| Abstract [eng] |
This master’s thesis examines the impact of artificial intelligence use in business processes on employees’ work quality in the financial sector, considering the roles of knowledge management and organizational readiness. The relevance of the topic is based on the increasing use of artificial intelligence solutions for task automation, information processing and decision-making support. However, the impact of artificial intelligence on employees’ work quality is not automatic, as it depends on how information and knowledge are managed within the organization and how prepared the organization is to use artificial intelligence. The thesis consists of three main parts: theoretical literature analysis, research methodology and empirical analysis. The literature analysis shows that artificial intelligence use in business processes should be viewed not only as a technological phenomenon, but also as an organizational and process-related one. In this thesis, knowledge management is analysed as a mediating mechanism explaining how information generated or processed by artificial intelligence becomes knowledge applied in employees’ work. Organizational readiness is analysed as a factor that may directly affect knowledge management and moderate the relationship between artificial intelligence use and knowledge management. The empirical study involved 168 employees from the financial sector whose organizations use, implement or test artificial intelligence tools. The study assessed four main constructs: artificial intelligence use in business processes, effectiveness of knowledge management processes, employees’ work quality and organizational readiness. Data were collected through an online questionnaire survey and analysed using descriptive statistics, reliability analysis, correlation analysis, regression analysis, mediation analysis and moderation analysis. The results showed that artificial intelligence use in business processes has a positive and statistically significant effect on employees’ work quality and on the effectiveness of knowledge management processes. Knowledge management also has a positive effect on employees’ work quality and mediates the relationship between artificial intelligence use and employees’ work quality. Organizational readiness has a strong positive effect on knowledge management; however, its moderating role in the relationship between artificial intelligence use and knowledge management was not confirmed. The results suggest that artificial intelligence use can contribute to higher employees’ work quality, but its impact depends not only on technology itself. Knowledge management plays an important role in turning artificial intelligence-generated information into practically applied organizational knowledge. From a practical perspective, financial sector organizations are advised to link artificial intelligence implementation with the strengthening of knowledge management processes, clear definition of responsibilities and the development of employees’ artificial intelligence literacy. |
