KM Process and Organisational Performance in the Jordanian ICT sector: The Mediating Role of IT Capability

Abstract

Purpose: This study’s goal was to investigate how Jordan's information and communication technology (ICT) sector knowledge management (KM) process affects organisational performance (OP). Additionally, the potential of information technology (IT) to act as a mediator between the KM process and improving the OP. Design/methodology/approach: This study was quantitative, using a survey. Data were collected from the managers of 143 Jordanian Information and Communications Technology (ICT) companies. Partial least squares structural equation modelling (PLS-SEM) and bootstrap approaches were used to evaluate the hypothesised paths. The data gathered were screened using SPSS (version 26), and these hypothesised relationships were tested with that data. Findings: The findings showed that KM and IT capability significantly impacted organisational performance. Also, IT capability mediated the association between knowledge management process and Organisational Performance. Practical implications: Developing nations look to the ICT sector to create new jobs and accelerate their economic progress. The findings improve the understanding of the associations and impacts of KM and IT capability on organisational performance among owners/managers, practitioners, and academics in the ICT sector. Owners and managers can use the findings as a guide to making better and more effective decisions for applying KM with IT capability standards to achieve superior performance and engage in ongoing market competition. Owners/managers should develop improved and effective decisions for implementing KM with IT capability. Originality/value: This is the first empirical study to look at the links among knowledge management, IT Capability and organisational performance in an ICT sector within an developing country context such as Jordan.