Tag Archives: Emotional Intelligence

THE EFFECT OF RELATIONSHIP MARKETING ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE HOSPITALITY SECTOR IN GHANA: THE MODERATING ROLE OF SERVICE PROVIDERS’ EMOTIONAL INTELLIGENCE (Published)

This study assesses the effect of relationship marketing on service quality and customer satisfaction from the perspective of the moderating role of emotional intelligence in the hospitality sector in Ghana. A descriptive quantitative research technique is employed. A random sample of 384 each of customers and customer service attendants of hotels, leisure centres, resorts and five-star restaurants in Accra are used as the source of data. According to findings, emotional intelligence makes a strong positive effect on relationship marketing at 5% significance level, r (288) = .785, p = .000. Though relationship marketing makes a strong positive effect on service quality (r = .712, p < .05) and customer satisfaction (r = .318, p < .05), these effects degenerate into negative ones when the effect of emotional intelligence on relationship marketing is controlled for. It is therefore recommended that firms in the hospitality sector give priority to equipping their customer service attendants with emotional intelligence to maximise service quality and customer satisfaction

Keywords: Customer Satisfaction, Emotional Intelligence, Hospitality Sector, Relationship Marketing, Service Quality

ANALYSIS OF THE IMPACT OF EMOTIONAL INTELLIGENCE ON ORGANISATIONAL PERFORMANCE: A BANKING PERSPECTIVE (Published)

The popularity of emotional intelligence in service marketing is on the ascendency. Its popularity could also be attributed to its potential for business growth. This study seeks to analyse and verify the impact of emotional intelligence on organisational growth in the banking sector of Ghana. The study adopts a quantitative research technique in which hypotheses are tested to verify the relationship between emotional intelligence and organisational growth in terms of return on investment. The study is based on 20 banks in Ghana. Pearson’s correlation test, partial correlation test and ordinary least squares regression analysis were used in testing hypotheses. Findings of this study indicate that emotional intelligence is positively related to organisational performance (p < .05). Emotional intelligence also significantly predicts organisational performance (p < .05) with a variability of 30.6%, while it has a significant moderating effect on the relationship between customer satisfaction and business performance (p < .05). It is recommended that banks formalise and regularise their investments in the acquisition of emotional intelligence skills for maximum organisational performance.

Keywords: Banking, Emotional Intelligence, Organisational Performance, Service delivery

IMPACT OF EMOTIONAL INTELLIGENCE AND SEX ON SECURITY CONSCIOUSNESS OF UNIVERSITY UNDERGRADUATES (Published)

This study investigated the impact of Emotional Intelligence and Sex on Security Consciousness of undergraduate students of Nnamdi Azikiwe University Awka. 872 participants were used for the study. They comprised of 412 males (47.2%) and 460 females (52.8%) aged between 18 – 35 years with a mean age of 26.5 years and standard deviation of 5.34. Trait Emotional Intelligence Questionnaire-short form (TEQue-SF) by Petrides and Furnham (2006) and Security Consciousness Inventory (SCI) by Umeobi (2013) were used to collect the data for this study. Three hypotheses were tested in the study. The first hypothesis which stated that “Students of high emotional intelligence will not differ significantly from those of low emotional intelligence on security consciousness” was rejected at F (864) = 7.20, P < .05. The second hypothesis which stated that “Male students will not differ significantly from female students on security consciousness” was rejected at F (864) = 17.64, P < .05. The third hypothesis which stated that “Emotional intelligence (high/low) and sex (male/female) will not have significant interaction effect on security consciousness among students” was accepted at F (864) = 1.11, P > .05. The results were discussed and recommendations were also made.

Keywords: Emotional Intelligence, Security and Security Consciousness., sex

DIMENSIONS OF EMOTIONAL INTELLIGENCE AS PREDICTORS OF JOB INVOLVEMENT AMONG TEACHERS (Published)

The study investigated how the dimensions of emotional intelligence can predict teachers’ job involvement in Obio/Akpor Local Government Area of Rivers State, Nigeria. It used 430 teachers drawn via purposive and simple random sampling techniques. Two research questions and two null hypotheses guided the study. Two instruments, dimensions of Emotional Intelligence Scale (DEIS) and Teachers’ Job Involvement Questionnaire were used for data collections. The internal consistency coefficients of 0.76 and 0.90 were obtained for DEIS and TJIQ respectively using Cronbach alpha method. The instruments were administered via direct delivery approach, and data collected were analysed using multiple regression statistics. After the analysis, it was found that emotional intelligence and its dimensions had significant predictions on teachers’ job involvement. Again that self-awareness had the highest prediction followed by self-management, social awareness and then relationship management. Based on the findings implications of the study and recommendations were stated

Keywords: Emotional Intelligence, Relationship Management and Job Involvement, Safe Awareness, Self Management, Social Awareness

DIMENSIONS OF EMOTIONAL INTELLIGENCE AS PREDICTORS OF JOB INVOLVEMENT AMONG TEACHERS (Review Completed - Accepted)

The study investigated how the dimensions of emotional intelligence can predict teachers job involvement in Obio/Akpor Local Government Area of Rivers State, Nigeria. It used 430 teachers drawn via purposive and simple random sampling techniques. Two research questions and two null hypotheses guided the study. Two instruments, dimensions of Emotional Intelligence Scale (DEIS) and Teachers’ Job Involvement Questionnaire were used for data collections. The internal consistency coefficients of 0.76 and 0.90 were obtained for DEIS and TJIQ respectively using Cronbach alpha method. The instruments were administered via direct delivery approach, and data collected were analysed using multiple regression statistics. After the analysis, it was found that emotional intelligence and its dimensions had significant predictions on teachers’ job involvement. Again that self-awareness had the highest prediction followed by self management, social awareness and then relationship management. Based on the findings implications of the study and recommendations were stated.

Keywords: Emotional Intelligence, Relationship Management And Job Involvem, Safe Awareness, Self Management, Social Awareness