تأثیر اشتراک‌‌گذاری دانش در رابطه بین هوش مصنوعی و کیفیت خدمات کارکنان

نوع مقاله : مقاله پژوهشی

نویسنده
سیف‌اله اندایش
استادیار، گروه علم اطلاعات و دانش‌شناسی، دانشگاه خلیج فارس، بوشهر، ایران
10.22034/aimj.2025.530930.1642
چکیده
هدف از اجرای این پژوهش، بررسی تأثیر اشتراک‌گذاری دانش در رابطۀ بین هوش مصنوعی و کیفیت خدمات کارکنان در بین کتابداران کتابخانه‌های دانشگاه‌های علوم پزشکی شهر تهران است. روش پژوهش حاضر، توصیفی و از نوع پیمایشی و براساس هدف، کاربردی است. جامعۀ آماری پژوهش، کتابداران شاغل در کتابخانه‌های دانشگاه‌های علوم پزشکی شهر تهران بود که این افراد در مجموع 214 نفر بودند. با استفاده از فرمول کوکران و در نظر گرفتن پارامترهای آماری استاندارد، حجم نمونه پژوهش 137 نفر تعیین شد. ابزار گردآوری اطلاعات پرسش‌نامه بود. برای سنجش هوش مصنوعی، از پرسش‌نامه چن و همکاران (۲۰۲۲) مشتمل بر ۲۲ گویه استفاده شد. دلیل انتخاب این ابزار، انسجام، اختصار و پوشش گستردۀ ابعاد مختلف هوش مصنوعی بود. برای اندازه‌گیری اشتراک‌گذاری دانش، از پرسش‌نامۀ داماج و همکاران (۲۰۱۶) با ۱۲ گویه و برای ارزیابی کیفیت خدمات از پرسش‌نامه، پاراسورامان و همکاران (۱۹۸۵) با ۲۲ گویه بهره گرفته شد. پایایی پرسش‌نامه، از طریق آزمون آلفای کرونباخ و روایی آن، از طریق روایی همگرا و روایی واگرا تأیید شد. تحلیل داده‌ها با استفاده از شاخص‌های آمار توصیفی همچون توزیع فراوانی و آمار استباطی و روش مد‌ل‌سازی معادلات ساختاری با اسمارت پی‌ال‌اس انجام شد. یافته‌ها نشان داد که هوش مصنوعی بر کیفیت خدمات کارکنان بر اشتراک‌گذاری دانش تأثیر مثبت دارد. اشتراک‌‌گذاری دانش، بر کیفیت خدمات کارکنان تأثیر مثبت و معناداری دارد. اشتراک‌گذاری دانش به‌عنوان یک میانجی کامل در رابطۀ بین هوش مصنوعی و کیفیت خدمات کارکنان عمل می‌کند. پژوهش حاضر از جنبۀ نظری به توسعۀ ادبیات حوزۀ هوش مصنوعی و مدیریت دانش کمک می‌کند و نشان می‌دهد که میانجیگری دانش، می‌تواند شکاف میان فناوری و کیفیت خدمات انسانی را پر کند. یافته‌های این مطالعات، وجود شکاف‌های پژوهشی در درک رابطه بین هوش مصنوعی و کیفیت خدمات را برجسته می‌کند.

کلیدواژه‌ها

عنوان مقاله English

The Impact of Knowledge Sharing on the Relationship between Artificial Intelligence and Service Quality of Employees

نویسنده English

Seifallah Andayesh
Assistant Prof., Department of knowledge and Information Science, Persian Gulf University, Bushehr, Iran
چکیده English

The purpose of this study is to examine the impact of knowledge sharing on the relationship between artificial intelligence and the service quality of employees among librarians working in the libraries of medical universities in Tehran. This research is descriptive-survey in nature and applied in terms of purpose. The statistical population included all librarians working in the libraries of medical universities in Tehran (214 individuals). Using Cochran’s formula and standard statistical parameters, the sample size was determined as 137 librarians selected through stratified random sampling. For data collection, standardized questionnaires were employed: the artificial intelligence questionnaire developed by Chen et al. (2022) with 22 items, chosen due to its coherence, conciseness, and comprehensive coverage of AI dimensions; the knowledge sharing questionnaire developed by Damaj et al. (2016) with 12 items; and the service quality questionnaire developed by Parasuraman et al. (1985) with 22 items. The reliability of the instruments was confirmed using Cronbach’s alpha, and validity was established through convergent and discriminant validity. Data analysis was conducted using descriptive statistics such as frequency distribution, as well as inferential statistics through structural equation modeling (SEM) with Smart PLS software. The results showed that artificial intelligence has a positive and significant effect on employees’ service quality, and also positively influences knowledge sharing. Furthermore, knowledge sharing has a positive and significant impact on employees’ service quality. The results showed that knowledge sharing acts as a full mediator in the relationship between artificial intelligence and employees’ service quality. Therefore, this study contributes theoretically to the literature on artificial intelligence and knowledge management by demonstrating that knowledge mediation can bridge the gap between technology and the quality of human services. This research significantly contributes to the literature on artificial intelligence by highlighting research gaps in understanding the relationship between AI and service quality.

کلیدواژه‌ها English

Artificial intelligence
Service quality
Knowledge sharing
Academic librarians
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  • تاریخ دریافت 06 تیر 1404
  • تاریخ بازنگری 29 مرداد 1404
  • تاریخ پذیرش 12 شهریور 1404