Journal of Engineering, Project, and Production Management | 2026
Authors: Eid M.A.
DOI: 10.32738/JEPPM-2025-244
Journal: Journal of Engineering, Project, and Production Management
Year: 2026
Publisher: Engineering Project and Production Management
Document Type: Article
Open Access: All Open Access; Gold Open Access
Cited by: 0
In the modern banking industry, the performance of service production systems, where transaction and compliance processes and digital transformation projects coexist, is considered the core for any bank. This research aims to investigate the effect of both business intelligence (BI) as an operational control and project monitoring mechanism and work environment (WE) as social and organizational conditions on employee satisfaction (ES) and perceived operation effectiveness (POE) in the banks of Palestine. Socio-Technical Systems (STS) Theory addresses the integration of the technological aspect with that of the human aspect as subsystems to explain how clarity of data, feedback, and psychological safety impact the levels of workers’ engagement and performance. A quantitative, cross-sectional method was adopted to study a stratified random sample of 216 employees across 13 banks. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the data. The findings show that BI and WE have a positive impact on satisfaction and operational effectiveness. Plus, Employee Empowerment (EE) fully mediates the relationship between BI and satisfaction but did not succeed in doing so between WE and satisfaction. The R2 for the model is 0.68. This research contributes to the STS Theory by laying down an understanding of business intelligence (BI) as a control mechanism that interacts with social conditions to maintain the production of services, processes, and projects in a politically and economically restricted environment. A concept of informational empowerment is added to this research to show how the availability of updated data can replace hierarchical power to lead voluntary actions. Beyond that, this research employs STS theory to integrate BI, empowerment, and work environment aspects in the Digital Transformation Projects of the banking industry in countries with limited economies and political conflicts. © Journal of Engineering, Project, and Production Management (EPPM-Journal).
Banking performance; business intelligence; employee satisfaction; socio-technical systems; work environment