The Effect of Perceived Human Capital and AI-Based Banking Services on the Perceived Business Performance of Bank Papua in West Papua, with Dynamic Capability as a Moderating Variable
Keywords:
human capital; AI-based banking services; dynamic capability; business performance; Bank Papua.
Abstract
Bank Papua faces the demands of digital transformation and human resource strengthening to sustain performance amid regional banking competition. This study examines the effect of perceived human capital and AI-based banking services on the perceived business performance of Bank Papua, and the moderating role of dynamic capability. A quantitative approach was applied through a survey of 178 active Bank Papua customers in West Papua Province selected via purposive sampling, with the sample size determined using the Lemeshow formula. Data were collected using a five-point Likert questionnaire covering 32 indicators and analysed through Moderated Regression Analysis (MRA) in IBM SPSS. The results show that perceived human capital (β=0.388; p<0.001), AI-based banking services (β=0.281; p<0.001), and dynamic capability (β=0.344; p<0.001) have a positive and significant effect on perceived business performance. Dynamic capability strengthens the effect of both perceived human capital (β=0.139; p=0.013) and AI-based banking services (β=0.225; p<0.001) on performance. The model explains 56.2% of the variance in perceived business performance. These findings extend the Resource-Based View and Dynamic Capability Theory to the regional banking context and offer practical guidance for Bank Papua management in aligning employee competence with artificial-intelligence-based services.
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Wamba-Taguimdje, S. L., Fosso Wamba, S., Kala Kamdjoug, J. R., & Tchatchouang Wanko, C. E. (2020). Influence of artificial intelligence ({AI}) on firm performance: The business value of {AI}-based transformation projects. Business Process Management Journal, 26(7), 1893–1924. https://doi.org/10.1108/BPMJ-10-2019-0411
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Wright, P. M., McMahan, G. C., & McWilliams, A. (1994). Human resources and sustained competitive advantage: A resource-based perspective. The International Journal of Human Resource Management, 5(2), 301–326. https://doi.org/10.1080/09585199400000020
Yeow, A., Soh, C., & Hansen, R. (2018). Aligning with new digital strategy: A dynamic capabilities approach. Journal of Strategic Information Systems, 27(1), 43–58. https://doi.org/10.1016/j.jsis.2017.09.001
Ashta, A., & Herrmann, H. (2021). Artificial intelligence and fintech: An overview of opportunities and risks for banking, investments, and microfinance. Strategic Change, 30(3), 211–222. https://doi.org/10.1002/jsc.2404
Barney, J. B. (1991). Firm Resources and Sustained Competitive Advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108
Becker, G. S. (1964). Human capital: A theoretical and empirical analysis, with special reference to education. University of Chicago Press.
Belanche, D., Casaló, L. V, & Flavián, C. (2019). Artificial intelligence in fintech: Understanding robo-advisors adoption among customers. Industrial Management & Data Systems, 119(7), 1411–1430. https://doi.org/10.1108/IMDS-08-2018-0368
Crook, T. R., Todd, S. Y., Combs, J. G., Woehr, D. J., & Ketchen, D. J. (2011). Does human capital matter? A meta-analysis of the relationship between human capital and firm performance. Journal of Applied Psychology, 96(3), 443–456. https://doi.org/10.1037/a0022147
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340.
Eisenhardt, K. M., & Martin, J. A. (2000). Dynamic capabilities: What are they? Strategic Management Journal, 21(10–11), 1105–1121. https://doi.org/10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E
Huang, M.-H., & Rust, R. T. (2021). A strategic framework for artificial intelligence in marketing. Journal of the Academy of Marketing Science, 49(1), 30–50. https://doi.org/10.1007/s11747-020-00749-9
Karimi, J., & Walter, Z. (2015). The role of dynamic capabilities in responding to digital disruption: A factor-based study of the newspaper industry. Journal of Management Information Systems, 32(1), 39–81. https://doi.org/10.1080/07421222.2015.1029380
Kumar, V., Rajan, B., Venkatesan, R., & Lecinski, J. (2019). Understanding the role of artificial intelligence in personalized engagement marketing. California Management Review, 61(4), 135–155. https://doi.org/10.1177/0008125619859317
Lemeshow, S., Hosmer, D. W., Klar, J., & Lwanga, S. K. (1990). Adequacy of sample size in health studies. World Health Organization.
Manser Payne, E., Peltier, J. W., & Barger, V. A. (2021). Enhancing the value co-creation process: Artificial intelligence and mobile banking service platforms. Journal of Research in Interactive Marketing, 15(1), 68–85. https://doi.org/10.1108/JRIM-10-2020-0214
Mikalef, P., & Gupta, M. (2021). Artificial intelligence capability: Conceptualization, measurement calibration, and empirical study on its impact on organizational creativity and firm performance. Information & Management, 58(3), 103434. https://doi.org/10.1016/j.im.2021.103434
Nguyen, T. T., Nguyen, N. P., & Tran, H. V. (2022). Digital transformation and firm performance: The role of dynamic capabilities. Technological Forecasting and Social Change, 180, 121673. https://doi.org/10.1016/j.techfore.2022.121673
Ployhart, R. E., & Moliterno, T. P. (2011). Emergence of the human capital resource: A multilevel model. Academy of Management Review, 36(1), 127–150. https://doi.org/10.5465/amr.2009.0318
Rahman, M., Ming, T. H., Baigh, T. A., & Sarker, M. (2023). Adoption of artificial intelligence in banking services: An empirical analysis. International Journal of Emerging Markets, 18(10), 4270–4300. https://doi.org/10.1108/IJOEM-06-2020-0724
Shao, Z., Zhang, L., Li, X., & Guo, Y. (2019). Antecedents of trust and continuance intention in mobile payment platforms. Electronic Commerce Research and Applications, 33, 100823. https://doi.org/10.1016/j.elerap.2018.100823
Teece, D. J. (2007). Explicating dynamic capabilities: The nature and microfoundations of (sustainable) enterprise performance. Strategic Management Journal, 28(13), 1319–1350. https://doi.org/10.1002/smj.640
Teece, D. J., Pisano, G., & Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 18(7), 509–533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17. https://doi.org/10.1509/jmkg.68.1.1.24036
Venkatraman, N., & Ramanujam, V. (1986). Measurement of business performance in strategy research: A comparison of approaches. Academy of Management Review, 11(4), 801–814. https://doi.org/10.5465/amr.1986.4283976
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. Journal of Strategic Information Systems, 28(2), 118–144. https://doi.org/10.1016/j.jsis.2019.01.003
Wamba-Taguimdje, S. L., Fosso Wamba, S., Kala Kamdjoug, J. R., & Tchatchouang Wanko, C. E. (2020). Influence of artificial intelligence ({AI}) on firm performance: The business value of {AI}-based transformation projects. Business Process Management Journal, 26(7), 1893–1924. https://doi.org/10.1108/BPMJ-10-2019-0411
Warner, K. S. R., & Wager, M. (2019). Building dynamic capabilities for digital transformation: An ongoing process of strategic renewal. Long Range Planning, 52(3), 326–349. https://doi.org/10.1016/j.lrp.2018.12.001
Wright, P. M., McMahan, G. C., & McWilliams, A. (1994). Human resources and sustained competitive advantage: A resource-based perspective. The International Journal of Human Resource Management, 5(2), 301–326. https://doi.org/10.1080/09585199400000020
Yeow, A., Soh, C., & Hansen, R. (2018). Aligning with new digital strategy: A dynamic capabilities approach. Journal of Strategic Information Systems, 27(1), 43–58. https://doi.org/10.1016/j.jsis.2017.09.001
Published
2026-08-24
How to Cite
Balia, N., & Manuel Lambi. (2026). The Effect of Perceived Human Capital and AI-Based Banking Services on the Perceived Business Performance of Bank Papua in West Papua, with Dynamic Capability as a Moderating Variable. International Journal of Education, Vocational and Social Science , 5(03), 8413-8430. https://doi.org/10.63922/ijevss.v5i03.5632
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