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• W2596219097 abstract "This paper explores relationship between emotional intelligence (El) factors like competency, sensitivity and maturity on customer satisfaction among employees of Indian banks. The promotion of emotional development in service organizations assumes that ability to regulate emotions is a positive trait which is associated with customer satisfaction in service industry. This research has been carried out among 90 branch managers and customers of a bank in Madhya Pradesh. EI is found to be associated with customer satisfaction. Among three factors (maturity, sensitivity and competency) of EI, maturity of branch managers is major contributor to customer satisfaction. Introduction According to D. Singh, (2006) emotions are robust means arising in response to internal or external events, often resulting in sentiments of warmth. As emotionally intelligent individuals are more likely to manage their emotions lucratively, develop strong relationships with others, and experience positive effect as well as optimism (Koydemir, simsek, Schutz & Tipandjan, 2013), it may be worth exploring benefits of this construct with regard to its relationship with customer satisfaction. The banking institutions that are meant to serve customers have become highly competitive around country. Moreover, due to policies of apex bank, all commercial banks offer nearly same services. Therefore, over a period they have become almost same - a phenomenon called 'institutional isomorphism' (DiMaggio & Powell, 1983). Banks are, therefore, not only meant to serve needs of people, but also have to meet expectations of customers by understanding their apparent needs (Singh & Kaur, 2011). The current research intends to examine role of emotional intelligence (El) as a mechanism to enhance quality of customer service experience in banking sector. Emotional Intelligence & Climate for Service According to Salovey, Mayer, and Caruso (2002: 160), EI refers to the ability to process emotion-laden information competently and to use it to guide cognitive activities like problem solving and focus energy on required behaviors. EI reflects ability to reason with non-cerebral, essentially thinking with and about emotion, using a range of skills (Bar-on, 1997; Canute, 2005). Bar-On (1997) also emphasizes cognitive abilities/ skills such as problem-solving and reality testing as compliance components of EI while adapting to environmental demands. Goleman (2006) summarizes emotions are critical in managing, controlling and affirming that emotion does matter for rational working and wits cannot work at its best without EI. Customer satisfaction can be conceptualized as an emotional or a contemplative response to a judgmental process. We sway each other's frame of mind. Influencing another person's emotional state, for better or for worse, is perfectly natural; managers in service organizations do it constantly; transmitting emotions from one another is like some kind of communal virus. Higher levels of EI are required to build an active and stable company in this information era. The traits of EI, like empathy, proficiency, aptitude, maturity, self-regulation, and assurance are some of important preface towards commitment and getting best result from workers of today. A higher level of Emotional Quotient (EQ) is required to deal with demanding customers in service industry; though it requires high levels of El to retain customers in any kind of business. Very few measures of EI have been developed in India. Chadha and Singh (2001) developed an EI scale which is widely accepted and apt for Indian population. This test has been widely used and found consistent on Indian service mangers, bank managers, bureaucrats, and industrial trainees. Various definitions of EI were reviewed, but one recommended by Chadha and Singh (2001) is one cited since paper is meant to do a study in context of Indian population. …" @default.
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• W2596219097 date "2015-07-01" @default.
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• W2596219097 title "Emotional Intelligence & Customer Satisfaction in Indian Banks" @default.
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