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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 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.
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 Matoati, Rindang 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 Nurul Syafaah Nurulita, Riza Safira Prataga, Dimas Ikbal R.A. Marlien Retnowati Retnowati Riza Safira Nurulita Sopi Sopi Sri Mulyani Sri Nawatmi Sri Yulianto Fajar Pradapa Suharnomo Suharnomo Suzy Widyasari Toto Suharmanto Yovita Mumpuni Hartarini