AI ADOPTION AND OPERATIONAL PERFORMANCE OF COMMERCIAL BANKS IN GHANA: THE MODERATING ROLE OF EMPLOYEE TECHNOLOGY SKILLS

Abstract

The study examined of the adoption of artificial intelligence (AI) on operational performance within Ghana Commercial Banks by considering the moderating role of employee technological skills. A sample size of 136 employees from Ghana Commercial Bank comprised the population of the study, which employed a quantitative methodology. The research samples were chosen using the convenience sampling technique. The instrument used to collect the data was a structured questionnaire. Data for the study was analysed using Amos' Structural Equation Model (SEM) (version 23). Findings from this study showed that, AI adoption leads to significant improvements in operational metrics, such as cost reduction and service efficiency. Again, the path coefficient for employee technological skills to operational performance (0.345; p < 0.001) shows that employee technological skills are a critical factor in improving operational performance of banks. Also, the results of the study showed that, employee skills moderated the relationship between AI adoption and operational performance of banks in Ghana. However, demographic factors, such as work experience, age, gender, and education, are not significant predictors of operational performance in the context of AI adoption, underscoring the importance of technological readiness over traditional demographic measures. It was suggested that banks prioritize the development of their employees' technological skills and make investments in AI technology and system upgrades to satisfy operational needs. Banks should also create precise metrics to evaluate how the use of AI affects operational performance. Furthermore, banks have to make sure that training initiatives for staff members correspond with the particular objectives and features of the AI systems they are putting into place.