Enhancing banks’ HR service quality through digital transformation: Investigating the moderating role of human-AI collaboration
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Author(s)Salma Al-ShammariLink to ORCID Index: https://orcid.org/0009-0009-3720-9338
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Amro AlzghoulLink to ORCID Index: https://orcid.org/0000-0002-9799-7198
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DOIhttp://dx.doi.org/10.21511/bbs.20(4).2025.11
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Article InfoVolume 20 2025, Issue #4, pp. 125-137
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Creative Commons Attribution 4.0 International License
Type of the article: Research Article
Abstract
The study aims to investigate the effect of the digital HR transformation on the quality of HR services delivered in Saudi commercial banks and to determine whether the human-AI collaboration climate moderates the relationship. The relevance of the study is predicated on the reality that the trend of digitalizing HR processes is growing, and it is a strategic requirement that such developments find their way into the practical outcomes of services delivered to a bank’s staff. The research used a quantitative cross-sectional survey to study the staff at the headquarters of ten Saudi commercial banks in Riyadh. Structural equation modeling was employed to test the study’s hypothesis to verify the measurement structure and test the hypothesized structural paths. The empirical results show that the effect of digital HR transformation on the quality of HR services is positive (b = 0.487, T = 8.392, p = 0.001). Attitudes towards human-AI cooperation also play a statistically significant moderating role (b = 0.138, T = 2.142, p = 0.033). This means that the positive environment of human-AI interaction boosts the contribution of digital HR systems to the service delivery process. The results show that it is important to invest in technology and create organizational climates that make it easier for people and AI to work together. This dynamic offers practical changes that can be implemented by banking institutions to enhance the quality of HR services by aligning digital changes in the strategy.
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JEL Classification (Paper profile tab)M12, M15, O33, L86, G21
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References57
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Tables4
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Figures0
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- Table 1. Sample characteristics
- Table 2. Items loading, reliability, and convergent validity of the variables
- Table 3. Discriminant validity by HTMT
- Table 4. Hypothesis testing results
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Tran Phi Hoang
doi: http://dx.doi.org/10.21511/bbs.13(2).2018.04
Banks and Bank Systems Volume 13, 2018 Issue #2 pp. 39-48 Views: 7764 Downloads: 1789 TO CITE АНОТАЦІЯSustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.
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Strategic impact of the public investment fund on Saudi Arabia’s financial performance
Feras Izzat Kasasbeh
doi: http://dx.doi.org/10.21511/imfi.22(3).2025.25
Investment Management and Financial Innovations Volume 22, 2025 Issue #3 pp. 334-348 Views: 713 Downloads: 742 TO CITE АНОТАЦІЯType of the article: Research paper
Abstract
The Public Investment Fund (PIF), Saudi Arabia, founded in 1971, at the forefront of reshaping Saudi Arabia’s economic flow through its Vision 2030, diversification from crude oil revenues and towards more sustainable growth. The study attempts to quantify the impact of PIF on the financial performance of the country, looking into key economic indicators such as GDP growth, foreign direct investment (FDI), and stock market stability. The study adopts a mixed-methods approach and uses data from 2018 to 2023. The dataset comprises annual economic reports from the Saudi Central Bank, General Authority for Statistics, investment data from the Public Investment Fund’s, and financial market data from Tadawul Stock Exchange. Analysis reveals a statistically significant positive correlation (R = 0.46, p < 0.05) between increases in PIF’s Assets under Management (AUM) and national GDP growth, suggesting that strategic public investments strongly contribute to macroeconomic expansion. Strategic PIF investments resulted in a notable 45% rise in FDI specifically into the non-oil sector, alongside a 30% increase in domestic job creation between 2018 and 2023. Additionally, stock market stability significantly improved during the study period, as evidenced by reduced volatility and a sustained upward trend in the Tadawul All Share Index (TASI), reflecting strengthened investor confidence driven by PIF initiatives. These findings underscore the strategic role of PIF in catalyzing Saudi Arabia’s transition toward a diversified and sustainable economy, supporting green energy initiatives, population-driven economic growth, and substantial progress in national mega-projects.
