The Linkage of Emotional Intelligence, Service Performance, Service Quality with Customer Satisfaction A Case Study of Public and Private Sector Banks in India
In the context of importance given to EI in the organization, this study was taken up targeting the Public and Private Sector banks in India particularly in Madurai District, Tamil Nadu. Employees and customers of the selected banks of the above two sectors were taken as targeted population. Out of 346 banks 145 banks were selected for the study and each 1160 samples of employees and customers respectively were consulted. The relationship among Emotional Intelligence (EI) Service Performance (SP) and Service Quality (SQ) in providing better customer satisfaction was analyzed by employing various statistical techniques like, Frequency Analysis, Pearson Product Moment Correlation, and Multiple Regression analysis. The inter relationship and the model fit were evaluated by employing Structural Equation Modeling (SEM) The results of the above tests revealed the close and significant association of the EI, SP and SQ towards customer satisfaction.