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- Title
Emotional Intelligence and Work Satisfaction Among Banking Professionals in India: An Empirical Study.
- Authors
Mathur, Ashish; Vikas, Sona; Garg, Urvee; Dagar, Meghna; Verma, Samiksha
- Abstract
High customer interaction is required in the banking industry, making emotional intelligence an indispensable skill for bankers. The aim of this study is to examine the relationship between emotional intelligence and work satisfaction amongst banking professionals in India. While a myriad of studies have been conducted on emotional intelligence in the banking industry, there have been very few in the Indian setup. After conducting the primary study and collecting data from 600 professionals in India's banking sector, the outcome reveals that both emotional intelligence and work satisfaction are significantly related to each other. The findings indicate that the higher the emotional intelligence among employees, the higher their work satisfaction. Banks are part of the service industry and must comprehend customer requirements, aspirations, and ambitions in order to establish a good perception among customers. Banks should invest in a robust customer relationship management technology that enables them to comprehend their customers' desires when engaging with them, allowing them to cross-sell various offerings based on demand. Human capital is critical in ensuring the banking sector's growth and continuation. That is why high emotional intelligence among banking professionals is necessary for the banks to be successful in achieving customer satisfaction and retention.
- Subjects
INDIA; EMOTIONAL intelligence; CUSTOMER relationship management; CUSTOMER satisfaction; EMPIRICAL research; RETAIL banking; BANKING industry; JOB satisfaction; BANKING laws
- Publication
IUP Journal of Organizational Behavior, 2022, Vol 21, Issue 3, p69
- ISSN
0972-687X
- Publication type
Article