تعداد نشریات | 161 |
تعداد شمارهها | 6,532 |
تعداد مقالات | 70,501 |
تعداد مشاهده مقاله | 124,095,752 |
تعداد دریافت فایل اصل مقاله | 97,202,276 |
Effectiveness of AI-Driven Knowledge Management System in Improving the Performance of Banking Sector in Jordan | ||
Journal of Information Technology Management | ||
دوره 16، شماره 1، 2024، صفحه 182-200 اصل مقاله (1017.61 K) | ||
نوع مقاله: Research Paper | ||
شناسه دیجیتال (DOI): 10.22059/jitm.2024.96671 | ||
نویسندگان | ||
Hamdan Hasan Al-Onizat* 1؛ Ayman AbdulHadi Alarabiat2؛ Tomader Jamil Bani-Ata3؛ Hamzeh Ahmad Alawamleh2؛ Mohammad Atwah Al-ma'aitah2 | ||
1Department of Management Information Systems, College of Amman, Al-Balqa Applied University, P.O. Box 206, 19117, Al-Salt, Jordan. | ||
2Ph.D., Department of Management Information Systems, College of Amman, Al-Balqa Applied University, P.O. Box 206, 19117, Al-Salt, Jordan. | ||
3MA, Department of Management Information Systems, College of Amman, Al-Balqa Applied University, P.O. Box 206, 19117, Al-Salt, Jordan. | ||
چکیده | ||
The present research examines the benefits of implementing knowledge management (KM) principles in the Jordanian banking sector to enhance performance. The study emphasizes the significance of Artificial Intelligence (AI) and how Jordanian banks utilize it to improve the quality of customer service they provide. This study targets managers at all levels and focuses on the Jordanian banking sector as its research environment. A questionnaire is created to gather information from a random sample to achieve the research's objectives. The study involves a sample of 250 managers. Additionally, the research adopts a descriptive methodology, and SPSS is used to analyze the data. The statistical findings provide robust evidence for the importance of performance expectations, social influence, and perceived risk in influencing consumer intentions. Marketers and decision-makers within the banking industry can leverage these insights to shape their long-term strategies for effectively utilizing and maximizing AI technology in the banking sector. Furthermore, by providing policymakers and practitioners of Jordanian commercial banks with insight into the variables influencing user satisfaction, the findings will help these complex institutions operate more effectively. | ||
کلیدواژهها | ||
Artificial intelligence (AI)؛ Banking sector؛ Customer satisfaction؛ Jordan؛ Knowledge Management؛ Service quality | ||
مراجع | ||
Abusalma, A. (2021). The effect of implementing artificial intelligence on job performance in commercial banks of Jordan. Management Science Letters, 11(7), 2061–2070. Al-Abdullat, B. M., & Dababneh, A. (2018). The mediating effect of job satisfaction on the relationship between organizational culture and knowledge management in Jordanian banking sector. Benchmarking: An International Journal, 25(2), 517–544. Aldomy, R. F., Al Abed, S., Al-Naimi, A. A., Saidat, Z., & Dwaikat, N. (2022). Evaluating the efficiency of Jordanian commercial banks before and during the COVID-19 pandemic. Journal of Southwest Jiaotong University, 57(3). Alzeaideen, K. (2019). Credit risk management and business intelligence approach of the banking sector in Jordan. Cogent Business & Management, 6(1), 1675455. Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. Amyan, M. M., Al-Saudi, M., & Al-Onizat, H. H. (2016). The effective utilization of knowledge management in e-government: A case study of e-government in Jordan. European Scientific Journal, 12(2). Asfour, H. K., & Haddad, S. I. (2014). The impact of Mobile Banking on enhancing customers’ E-satisfaction: An empirical study on commercial banks in Jordan. International Business Research, 7(10), 145. Ballestar, M. T., Grau-Carles, P., & Sainz, J. (2019). Predicting customer quality in e-commerce social networks: A machine learning approach. Review of Managerial Science, 13, 589–603. Cham, T. H., Lim, Y. M., Cheng, B. L., & Lee, T. H. (2016). Determinants of knowledge management systems success in the banking industry. VINE Journal of Information and Knowledge Management Systems, 46(1), 2–20. Digalaki, E. (2019). The impact of artificial intelligence in the banking sector & how AI is being used in 2020. Datum pristupa dokumentu, 27(6). Duan, Y., Edwards, J. S., & Dwivedi, Y. K. (2019). Artificial intelligence for decision making in the era of Big Data–evolution, challenges and research agenda. International Journal of Information Management, 48, 63–71. Easa, N. F. (2019). Knowledge management at banking industry: A review of the literature and further guidelines. International Journal of Customer Relationship Marketing and Management (IJCRMM), 10(2), 21–34. Filieri, R., Lin, Z., Pino, G., Alguezaui, S., & Inversini, A. (2021). The role of visual cues in eWOM on consumers’ behavioral intention and decisions. Journal of Business Research, 135, 663–675. Frost, A. (2014). A synthesis of knowledge management failure factors. Recuperado el, 22, 1–22. Jan, Z., et al. (2022). Artificial Intelligence for Industry 4.0: Systematic Review of Applications, Challenges, and Opportunities. Expert Systems with Applications. Johnson, P. C., Laurell, C., Ots, M., & Sandström, C. (2022). Digital innovation and the effects of artificial intelligence on firms’ research and development–Automation or augmentation, exploration or exploitation? Technological Forecasting and Social Change, 179, 121636. Laketa, M., Sanader, D., Laketa, L., & Misic, Z. (2015). Customer relationship management: Concept and importance for banking sector. UTMS Journal of Economics, 6(2), 241–254. Li, X., Liao, Q., Luo, X., & Wang, Y. (2020). Juxtaposing impacts of social media interaction experiences on e-commerce reputation. Journal of Electronic Commerce Research, 21(2), 75. Madanat, H. G., & Khasawneh, A. S. (2018). Level of Effectiveness of Human Resource Management Practices and Its Impact on Employees’ Satisfaction in the Banking Sector of Jordan. Journal of Organizational Culture, Communications and Conflict, 22(1), 1–19. Mikalef, P., & Gupta, M. (2021). Artificial intelligence capability: Conceptualization, measurement calibration, and empirical study on its impact on organizational creativity and firm performance. Information & Management, 58(3), 103434. Nazir, S., Khadim, S., Asadullah, M. A., & Syed, N. (2023). Exploring the influence of artificial intelligence technology on consumer repurchase intention: The mediation and moderation approach. Technology in Society, 72, 102190. Olan, F., Arakpogun, E. O., Suklan, J., Nakpodia, F., Damij, N., & Jayawickrama, U. (2022). Artificial intelligence and knowledge sharing: Contributing factors to organizational performance. Journal of Business Research, 145, 605–615. Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The impact of supply chain integration and internal control on financial performance in the Jordanian banking sector. Sustainability, 11(5), 1248. Pakurár, M., Haddad, H., Popp, J., Khan, T., & Oláh, J. (2019). Supply chain integration, organizational performance and balanced scorecard: An empirical study of the banking sector in Jordan. Journal of International Studies, 12(2). Putri, N. K. S., Qing, C. H. G., Kuncoro, E. A., & Goenadi, E. (2019). Evaluation of knowledge management system using house of quality method in private banking industry. In 2019 International Conference on Information Management and Technology (ICIMTech) (pp. 239–243). IEEE. Rahman, M. S., Bag, S., Gupta, S., & Sivarajah, U. (2023). Technology readiness of B2B firms and AI-based customer relationship management capability for enhancing social sustainability performance. Journal of Business Research, 156, 113525. Saura, J. R., Ribeiro-Soriano, D., & Palacios-Marqués, D. (2021). Setting B2B digital marketing in artificial intelligence-based CRMs: A review and directions for future research. Industrial Marketing Management, 98, 161–178. Tarafdar, M., Beath, C. M., & Ross, J. W. (2019). Using AI to enhance business operations. MIT Sloan Management Review, 60(4). Trivellas, P., Akrivouli, Z., Tsifora, E., & Tsoutsa, P. (2015). The impact of knowledge sharing culture on job satisfaction in accounting firms. The mediating effect of general competencies. Procedia Economics and Finance, 19, 238–247. Valsamidis, S., Tsourgiannis, L., Pappas, D., & Mosxou, E. (2020). Digital banking in the new era: Exploring customers’ attitudes. In Business Performance and Financial Institutions in Europe: Business Models and Value Creation Across European Industries (pp. 91–104). Zhao, X., Pan, C., Cai, J., Luo, X. R., & Wu, J. (2021). Driving E-Commerce Brand Attachment Through Green Packaging: An Empirical Investigation. Journal of Electronic Commerce Research, 22(3), 178–198. | ||
آمار تعداد مشاهده مقاله: 485 تعداد دریافت فایل اصل مقاله: 455 |