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PENGARUH KUALITAS LAYANAN DAN HARGA TIKET TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA KERETA API KALIGUNG MAS KELAS EKSEKUTIF PADA PT. KAI DAOP 4 SEMARANG Duana Pratiwi, Ade; Sutopo, Sutopo
Diponegoro Journal of Management Volume 1, Nomor 4, Tahun 2012
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research is aimed to analyze the effect of service quality and ticket price toward Executive Class user satisfaction of KA Kaligung Mas services. This study executive class of Kaligung Mas train as the object because it is the only one executive class train for Semarang-Tegal destination. This study was conducted using questionnaires toward 100 service users of Executive class of KA Kaligung Mas for the 4th Operational Zone, Semarang, as the respondents. The sampling used is purposive sampling. Then, the data is analyzed by quantitative and qualitative analysis. Quantitative analysis includes validity and reliability test, classical assumption test, multiple regression analysis, Goodness of Fit test through regression coefficient (R2), F test and t test. Qualitative analysis is the interpretation of the data obtained in this research and the explanations of the data processing result. The data analyzing by validity and reliability test and classic assumptions test were processed to produce a regression equation as follows: Y = 0,448 X1 + 0,304 X2. In where, the customer satisfaction variable was symbolized with Y, quality of service with X1, and the price variable with X2. Hypothesis testing used t-test showed that the two independent variables partially have a significant effect on customer satisfaction. From the F test could be seen that the two independent variables simultaneously have an effect on customer satisfaction. 0,411 of Adjusted R Square showed that 41,1 percent customer satisfaction variables can be explained by the two independent variables in the regression equation. While the 58,9 percent, is explained by other variables out of the two variables used in this study.
ANALISIS PENGARUH ADANYA FAKTOR HARGA, KUALITAS PRODUK DAN CITRA MEREK TERHADAP KEPUTUSAN PEMBELIAN (Studi Kasus Pada UD. Ikan Mas di Kabupaten Pemalang) Afrian, Reza; Sutopo, Sutopo
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research aims to determine whether price, product quality and brand image influence the purchase decisions in UD. Ikan Mas. This research is motivated by a decrease in the number of consumer and selling intensity in UD. Ikan Mas.The populations used in this research was a UD. Ikan Mas Consumer. The collection of data by using a questionnaires with a number of samples 100 respondents who buyed product in UD. Ikan Mas. This research method, using the technique of non-random sampling with purposive sampling method. Data obtained from questionnaires, then processed and analyzed using multiple linear regression analysis through the SPSS 23 software.Based on the result of the research, it was found the regression equation as follows:Y = 0,384 X1 + 0,238 X2 + 0,312 X3The result of this research shows that all independent variables are the price, product quality and brand image has a positive effect on the dependent variable that is the purchase decision by using T test. Then through F test shows that the three independent variables are proper to examine the dependent variable. Adjusted R Square of 0,753 shows that the independent variables can explain 75,3% the dependent variable that is purchase decision, while the remaining 24,7% is explained by other variables outside of variable that used in this research.
ANALISIS STRATEGI PEMASARAN PADA USAHA KECIL MENENGAH (UKM) MAKANAN RINGAN ( Studi Penelitian UKM Snack Barokah di Solo ) Oky Zulkarnaen, Halim; Sutopo, Sutopo
Diponegoro Journal of Management Volume 2, Nomor 3, Tahun 2013
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Small and medium enterprises (SMES) have a great role in national economic growth.To maintain the continuity of the activities of SMES in the middle of an existing business competition needed a proper marketing strategy management to achieve company goals. Factors that may affect the marketing strategy stems from internal factors and external factors. The object of this research is the company's Snack business form that is Snack barokah that have yet to implement a proper marketing strategy management to expand its business. This study aims to identify the factors that may affect and become elements of the marketing strategy as well as develop and recommend an appropriate marketing strategy to be applied            This research use analyses QSPM (Quantitave Planing Strategy Matrix) to devise strategies that will be taken. The sample of this research taken from Parties within the company. Determination of samples as respondents using purposive sampling with a respondent's consideration that is has the ability and authority in formulating marketing strategies company.            This research resulted in SME strategic alternatives and the priority order of Snack Barokah  as follows: increase product quality by using a packaging machine, producing their own snacks, increasing quality of products to face competition, seeking additional capital to take advantage of a Government loan program, maintain price levels and improve the quality of flavour, vigorous business  products  promotion  by utilizing electronic media facilities, increase promotion directly approach the way to expand the market whole salers consumer voice, delivers, and maintains good relations with suppliers
ANALISIS PENGARUH MANAJEMEN HUBUNGAN PELANGGAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Pada Pelanggan Jasa Ekspedisi Pengiriman Barang TIKI di Kecamatan Banjarsari, Kota Solo) Setyowiseso, Bagas; Sutopo, Sutopo
Diponegoro Journal of Management Volume 7, Nomor 4, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Company in retaining customers need to increase loyalty by means of customer relationship management (CRM) strategy. To analyze the strategy the aim of this study to know the relationship of continuity marketing (X1), one to one marketing (X2), partnering program (X3), to customer loyalty (Y2), with customer satisfaction intervention (Y1). Sampling method using purposive sampling with technique of non-probability sampling at PT. Citra Van Titipan Kilat (TIKI), with the number of samples taken 182 customers who have used TIKI services.Based on the results of this research that continuity marketing (X1) and one to one marketing (X2) have a positive and significant effect on the customer loyalty (Y2), with customer satisfaction intervention (Y1). Meanwhile, partnering program (X3) has no effect on the customer loyalty (Y2), with customer satisfaction intervention (Y1).
ANALISIS PENGARUH KUALITAS PRODUK DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan Air Minum Dalam Kemasan Club di Semarang) Widiaswara, Tias; Sutopo, Sutopo
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research is motivated by the decrease in customer satisfaction of Club mineral water that can influence the loyalty of Club mineral water customers. Based on the problem, this research aims to examine the effect of product quality and brand image on customer loyalty through customer satisfaction as the intervening variable.This research was conducted by distributing questionnaires to Club mineral water customers in Semarang with purposive sampling method. The samples used were 100 respondents of Club mineral water customers. The data were processed using software SPSS 23, and the analysis used were multiple linear regression analysis and test of Sobel to test the mediation effect of the independent variable to the dependent variable.The result showed that product quality and brand image have positive and significant effect to customer satisfaction with the result of Y1 = 0,331 X1 + 0,463 X2, and brand image, product quality, and customer satisfaction have positive and significant influence to customer loyalty with the result Y2 = 0,206 X1 + 0.318 X2 + 0.311Y1. The result of the Sobel test shows that there is influence between product quality to customer loyalty through customer satisfaction as the intervening variable. Similarly, the brand image variable has an influence on customer loyalty through customer satisfaction. This is because of the value of t arithmetic higher than t table.
ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS WESBITE, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN (Studi pada Konsumen E-commerce B2C Berrybenka di Semarang) Nabilah, Beby Pamungkas; Sutopo, Sutopo
Diponegoro Journal of Management Volume 7, Nomor 2, Tahun 2018
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research is motivated by the decrease in the number of visitors on Berrybenka site and complaints from customers which indicate dissatisfaction toward Berrybenka that can affect the loyalty of Berrybenka’s customers. Based on the problems, this research aimed to examine the effect of product quality, website quality, and service quality to customer satisfaction and its impact on customer loyalty. This research was conducted at e-commerce B2C Berrybenka site.The sample of this research is 100 respondents who had ever done purchase transaction on e-commerce B2C Berrybenka site at least 2 times and stay in Semarang. This research consisted of 5 variables, 19 indicators, and 5 hypothesis. The analysis instrument used was SPSS 22 with multiple linear regression and sobel test as analysis methods to examine the indirect effect of independent variables to dependent variable through intervening variable.The result of this research showed that product quality has positive and significant effect on  customer  satisfaction,  website  quality  has  positive  and  significant  effect  on  customer satisfaction, and service quality has positive and significant effect on customer satisfaction with result Y1= 0,360X1 + 0,263X2 + 0,348X3. Customer satisfaction has positive and significant effect on customer loyalty with result Y2= 0,896Y1. The result of sobel test showed that product quality, website quality, and service quality have indirect effect on customer loyalty through customer satisfaction
Analisis Pengaruh Nilai Pelanggan, Destination Image, dan Kualitas Pelayanan terhadap Minat Kunjung Ulang Wisatawan dengan Kepuasan Pengunjung sebagai Variabel Intervening (Studi Kasus pada Obyek Wisata Bukit Cinta Rawa Pening Kabupaten Semarang) Mulyana, Andika Pratama; Sutopo, Sutopo
Diponegoro Journal of Management Volume 8, Nomor 2, Tahun 2019
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

The purpose of this research is to analyze some factors which affect of TouristStatification and Revisiting Interest as Customer Value, Destination Image,and ServiceQuality. This study uses primer data from tourist visiting The Bukit Cinta RawaPeningtourism object located in Semarang Regenc. The sampling method usedPurposive Sampling. Data analysis used a regression analysis tool was used using theSPSS 23.0 program tool. The results of test found that is a positive and partiallysignificant influence between the value of customers on interest in revisiting; andbetween customer value and visitor satisfaction; and also between visitor satisfactionwith interest in tourist revisits. But there is a positive influence that is not partiallysignificant between destination image and the quality of service to interest in repeatvisits; also between destination image and service quality to visitor satisfaction.
ANALISIS PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Sop Buah “X” kota Semarang) Lullulangi, Irene Rosa; Sutopo, Sutopo
Diponegoro Journal of Management Volume 3, Nomor 4, Tahun 2014
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research aims to analyze the influence of experiential marketing to customers satisfaction of  Sop Buah “X” in Semarang on Tembalang nearby Universitas Diponegoro. This research consists of dependent variable which is customer satisfaction (Y) and five independent variables which are experiential marketing consists of sense (X1), feel (X2), think (X3 ) , act (X4) and relate (X5). The population of the research is the customer of Sop Buah “X” who have purchased more than two times with a sample of 100 respondents. The sampling technique that is used in this research is purposive sampling (judgement sampling), then the data was processed by multiple regression analysisThere were five hypotheses being tested in this study, all of them are acceptable. This condition  indicates  that  all  of  five  variables  have  positive  influence  on  the  application  ofexperiential marketing on customers satisfaction of Sop Buah “X” in Semarang, namely: sense, feel, think, act and relate. The result shows that the research model can be accepted. Adjusted R square showed at moderate level 52,4 %. It mean 47,6 % was explained by other factor which were not examined in this search.
ANALISIS PENGARUH KUALITAS PRODUK, KESADARAN MEREK, DAN HARGA TERHADAP KEPUTUSAN PEMBELIAN MOBIL HONDA MOBILIO DI KOTA SEMARANG Erdiana, Nila; Sutopo, Sutopo
Diponegoro Journal of Management Volume 4, Nomor 2, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study was motivated by competition and business threats that occur in the automotiveindustry in particular on products Honda Mobilio. The decline in the value of the index in Table Honda car sales indicate there is a problem in product purchasing decisions Honda Mobilio. This study aims to analyze and examine the elements that comprise the purchase decision of the product quality, brand awareness, and the price of the product purchase decisions Honda Mobilio.Research data retrieval is done through questionnaires to 100 respondents Honda Mobilio car users in the city of Semarang is obtained using the technique accidental sampling and purposive sampling. Then the analysis of data obtained both qualitatively and quantitatively. Qualitative analysis is the interpretation of the data obtained in the field and analysis of open answers given by the respondents, whereas quantitative analysis include: validity, reliability, classic assumption test, multiple linear regression, hypothesis testing via t test and F test, and coefficient of determination(R2).Data - data that has met the validity, reliability, and classical assumption, processed with SPSS (Statistical Package for Social Science) for Windows 15, resulting in a regression equation as follows:          Y = 0,240 X1 + 0,589 X2 + 0,376 X3Where hypothesis testing using t test showed that the three independent variables, namely  the  quality  of  the  product  (X1), brand  awareness  (X2),  and  the  price  (X3) significant positive effect on the purchase decision (Y).
ANALISIS PENGARUH E-SERVICE QUALITY, KUALITAS INFORMASI DAN PERSEPSI KEMUDAHAN TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Lazada Indonesia) Riza, Saiful; Sutopo, Sutopo
Diponegoro Journal of Management Volume 6, Nomor 4, Tahun 2017
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This research aim to examine and analyze effect of e-service quality, information quality and ease of use to e-loyalty with e-satisfaction as Intervening variables (Studies on B2C e-commerce Lazada Indonesia customer). This research did through the distribution of questionnaires to 115 Lazada Indonesia customer in Semarang with random sampling method. This research used software SPSS Statistic 22. The technique of data testing in this research includes validity test, reliability test, the classical assumption test, path analysis that is development of multiple linear regression and sobel test to examine mediation effect from independent variabel to dependent variabel.The result of this research indicates that: e-service quality has positive effect and significant to e-satisfaction, information quality has positive effect and significant to e-satisfaction, ease of use has positive effect and significant to e-satisfaction, e-service quality has positive effect and significant to e-loyalty, information  quality has positive effect and significant to e-loyalty, ease of use has positive effect but not significant to e-loyalty, and e-satisfaction has a positive and significant effect on e-loyalty. The sobel test shows that e-satisfaction can mediate the effect of e-service quality, information quality, ease of use to e-loyalty
Co-Authors A Setiaji, A A., Andini, N. ABDUL HAMID Abdul Hamid Abdullah, Rizqi Ach. Syah Khoirun Na’im Ade Duana Pratiwi Adha, Ahmad Ridlotul Adie Pamungkas Adisna, Qowiyyun Dyaheksita Pradani Putri Adrianto, Adrianto Affandi, Azhar Kholiq Afrian, Reza Agustine, Ananda Dwi Ahmad Taufiq Ahmad, Zahid Akhmad Aminuddin Bama, Akhmad Aminuddin Akhmad Jufriadi Al-Baarri, Ahmad Ni'matullah Anang Martoyo Angin, Siprianus L Ani Mardiastuti Anik Nurhanifah, Anik ANWAR, MUHFIK ARI SUPARWANTO Arif Hidayat Arini, Wahyuningyan Asep Yudha Wirajaya Asim Asim, Asim Asmarani , Dewi Assegaf Gavlek Augustia, Sekarani Yuteva Aulia Hayu Nityasari, Aulia Hayu Awaludin Awaludin, Awaludin Azhar Muntaha Badranaya, Muhammad Imawan Bhakti Etza Setiani Bisri Mustofa Budi Usodo Burhan Hakim, Ahmad Christina Kartika Sari Chusniyah, Dina Asmaul Cornelis, Vieta Imelda Daud Samsudewa Dela Ayu Lestari, Dela Ayu Desyana, Nidya Dian Gamma Pramudewa, Dian Gamma Diding Fachrudin Dinarti, Nindia Diniati, Bintis Ti’anatud Diva, Alfatheya Margwita Diva, Muhammad Dwi Hartanti Dyah Ratri Aryuna Dyah Retno Dewanti E Kurnianto E. T. Setiatin, E. T. Edi Kurnianto Edy Kurnianto Edy, Judeanto Efiyati, Efiyati Endang Purwaningsih Enny Tantini Setiatin Eny Tantini Setiatin Erianto Erianto Erni Erni Erry Koriyanti Fahrun Dama Fajar Nugraha Falerina Rahmatunnisa Chaniago Farida Indriani Farida Nurhasanah FATHULOH, RIDWAN Fauzan Sulman Fauzi Hidayat, Muhammad Fauziah, Natasya Nurul Febrian Adiputra, Febrian Ferdian Assiddiq, Ferdian Fitri, Devin Anggraeni Frinsyah Virgo Galih Dewa Brata Habib, Muhammad Alhada Fuadilah Hadi Hadi Hadi Hadi hadi surachman Halim Oky Zulkarnaen Hana Diana Maria Hanif, Luqman Hapsari, Ratna Kusuma Hapsari, Ria Mawar Hardyani, Ringga Fatma Hari Prayogo Hari Wisodo, Hari Hariroh, Luluk Harjanto, Chrisna Tri Harjuna, Rinda Harry Soesanto Hartoyo Hartoyo Hasanah, Rizqiatul Hena Dian Ayu Hendhita Reski Wahyutea, Hendhita Reski Hendriyanto, Agus Henny Ekana Chrisnawati Herlina Darwati I Made Sukresna Ibnu Widiyanto Ika Pratama Kusumawati Indah Lestari, Indah Indiyanti, Indiyanti Ira Kurniawati Irene Rosa Lullulangi, Irene Rosa Irsandi, Ricky Rizki Jane Koswojo Janeko, Janeko Jeffry Nugraha Joni Devitra, Joni Juniati Juniati Kamalludin, Mamat Hamidi Kamila, Firda Tasya Karawahenni, Yolanda Dwi Vivian Kartiwa, Cece Enjang Khairul Saleh Latifa, Alfa Putri Latifah, Riska Nurul Lucy Nurika Varasofiari Lumbantoruan, Julia Ester Lusia Oktaviani, Lusia M. Sumarsono Manaf, Zuerdiana Binti Mardiyansyah, Wijaya Martoyo, Anang Maslakhah, Ida Moh Sa’diyin Mohamad Ridwan Muadzimah, Zumrotul Mubarok, Faizal Muchamad Rinaldi Mudinillah, Adam Muhammad Andie Hakim, Muhammad Andie Muhammad Haris Muhammad Irfan Muhyidin Muhyidin Mulyana, Andika Pratama Muniri Muniri, Muniri Musrikah, Musrikah Mustika, Maya N. Fatmarischa Nabilah, Beby Pamungkas Nabilah, Zata Nandang Mufti Nasikh Nelva Lestari Silaban Netty Kurniawati, Netty Netty Kurniawaty Nikita Nila Erdiana, Nila Novinoa, Galuh Novita, Elvira Novtriana, Deasti Nuha, Ahmad Lu’lu’ Dhiyaun Nukhba, Rania Nur Khakim, M. Yusup Nurida, Nurida Nuril Munfaridah, Nuril Nurkhalifah, Fatimah NURUL AZIZAH Nyoto Santoso Oceani, Oceani Oktavia, Linda Pahlevi, Anzaruddin Septian paraswati, yunita andri Parno Parno Philco, Syaddad Verahry Pinilih, Anggoro Canggih Pragunadi, Nindita Gabriele Prihatno Kusdiyarto Putri, Rizqy Nur Ayu Qomari, Nurul Qondas, Jiddan Gamal Rafsanjani, Ardhy Rahim, Handy Faishal Rahmawati Prabandan, Rahmawati Riadi, Dicky Bachtiar Rifqi, Abu Risnawati, Ria Riski Rita Purwaningsih Riza, Saiful Rizki Sappitu Hidayat, Rizki Sappitu Rizkiyanti, Eva Rohmawati, Widya Rosiyati, Diana Royani, Shinta Nuriyah Mahbubiyah S. Johari Sabar Narimo Safrina, Sri Sahal Fawaiz Said Muhammad Reza Ardiansyah, Said Muhammad Reza Saputri, Virda Hersy Lutviana Sasongko, Beni Tri Sentot Kusairi Septiawati, Farida Setiaji, Asep Setyowiseso, Bagas Sisca Fajriani Siti Helmyati Siti Hidayah Siti Sailah, Siti Siti Zulaikah Soekorini, Noenik sudianto Sudianto, Sudianto Suhroni Suhroni, Suhroni Sujarwo, Joko Sulur Sunaryono Sunaryono, Sunaryono Supardi Supardi Supriana, Edi Surgawi, Ilham Surgawi Suryanto, L. Suryanto Suryanto, L. Suryanto Susilo Toto Raharjo sutiyono sutiyono Sutono Sutono Syamsiar, Syamsiar Syihab, Zuher Tali Tulab, Tali Taufan Marhaendrajana, Taufan Tengku Riza Zarzani N Tohir Solehudin Tommy Sulthon Darmawan, Tommy Tri Adi Prasetya Tsania Nur Diyana Ulya, Richa Railil Ummu Sholihah Umy Zahroh, Umy Upik Tria Wahyu Eko Saputro, Wahyu Eko Wati, Diah Ayu Widya Wibowo, Wira Hadi Widiaswara, Tias Yasirul Amin Yaumi, Mimi Rohazal Yemi Kuswardi, Yemi Yeni A Mulyani Yogi Sugito Yon Soepri Ondho Yumna, Janika Salma Zaka, Amar Rizki