文章基本信息

标题：Emotional Intelligence And Its Impact On Service Quality Empirical Evidence From The Pakistani Banking Sector
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作者：Hummayoun Naeem ; M. Iqbal Saif ; Wajeeha Khalil 等
期刊名称：International Business & Economics Research Journal
印刷版ISSN：1535-0754
电子版ISSN：2157-9393
出版年度：2011
卷号：7
期号：12
语种：English
出版社：The Clute Institute for Academic Research
摘要：Emotional intelligence and service quality--this study was designed to examine the relationship between the said two variables. While using teacher made tools from the body of knowledge, data was collected through a self administered questionnaire from the officers of two leading banks in Pakistan; one was foreign bank that paid more attention to the improvement of service quality and the other one was well reputed, fastest growing local bank, did not spend much on quality issues as was the practice in foreign bank. SPSS version 12 was used for data analysis. The empirical analysis revealed that emotional intelligence is a strong predictor of service quality in case of foreign banking in Pakistan.
关键词：Emotional Intelligence;Components of Service Quality;tangibles;responsiveness;reliability;empathy and assurance;Empirical Study;Pakistani Banking Industry