Emotional Intelligence & Customer Satisfaction in Indian Banks

This paper explores the relationship between emotional intelligence (EI) factors like competency, sensitivity and maturity on customer satisfaction among employees of Indian banks. The promotion of emotional development in service organizations assumes that the ability to regulate emotions is a positive trait which is associated with customer satisfaction in the service industry. This research has been carried out among 90 branch managers and the customers of a bank in Madhya Pradesh. EI is found to be associated with customer satisfaction. Among the three factors (maturity, sensitivity and competency) of EI, maturity of branch managers is the major contributor to customer satisfaction.