Title: The impact of information and communication technologies on the application of knowledge management: an empirical study on commercial banks operating in the Jordanian capital city 'Amman'

Authors: Mohammad Kloub; Raed Wishah; Khalid Alzubi; Suha Abed Alaal; Mohammed Alweshah

Addresses: Development and Quality Assurance Centre, AL-Balqaa Applied University, Al-Salt 19117, Jordan ' Department of Business Administration, King Talal Faculty of Business and Technology, Princess Sumaya University for Technology, Khalil Sket Street, P.O. Box 1438, Al-Jubaiha, Amman, Jordan ' Faculty of Business, Al-Balqaa Applied University, Al-Salt 19117, Jordan ' Faculty of Administrative and Financial Sciences, Al-Ahliyya Amman University, Amman, Jordan ' Al-Balqaa Applied University, Al-Salt 19117, Jordan

Abstract: The study investigates the effect and success of using various information and communication technology (ICT) in the application of knowledge management (KM) in commercial Jordanian banks in Amman. A 35-item questionnaire directed at all executive and supervisory levels was distributed to 34 branches belonging to 12 commercial banks in Amman. A total of 235 questionnaires were distributed; 221 were collected and 14 of these were excluded as inappropriate for analysis. Thus, 208 questionnaires (a response rate of 88.51%) were analysed by SPSS. Respondents indicated high degrees of approval for the use of ICT techniques. Moreover, ICT was found to have a high effect of 54% in applying KM. Different factors were found to affect ICT's application of KM, i.e., age, academic background, job description and years of experience. The study recommends advocating the importance of keeping abreast with technological advancements and providing the proper infrastructure to maintain and utilise ICT. It also recommends that KM be incorporated and disseminated into all administrative levels. Finally, staff should be familiarised, encouraged and motivated to employ KM via incentives and access to information should be made available to all staff through the use of data management systems.

Keywords: decision-making process; information and communication technologies; knowledge management.

DOI: 10.1504/IJTPM.2017.084535

International Journal of Technology, Policy and Management, 2017 Vol.17 No.2, pp.95 - 122

Received: 22 Apr 2016
Accepted: 10 Aug 2016

Published online: 12 Jun 2017 *

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