The Impact of Artificial Intelligence (AI) on Organizational Culture and Employee Relationships in the Credit Department: A Case Study of a Financial Institution
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Abstract
This research aims to study the impact of AI implementation on organizational culture in a financial institution's credit department and analyze changes in employee relationships. The study employs a qualitative phenomenological approach, collecting data through in-depth interviews and participant observations from 20 key informants, including senior executives, team leaders, and credit analysts. Data analysis was conducted using content analysis and verified through theoretical triangulation. The findings reveal three significant changes: (1) the transformation of organizational culture towards data-driven operations and evidence-based decision-making, (2) the evolution of employee relationships towards Human-AI Collaboration to solve complex problems, and (3) the development of new essential skills in data analytics, communication, and adaptability. These findings lead to policy recommendations for change management and personnel development, emphasizing the balance between AI utilization, preserving human resource value, and developing appropriate training approaches. This enables organizations to utilize AI effectively and sustainably.
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