Emotional Intelligence And Its Impact On Service Quality Empirical Evidence From The Pakistani Banking Sector

Abstract

Emotional intelligence and service quality--this study was designed to examine the relationship between the said two variables. While using teacher made tools from the body of knowledge, data was collected through a self administered questionnaire from the officers of two leading banks in Pakistan; one was foreign bank that paid more attention to the improvement of service quality and the other one was well reputed, fastest growing local bank, did not spend much on quality issues as was the practice in foreign bank. SPSS version 12 was used for data analysis. The empirical analysis revealed that emotional intelligence is a strong predictor of service quality in case of foreign banking in Pakistan.