Title: Synergistic impact of artificial intelligence service performance and employee engagement on enterprise development and job satisfaction

Authors: D. Prema; Ragini

Addresses: VIT Business School, Vellore Institute of Technology, Vellore, India ' VIT Business School, Vellore Institute of Technology, Vellore, India

Abstract: This study integrates a unique service quality model with social exchange theory to examine how artificial intelligence service performance and employee engagement influence employee satisfaction. Specifically, it investigates the mediating role of employee engagement in the relationship between artificial intelligence service performance and employee satisfaction. Data were collected from 270 employees working in leading IT companies across Tamil Nadu, India, and analysed using Smart PLS. The findings highlight that artificial intelligence services, responsiveness, reliability, empathy, and assurance positively contribute to both engagement and satisfaction. These results indicate that effectively leveraging these artificial intelligence services factors can significantly enhance employees' job satisfaction. Consequently, this study provides practical insights for enterprises aiming to implement artificial intelligence technologies strategically to boost employee satisfaction. Over time, artificial intelligence, as demonstrated, will play a critical role in enhancing human resource management and enterprise development.

Keywords: artificial intelligence; employee engagement; employee satisfaction; AI-HRM; innovative work behaviour.

DOI: 10.1504/IJMED.2026.150478

International Journal of Management and Enterprise Development, 2026 Vol.25 No.1, pp.99 - 124

Received: 10 Jan 2025
Accepted: 24 Feb 2025
Published online: 15 Dec 2025 *

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