Dr. Mahmoud Mohamed Mahmoud

Abstract

 This study examines how service quality acts as a mediator in the relationship between artificial intelligence (AI) and organizational performance. With the growing integration of AI technologies to optimize operations and support decision-making, it becomes vital to understand how these technologies influence the organizational performance
 through improvements in service quality. 

The research highlights service quality as a crucial factor enabling AI to generate value, especially within service-oriented organizations. AI contributes by automating workflows, tailoring services to individual needs, and enhancing precision—all of which lead to improved service perceptions. Enhanced service quality translates into greater customer satisfaction and loyalty, which in turn positively influence organizational performance.

By emphasizing on the strategic alignment between AI adoption and service quality, this study provides valuable insights for organizations seeking to leverage AI not only for operational improvements but also as a strategic tool to enhance customer experience and sustain competitive advantage in dynamic market condition.