Effectiveness of AI-Driven Knowledge Management System in Improving the Performance of Banking Sector in Jordan

Document Type : Research Paper

Authors

1 Department of Management Information Systems, College of Amman, Al-Balqa Applied University, P.O. Box 206, 19117, Al-Salt, Jordan.

2 Ph.D., Department of Management Information Systems, College of Amman, Al-Balqa Applied University, P.O. Box 206, 19117, Al-Salt, Jordan.

3 MA, Department of Management Information Systems, College of Amman, Al-Balqa Applied University, P.O. Box 206, 19117, Al-Salt, Jordan.

10.22059/jitm.2024.96671

Abstract

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.

Keywords

References

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Journal of Information Technology Management
Volume 16, Issue 1
2024
Pages 182-200

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