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A study on emotional intelligence and its impact on service quality: evidence from the banking industry

Author

Listed:
  • Padmanathan Meenaprabha

    (Affiliated to Madurai Kamaraj University)

  • Kasilingam Lingaraja

    (Affiliated to Madurai Kamaraj University)

  • Rajendran Arun Prasath

    (Affiliated to Madurai Kamaraj University)

  • Madheswaran Madhavan

    (Affiliated to Madurai Kamaraj University)

  • Lakshmanan Eswaran

    (Affiliated to Madurai Kamaraj University)

Abstract

This study was designed to examine the relationship among the four variables, i.e., Emotional Intelligence, Service Performance, Service Quality, and Customer Satisfaction. The data were collected through a self-administered questionnaire from the 2320 bank employees and bank customers of leading banks in India. The study is carried in south region of India. The data were analyzed using the latest version of SPSS 21 versions. The findings of the research study have relatively confirmed the correlation between Emotional Intelligence and Service Performance, Service Performance and Service Quality, Service quality and Customer Satisfaction. The empirical analysis revealed and evident that each of the above significantly influences one another toward customer satisfaction, which is the topmost goal of the bank or any service organization. This study found that there are significant gaps in the service quality, which can effectively be rectified with suitable and effective training to employees in the Emotional Intelligence process for enhancing the customer’s satisfaction in the banking Industry. The findings of the research would be very useful for managers whose aim is to improve the current practices of their banking businesses and provides suggestions to Banking industries on how to gain new customers and retain old customers, which can lead to the success of the organization in the long run.

Suggested Citation

  • Padmanathan Meenaprabha & Kasilingam Lingaraja & Rajendran Arun Prasath & Madheswaran Madhavan & Lakshmanan Eswaran, 2025. "A study on emotional intelligence and its impact on service quality: evidence from the banking industry," Future Business Journal, Springer, vol. 11(1), pages 1-16, December.
    • Handle: RePEc:spr:futbus:v:11:y:2025:i:1:d:10.1186_s43093-025-00548-0
    DOI: 10.1186/s43093-025-00548-0
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    1. Mohamed Samy ElDeeb & Yasser Tawfik Halim & Esmat Mostafa Kamel, 2021. "The pillars determining financial inclusion among SMEs in Egypt: service awareness, access and usage metrics and macroeconomic policies," Future Business Journal, Springer, vol. 7(1), pages 1-19, December.
    2. Pamela Liana & Jan-Erik Jaensson & Goodluck Mmari, 2023. "Service quality dimensions as predictors of customer loyalty in mobile payment services: moderating effect of gender," Future Business Journal, Springer, vol. 9(1), pages 1-15, December.
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    6. Samia ElSayed Mahmoud & Mohamed El-Sayed Mousa, 2025. "Does benevolent leadership affect the organizational identification of nursing staff? The mediating role of forgiveness climate and the moderating role of positive emotions," Future Business Journal, Springer, vol. 11(1), pages 1-20, December.
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