The Role of Artificial Intelligence in Achieving Sustainable Development through the Mediation of Service Quality: An Applied Study on the Employees of the Directorate of Youth and Sports in Dakahlia Governorate.

Author

Sania Mohamed Ahmed Soliman Sabaa
Islam Omar Hassan Mohamed Khashaba

Abstract

The current study aims to measure the role of artificial intelligence in achieving sustainable development through service quality as a mediating variable, applied to employees at the Directorate of Youth and Sports in Dakahlia Governorate. The study relied on a questionnaire directed to a sample of (343) individuals, selected using a stratified random sampling method from the employees of the directorate. Data were analyzed using SPSS V26 and AMOS V26 programs to test the study hypotheses. The results revealed a significant positive correlation between the use of artificial intelligence techniques and achieving the dimensions of sustainable development (economic, social, and environmental dimensions). The results also showed that artificial intelligence effectively contributes to improving the service quality provided through its dimensions (reliability, responsiveness, security, empathy, and tangibility), which in turn positively impacts achieving sustainable development in public institutions The study confirmed the mediating role of service quality in the relationship between artificial intelligence and sustainable development, as service quality acts as a link that enhances the impact of artificial intelligence tools on improving institutional performance and achieving development goals. No significant differences were found in participants’ opinions based on demographic variables (gender, age, education level, and years of experience). In light of the results, the study recommends expanding the use of artificial intelligence in administrative and service processes, developing employees’ skills in dealing with smart technologies, and focusing on improving service quality as a key input to effectively achieve sustainable development.

Keywords: Artificial Intelligence – Sustainable Development – Service Quality

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