Emotional Intelligence and it's impact on service quality

By Jothi Murugan and Meenaprabha Sathappan

The present study aims primarily at finding out the importance of Emotional Intelligence at the workplace in influencing the performance of employees in order to enhance customer's satisfaction in the banking sector in India, particularly in Madurai District, Tamil Nadu. Various statistical tools were employed to analyze the collected data for the above four questionnaires. The results of the data analysis revealed that there is perfect correlation among EI, Performance and Service Quality. The EI relatively influence Performance and the performance drives the Service Quality. The result of the Structural Equation Model (SEM) confirmed the model fit.

• Format: Paperback
• Language: English
• ISBN: 6206155188
• ISBN13: 9786206155188
• Release Date: April 2023
• Publisher: LAP Lambert Academic Publishing
• Length: 284 Pages
• Weight: 0.92 lbs.
• Dimensions: 0.6" x 6.0" x 9.0"