Journal of Engineering, Project, and Production Management, 2026, 16(3), 2025-244
Optimizing Service Production and Project Outcomes: The Role of Business Intelligence and Work Environment in Palestinian Banks
Ph.D. Researcher, Department of Business Administration, Faculty of Graduate Studies, Palestine Ahliya University, Bethlehem, Palestine, E-mail: muhd1002.me@gmail.com
Project and Production Management
Received November 2, 2025; revised December 17, 2025; accepted December 17, 2025
Available online April 8, 2026
Abstract: In the modern banking industry, the performance of service production systems, where transaction and compliance processes and digital transformation projects coexist, is considered the core for any bank. This research aims to investigate the effect of both business intelligence (BI) as an operational control and project monitoring mechanism and work environment (WE) as social and organizational conditions on employee satisfaction (ES) and perceived operation effectiveness (POE) in the banks of Palestine. Socio-Technical Systems (STS) Theory addresses the integration of the technological aspect with that of the human aspect as subsystems to explain how clarity of data, feedback, and psychological safety impact the levels of workers' engagement and performance. A quantitative, cross-sectional method was adopted to study a stratified random sample of 216 employees across 13 banks. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the data. The findings show that BI and WE have a positive impact on satisfaction and operational effectiveness. Plus, Employee Empowerment (EE) fully mediates the relationship between BI and satisfaction but did not succeed in doing so between WE and satisfaction. The R2 for the model is 0.68. This research contributes to the STS Theory by laying down an understanding of business intelligence (BI) as a control mechanism that interacts with social conditions to maintain the production of services, processes, and projects in a politically and economically restricted environment. A concept of informational empowerment is added to this research to show how the availability of updated data can replace hierarchical power to lead voluntary actions. Beyond that, this research employs STS theory to integrate BI, empowerment, and work environment aspects in the Digital Transformation Projects of the banking industry in countries with limited economies and political conflicts.
Keywords: Banking performance, business intelligence, employee satisfaction, socio-technical systems, work environment.
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Citation: Eid, M. A. (2026). Optimizing Service Production and Project Outcomes: The Role of Business Intelligence and Work Environment in Palestinian Banks. Journal of Engineering, Project, and Production Management, 16(3), 2025-244.
