The Impact of Business Intelligence on Organizational Excellence: the Mediating Role of Organizational Citizenship Behavior




Business Intelligence, Organizational Excellence, Organizational Citizenship Behav¬ior, Jordanian Banks


Purpose: The aim of this study is to examine the effect of business intelligence on organizational excellence in Jordanian banks.


Theoretical Framework: The research model determine the impact of business intelligence in its dimensions (response, flexibility and speed) on organizational excellence and studying the mediating role of organizational citizenship behavior on the relationship between business intelligence and organizational excellence.


Design/ Methodology/ Approach: The questionnaire was study’s main tool for collecting data; where (240) questionnaires were distributed, and (183) questionnaires were retrieved for analysis. Analyzing data was conducted using a set of statistical methods including Cronbach's alpha along with a normality test, standard deviation, exploratory factor analysis, confirmatory factor analysis, simple linear regression and multiple regression using SPSS-V20 and AMOS -V23 software’s.


Findings: The results of this study revealed that there is a statistically effect for business intelligence dimensions on organizational excellence, and There is a statistically impact for organizational citizenship behavior in improving the effect of business intelligence on organizational excellence.


Research, Practical & Social implications: Depending on the study results, banks shall provide the concept of business intelligence and its priority practices at work, as being necessary for all directors; also, they shall develop capabilities of Directors working for banks should be done by holding specialized courses.


Originality / Value: The study indicates that banks are interested to achieve a high level of organizational excellence and all that achieves this high level, through many practices, including goal setting and striving to achieve them, focusing on performing appropriate work, meeting customer requirements on time, and ensuring that employees are encouraged to innovate.


Download data is not yet available.


Ajaif, M. (2008). Culture of Excellence in Some Semi Government Organizations in Dubai”, Paper for Quality Congress Middle East2 Creating an Architecture of Quality and Excellence in the Middle East: Responsibilities: Challenges and Strategies, Dubai: e-TQM College.

Alhadid, A.Y. (2016) The Effect of Organization Agility on Organization Performance. International Review of Management and Business Research. ISSN: 2306-9007,Vol. 5 Issue.1

Alzoubi, A. E., Al-otoum, F. J., & Albatainh, A. K. (2011). Factors Associated affecting Organization Agility on Product Development. International Journal of Research and Reviews in Applied Sciences, 9, 503-515.

Arokodare M.Asikhiia O. and Makinde,G.(2019) Strategic Agility and Firm Performance: The Moderating Role of Organisational Culture. Business Management Dynamics Vol.9, No.03, Sep 2019, pp.01-12

Attafar, A., Ghandehari, M., &Momeni, G.,(2012),” Study of Required Organizational Base for Implementation of Agility”, Interdisciplinary Journal of Contemporary Research in Business, Vol. 3, No. 11 ,pp. 180-190.

Aval, S; Haddadi, E; keikha, A (2017). Investigating the effect of organizational citizenship behavior) OCB( components on organizational agility. Interdisciplinary journal of education, 1(1), 59- 67.

Chamanifard.R, Nikpour.A, Chamanifard.S, Nobarieidishe.S.,(2015),” Impact of organizational agility dimensions on employee’s organizational commitment in Foreign Exchage Offices of Tejarat Bank, Iran”, Journal of Natural and Social Sciences, , Vol. 1 , pp. 199-207.

Chamanifard.R, Nikpour.A, Chamanifard.S, Nobarieidishe.S.,(2015),” Impact of organizational agility dimensions on employee’s organizational commitment in Foreign Exchage Offices of Tejarat Bank, Iran”, Journal of Natural and Social Sciences, , Vol. 1 , pp. 199-207.

Dahmardeh, N. & Banihashemi, Sayyid Ali. (2010). Organizatinal agility and agile manufacturing. European Journal of Economics, Finance and Administrative Sciences. 178-184.

Darvishmotevali, M., Tajeddini, K., (2019). Understanding organizational agility: Evidence from the hotel industry in Iran. In: Tajeddini, K., Ratten, V., Merkle, T. (Eds.), Tourism, Hospitality and Digital Transformation: Strategic Management Aspects. Innovation and Technology Horizons.

David.G, Bruce. C, Brett. R, Jolyon.S , Penny.B , Joanna.R , (2018) "Applying an organisational agility maturity model", Journal of Organizational Change Management,

Dehaghan, Z. A.; Pourtaher, M. (2014). A study on effective factors on organizational excellence based on Booneh and Johnson model: case study Medical Science University of Yasuj, WALIA Journal, 30(S2), 141-146.

Denning, S. (2019). The quest for genuine business agility. Strategy & Leadership. Denzin, N. K. (2012). Triangulation 2.0. Journal of mixed methods research, 6(2), 80-88.

Edgeman, R. (2018). Excellence models as complex management systems: An examination of the Shingo operational excellence model. Business Process Management Journal, 24(6), 1321–1338.

Erande, A., &Verma, A. (2008). Measuring Agility of Organizations- A Comprehensive Agility Measurement Tool (CAMT). Old Dominion University, Proceedings of the 2008 IAJC-IJME International Conference.

Geus, C. J., Ingrams, A., Tummers, L., & Pandey, S. K. (2020). Organizational Citizenship Behavior in the Public Sector: A Systematic Literature Review and Future Research Agenda. Public Administration Review, 80(2), 259-270

Hair، J، F، Black، W. C،Babin، B. J، Anderson، R، E، and Tatham، R، L.(2010). Multivariate Data Analysis (6thed): Prentice Hall.

Hamad, Zaina & Yozgat, Uğur. (2017). Does organizational agility affect organizational learning capability? Evidence from commercial banking. Management Science Letters. 7. 10.5267/j.msl.2017.5.001.

Hayat Bhatti, M., Ju, Y., Akram, U., Hasnat Bhatti, M., Akram, Z., & Bilal, M. (2019). Impact of participative leadership on organizational citizenship behavior: Mediating role of trust and moderating role of continuance commitment: Evidence from the Pakistan hotel industry. Sustainability, 11(4), 1170

Khoshlahn, M., &Ardabili, F. S. (2016). The Role of Organizational Agility and Transformational Leadership in Service Recovery Prediction. Procedia Social and Behavioral Sciences, 230, 142–149. doi: 10.1016 / j.sbspro.2016.09.018.

Kuleelung, T. &Ussahawanitchakit, P., (2015), "Organizational agility and firm performance: evidence from information and communication technology (ICT) businesses in Thailand", The Business and Management Review, Vol..7, No.1, pp. 206-217.

Laher, S. (2010). Using exploratory factor analysis in personality research: Best-practice recommendations. SA Journal of Industrial Psychology | Vol 36, No 1 | a873 | DOI:

Maharani, Vivin & Troena, Eka & Noermijati, Noermijati. (2013). Organizational Citizenship Behavior Role in Mediating the Effect of Transformational Leadership, Job Satisfaction on Employee Performance: Studies in PT Bank Syariah Mandiri Malang East Java. International Journal of Business and Management. 8. 10.5539/ijbm.v8n17p1.

Mahdi, F. S., Noorullah, A. S., & Jasim, R. H. (2023). Supporting the Internal Control of Banks with the Methods of Performance and Financial Intelligence to Achieve Leadership in Business: an Analytical Study of a Sample of Iraqi Banks. International Journal of Professional Business Review, 8(2), e01160.

Mezo, P. G., & Short, M. M. (2012). Construct validity and confirmatory factor analysis of the Self-Control and Self-Management Scale. Canadian Journal of Behavioural Science / Revue canadienne des sciences du comportement, 44(1), 1–8

Mohamed, M. S., Khalifa, G. S., Nusari, M., Ameen, A., Al-Shibami, A. H., & Abu-Elhassan, A. E. (2018). Effect of Organizational Excellence and Employee Performance on Organizational Productivity Within Healthcare Sector in the UAE. Journal of Engineering and Applied Sciences, 13(15), 6199-6210.‏

Nafei, W.A (2016). The Role of Organizational Agility in enhancing organizational excellence: A study on telecommunications sector in Egypt. International Journal of Business and Management; Vol. 11, No. 4; 2016

Nafei, Wageeh (2016) Organizational Agility: The Key to Organizational Success. International Journal of Business and Management 11(5):296 • April 2016.

Okotoh, M.A. (2015). The Perceived Effect of Reward Management Practices on Factors Influencing Employee Retention at Communications Authority Of Kenya. Master. Thesis. University of Nairobi, Kenya.

Organ,D.(1997) Organizational Citienship Behavior:Its construrt clean-Up Time,Human Performance,10(2):85-97.

Pinar.M; Girard.T, (2008). Investigating the Impact of Organizational Excellence and Leadership on Achieving Business Performance: An Exploratory Study of Turkish Firms. The SAM Advanced Management Journal. Vol. 73, No. 1, Winter 2008, pp. 29-45

Qiu, Y., Lou, M., Zhang, L., & Wang, Y. (2020). Organizational Citizenship Behavior Motives and Thriving at Work: The Mediating Role of Citizenship Fatigue. Sustainability, 12(6), 2231.‏

Qiu, Yang & Lou, Ming & Zhang, Li & Wang, Yiqin. (2020). Organizational Citizenship Behavior Motives and Thriving at Work: The Mediating Role of Citizenship Fatigue. Sustainability. 12. 2231. 10.3390/su12062231.

Sadeghi, Ghasem & Ahmadi, Masoud & Yazdi, Maryam. (2016). The relationship between organizational citizenship behavior and organizational performance (case study: Agricultural Jihad Organization of Mazandaran Province). Problems and Perspectives in Management. 14. 317-324. 10.21511/ppm.14(3-si).2016.03.

Sekaran, U. (2010) Research Methods for Business: A Skill-Building Approach. 4th Edition, John Wiley & Sons, UK.

Teece, D., Peteraf, M., & Leih, S. (2016). Dynamic capabilities and organizational agility: Risk, uncertainty, and strategy in the innovation economy. California Management Review, 58(4), 13–35.

Walter, AT. (2020). Organizational agility: ill-defined and somewhat confusing? A systematic literature review and conceptualization. 10.1007/s11301-020-00186-6, 2198-1639.

Young .A.G., (2013), "Identifying The Impact of Leadership Practices on Organizational Agility, ", partial fulfillment of the requirements for the degree of Master of Science in Organization Development, Pepperdine University.

Zhou, J., San, O. T., & Liu, Y. (2023). Design and Implementation of Enterprise Financial Decision Support System Based on Business Intelligence. International Journal of Professional Business Review, 8(4), e0873.




How to Cite

Aljarrah, M., Hatamleh, A., Zawaideh, F. H., Al-kaseasbeh, H. M., & Alkhazali, A. R. (2023). The Impact of Business Intelligence on Organizational Excellence: the Mediating Role of Organizational Citizenship Behavior. International Journal of Professional Business Review, 8(5), e01694.