakkir Madziatul Churiyah Mahmud, Ali Mahmud Manik, Yuni Mariani Maria Yulita Dhone Meinardhy, Ricky Miyana Miyana Moh. Ahsan Mohammad Ahsan Mohammad Bahrul Ulum Muchammad Ismail Hamzah Muhammad Bahrul Ulum Nanda Setya Putri Naumi, Mimi Ngadimun, Tony Nila Restu Wardani Nor, D. Ahmad Affaniy Nova Dwi Kusuma Wardani Nugke, Haydar Wafiq Nurdiana, Iva Nurfaida, Iva Nurdiana Oktapianus Oktapianus Pamungkasih, Estri Pamungkasih Paulus Dakosta Yoman Petrus R. Lekay Pieter Sahertian Pinastico, Stephanus Herin Pinastico, Stephanus Herin Pinastico Pradana, Diva Cahyo Pradana, Diva Cahyo Pradana Pujiati, Rina R. Lekay, Petrus Rahmad Hidayat Rahmadina Fitria Ristanti Ramayanti, Kinta Ramayanti, Kinta Ramayanti Ristanti, Rahmadina Fitria Ristanti Rita Indah Mustikowati Romauli Nainggolan Rusmini Rusno Rusno Salam, Aldino Salsabilah, Balqist Naurah Sedyastuti, Kristina Sindy Andani Iryanti Sitepu , Rismawati Sitepu, Rimenda Aminarosa Sri Umi Mintarti Sri Wilujeng Sri Wilujeng Suci Mulia Aristiana Sugeng Haryanto Suginantra, Putu Agus Syam Rahadi Tan, Ellys Tarini Putri Rami Teofilus Teofilus , Teofilus Teofilus Teofilus Teofilus Teofilus, Teofilus Tommy Christian Efrata Tony Ngadimun Trianggoro Wiradinata Triastutik, Julaika Trismawati Herlina, Novita Ulum, Muhammad Danial Ulum, Muhammad Danial Ulum Varellia Erend Vendy Kusumawardhana Verdiana, Erika Vinus Maulina Wahyudie, Diyan Eko Yuli Dewi Yulianti & Ninik Indawati Hartatik Yuni Yuni Zaini, Akhmad Zaini