Impact of Emotional Intelligence on Performance of Employees in Service Industry

Tanu Goel; Tanvir Hussein

Tanu Goel Research Scholar, Shri Venkateshwara University, India
Tanvir Hussein Associate Professor, Accrediation &Ranking Unit, Deanship of Quality & Academic Assessment, University of Dammam, Kingdom of Saudi Arabia

Abstract

Customer satisfaction is the ultimate goal of any service industry and banking is one such industry whose main objective is to retain
its customers. Inspite of a number of research studies being conducted in the field of consumer behaviour, the research involving
customer retention especially in the service industry is still evolving. The study explores the link between the factors of EI influencing an employees’ service performance and its impact on retaining the customers. The result proves that the service performance of
the employees and their capability to retain the customer is dependent on the following emotional intelligence dimensions namely;
social awareness, self-regulation and self-awareness. However, the results also state that as social awareness increases the service
performance declines while the capability to retain the customer declines as self-regulation increases. Emotional intelligence is becoming increasingly popular within management, industrial thinkers, organizational psychologists and HR personnel as a measure
for identifying potentially successful candidates, their promotions, training & development needs of the employees. Banking sector
should not be untouched in this respect, as a result the researcher opted to research on an empirical study of emotional intelligencewith special reference to the employees of Syndicate Bank.