The Impact of Artificial Intelligence on Knowledge Management and Organizational Competitiveness: Evidence from Access Bank Nigeria Plc

With the increased awareness of Industry 4.0 and big data, this study provides an opportunity to examine how AI can address the limitations in traditional knowledge management. This study aims to determine the relationship between artificial intelligence (AI), knowledge management (KM), and organizational competitiveness (OC), in the banking sector using a case study of Access Bank Nigeria PLC.

A quantitative method has been employed to analytically explore the research aims. Seven hypotheses were created; three hypotheses were analyzed based on correlational analysis between AI and KM infrastructure capabilities (KMI), KM process capabilities (KMP) and KM relational capabilities (KMR); four was analyzed using the regression analysis (using SPSS) at a significance level of 0.05 to test the relationship between AI improved KMI, KMP, and KMR on organizational competitiveness (OC). Data was collected through a survey of 133 employees of Access Bank Nigeria PLC.

This study shows that there is a positive relationship between AI and KMI (β = 0.397, p < 0.001), KMP (β = 0.392, p < 0.001), and KMR (β = 0.312, p < 0.001) from the correlation analysis; and that AI-improved knowledge management capabilities have more impact on Access Bank Nigeria’s competitiveness than the traditional KM strategies. This indicates that AI helps improve the KM capabilities which further strengthens that various KM strategies. Lastly it was found that AI has a positive impact on Access Bank competitiveness (R² = 0.461, F = 35.445, p < 0.001) and that organizations should further strengthen their integration of AI into their knowledge management strategies.

Knowledge management, Artificial Intelligence, Organizational Competitiveness, Knowledge Management Capabilities

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