Integrating Technology-Driven Knowledge Management with Organizational Strategy: A Study of a Public Sector Bank in India

Abstract

In the age of knowledge-driven economy, knowledge management (KM) through the application of sophisticated technologies has become a very significant strategic asset in organisations more so in the banking industry. Despite playing a key role in the financial inclusion and economic development of the country, the public sector banks of India are characterized with obstacles related to the legacy systems, the inability of the procedures to be dynamic, and the competitiveness through the appearance of the private and fintech institutions. The present paper represents the discussion of the application of technology based knowledge management systems, and positive organizational strategy within one of the chosen state owned banks in India. The article investigates how digital tools such as intranet portals, data analytics tools, artificial intelligence-based decision support system, and knowledge repositories can help align strategies, drive operational effectiveness and organizational performance. According to the descriptive and analytical research design, primary data has been collected with the help of structured questionnaires among the bank employees both at the managerial and operational level and further enhanced with secondary data of the policy documents and annual report. The statistical models employed in the establishment of the relationship between the practices of technology enabled KM and the results of strategic processes entailed descriptive analysis, correlation, and regression. The obtained results have reflected that technology-based knowledge management is highly positively correlated with the strategic performance in terms of quality in decision-making, service delivery, the capacity to innovate and building the competence of employees. The paper restates the necessity that the public sector banks need to take into consideration the use of KM initiatives as part of their strategy to remain competitive and more sustainable in the long term. The research can inform the policy makers and bank managers on how to develop strong digital KM infrastructures, as well as foster knowledge-based and organizational culture.