Emotional Intelligence and it's impact on service quality

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.

Autorentext

Dr.P.Meenaprabha, Assistant Professor, Department of Business Administration, Thiagarajar College, Madurai.Dr.T.Jothimurugan, Director, Department of Mnagement Studies, KLN College of Engineering, Pottapalayam, Madurai.