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All Journal JURNAL BISNIS STRATEGI Jurnal Pariwisata Pesona Journal of Economics, Business, & Accountancy Ventura Jurnal Penelitian Ekonomi dan Bisnis Jurnal Manajemen Atma Jaya EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Fokus Ekonomi SEIKO : Journal of Management & Business Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan International Journal of Supply Chain Management Jurnal STIE Semarang (Edisi Elektronik) Sebelas Maret Business Review Jurnal Ekonomi Manajemen Jurnal Ekonomi Manajemen Sistem Informasi Review of Management and Entrepreneurship Jurnal E-Bis: Ekonomi Bisnis Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Journal of Management and Bussines (JOMB) Journal of Management - Small and Medium Enterprises (SME's) Jurnal Pengabdian kepada Masyarakat Nusantara Journal of Management and Business Environment (JMBE) Journal of Sustainable Business Hub (JSBH) Jurnal Manajemen dan Inovasi (MANOVA) Jurnal Pengabdian kepada Masyarakat Jurnal Ekonomi Syariah Pelita Bangsa Jurnal Bisnis dan Manajemen (JBM) Jurnal Ekonomi Telaah Bisnis Jurnal Manajemen Journal of Accounting and Finance Management (JAFM) Indonesian Management and Accounting Research Media Riset Bisnis & Manajemen Jurnal Ilmiah Bisnis dan Ekonomi Asia (Jibeka) SEMANIS
Santoso, Ignatius Hari
Universitas STIKUBANK
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Public Health Social Sciences Transportation Other

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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.
WHY DO SOME RURAL BANKS DELAY DIGITAL TRANSFORMATION? A STRATEGIC PERSPECTIVE Sri Rahayu Tri Astuti; Ignatius Hari Santoso
Jurnal Manajemen Vol. 23 No. 1 (2026): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/jm.v23i1.7834

Abstract

This study aims to analyze the factors influencing digital transformation delay at Bank Perekonomian Rakyat using the Innovation Resistance Theory perspective. Specifically, this study examines the role of digital capability, relationship orientation, perceived strategic risk, and institutional pressure in explaining the phenomenon of delayed digital adoption in the local banking sector. This study used a quantitative approach with a survey method involving 168 respondents, who are supervisors and managers of BPR in several region in Java island. Data are analyzed using Partial Least Square SEM to examine the relationship between constructs in the research model. The result show that digital capability has a significant negative effect on digital transformation delay and perceived strategic risk, while relationship orientation has a positive impact on perceived strategic risk. Furthermore, perceived strategic risk has been shown to increase the digital transformation delay, while institutional pressure has a negative effect on reducing it. These findings suggest that digital transformation delay at BPR is influenced by a combination of internal factors, perceived risk and external pressure. The result of this study imply that Bank Perekonomian Rakyat need to enhance their digital capabilities and strategically manage risk perception and relationship orientation to accelerate the digital transformation. The novelty of this research lies in its attempt to explain the phenomenon of digital transformation delay as a form of resistance to innovation in small scale banking organizations, which has previously been studied primarily from a technology adoption perspective. It also integrates the internal, cultural and external factors into a comprehensive empirical model
WHY DO SOME RURAL BANKS DELAY DIGITAL TRANSFORMATION? A STRATEGIC PERSPECTIVE Sri Rahayu Tri Astuti; Ignatius Hari Santoso
Jurnal Manajemen Vol. 23 No. 1 (2026): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/jm.v23i1.7834

Abstract

This study aims to analyze the factors influencing digital transformation delay at Bank Perekonomian Rakyat using the Innovation Resistance Theory perspective. Specifically, this study examines the role of digital capability, relationship orientation, perceived strategic risk, and institutional pressure in explaining the phenomenon of delayed digital adoption in the local banking sector. This study used a quantitative approach with a survey method involving 168 respondents, who are supervisors and managers of BPR in several region in Java island. Data are analyzed using Partial Least Square SEM to examine the relationship between constructs in the research model. The result show that digital capability has a significant negative effect on digital transformation delay and perceived strategic risk, while relationship orientation has a positive impact on perceived strategic risk. Furthermore, perceived strategic risk has been shown to increase the digital transformation delay, while institutional pressure has a negative effect on reducing it. These findings suggest that digital transformation delay at BPR is influenced by a combination of internal factors, perceived risk and external pressure. The result of this study imply that Bank Perekonomian Rakyat need to enhance their digital capabilities and strategically manage risk perception and relationship orientation to accelerate the digital transformation. The novelty of this research lies in its attempt to explain the phenomenon of digital transformation delay as a form of resistance to innovation in small scale banking organizations, which has previously been studied primarily from a technology adoption perspective. It also integrates the internal, cultural and external factors into a comprehensive empirical model
DIGITAL TRANSFORMATION AND PRE-DIGITAL RELATIONSHIP QUALITY IN RURAL BANKS: INNOVATION AS A DOUBLE–EDGED SWORD EXPLAINED BY PARADOX THEORY Rafi Akbar Saputra; Ignatius Hari Santoso
Jurnal Bisnis dan Manajemen (JBM) JBM Vol 22 (2026): Issue 3
Publisher : Faculty of Economics and Business University of Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23960/jbm.v22i3.4756

Abstract

Digital transformation in the banking industry, including Bank Perekonomian Rakyat (BPR) has become a strategic necessity to improve service efficiency and maintain customer loyalty amidst changing consumer behavior. However, digitalization also has the potential to reduce the quality of interpersonal relationship, which has long been a key strength of BPRs. Therefore this study examines how digital transformation and pre-digital relationship quality influence perceived usefulness, perceived interaction loss and customer loyalty. This research uses a quantitative approach with a survey of BPR customers who use digital services. Data are analyzed using SEM-PLS. The result show that digital transformation and pre-digital relationship quality influence perceived usefulness, perceived interaction loss and customer loyalty, although several relationship are not significant. The novelty of this study lies in the integration of digital transformation and relationship quality in the context of rural banks by positioning pred-digital relationship quality as an important factor in explaining the customer loyalty. This study expands the literature on digital transformation in relationship-based financial institutions. The finding suggest that BPR need to focus on increasing the benefits of digital services while maintaining the quality of personal relationships with customers. A hybrid service approach that combines digital technology and interpersonal interaction remains a relevant strategy for sustaining customer loyalty.
Co-Authors Ali Maskur Ali Maskur Annatiqa Rismayanti Bagas Mahendra Indriawan Bambang Sutedjo Bambang Suteja Batara Daniel Bagana Batara Daniel Bagana Cantika Dewi Purnama Putri Cantika Dewi Purnama Putri Deviyola Kurnia Ramadhani Dewi, Dyah Ayu Rachmawati Dina Lusianti Euis Soliha Farhan Fauzi Febriani, Okky Febrianto, Boggy Galuh Puspaningrum Gregorius Anggana Lisiantara Habsy Qorisu Nurhafidz Hardiyanti, Widhian Hartarini, Yovita Mumpuni I Made Sukresna Kartika, Erawati Lie Liana . Lucky Khusnul Khotimah Lutfi Nurcholis Mansyur, Anwar Maryono Maryono Mas?ud, Fuad Meida Rachmawati Meida Rachmawaty Moch Irsad, Moch Muhaimin Muhaimin Muhammad Ali Ma'sum Muhammad Ali Ma’sum Mulyo Budi Setiawan Mulyo Budi Setiawan Mulyo Budi Setiawan, Mulyo Naufal Fawwaz Nungki Pradita Nur Anil Saputri Nurul Syafaah Nurulita, Riza Safira Prataga, Dimas Ikbal R.A. Marlien Rafi Akbar Saputra Retnowati Retnowati Rindang Matoati, Rindang Riza Safira Nurulita Sopi Sopi Sri Mulyani Sri Nawatmi Sri Rahayu Tri Astuti Sri Yulianto Fajar Pradapa Suharnomo Suharnomo Suzy Widyasari Toto Suharmanto Yovita Mumpuni Hartarini