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

Padmanathan Meenaprabha (), Kasilingam Lingaraja (), Rajendran Arun Prasath (), Madheswaran Madhavan () and Lakshmanan Eswaran ()
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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

Future Business Journal, 2025, vol. 11, issue 1, 1-16

Abstract: 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.

Keywords: Emotional intelligence; Service quality; Customer satisfaction; Indian banking industry; Bank employees; Bank customers (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1186/s43093-025-00548-0

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