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All Journal Journal of Economics, Business, & Accountancy Ventura
Gregorius Anggana Lisiantara
Universitas STIKUBANK, Semarang, Central Java, Indonesia
Economics, Econometrics & Finance

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Reshaping Banking Behavior: A Structural Model of Real-Time System Integration and Open Banking Readiness in Reducing Churn Propensity Batara Daniel Bagana; Gregorius Anggana Lisiantara; Muhammad Ali Ma'sum; Nungki Pradita; Ignatius Hari Santoso
Journal of Economics, Business, & Accountancy Ventura Vol. 29 No. 1 (2026): April 2026
Publisher : Research Center and Community Services (PPPM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v29i1.5679

Abstract

This study aims to analyze the influence of real-time system integration and open banking readiness on churn propensity in Indonesia's digital banking context, considering the mediating roles of customer experience quality and perceived value. This study is based on the Service-Dominant Logic and Dynamic Capabilities perspectives to understand how technology convergence can shape value creation and customer retention mechanisms in an increasingly interoperable financial ecosystem. Using the partial least squares method, the results show that real-time system integration has a significant effect on the quality of customer experience but not a direct effect on perceived value. Open banking readiness has been shown to significantly influence the quality of customer experience and perceived value, with a particularly strong effect on the latter. Furthermore, customer experience quality and perceived value have a significant negative effect on churn propensity, indicating that the better the experience and the higher the perceived value, the lower the propensity of customers to switch banks. This study contributes by demonstrating a shift in the source of competitive differentiation from infrastructure capabilities to ecosystem readiness in the digital banking industry. Practically, these findings emphasize the importance of strengthening ecosystem integration, data governance, and digital collaboration to increase customer value and reduce churn rates.
Co-Authors Batara Daniel Bagana Muhammad Ali Ma'sum Nungki Pradita Santoso, Ignatius Hari