Emotional Intelligence in Banks-An Empirical Study
Priti Verma1, Nidhi Arora2
1Dr. Priti Verma, Assistant Professor, School of Business Studies, Sharda University, Greater Noida (U.P), India.
2Dr. Nidhi Arora, Director-Dr. Ambedkar Institute of Management, Bangalore (Karnataka), India.
Manuscript received on 01 May 2019 | Revised Manuscript received on 15 May 2019 | Manuscript published on 30 May 2019 | PP: 2624-2627 | Volume-8 Issue-7, May 2019 | Retrieval Number: G5743058719/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Development of any country mainly depends upon the robust banking system. In 21st century, the technological advancements have brought a paradigm shift in the banking sector and all the banks have upgraded their technology and infrastructure. This, therefore, is no longer a distinguishing factor to provide a competitive edge to banks over their competitors. Banking sector, being service sector, cannot ignore the significance of personal people handling, interpersonal relations and communication with the customer .Today, customer retention is a big challenge. Despite dazzling infrastructure, rapid and convenience services to customer and speedy implementation of various projects; the customer retention requires skilling of employees in Emotional Intelligence as it along with its paraphernalia – emotional self-awareness, Self-regulation, controlled emotions, thoughtful thinking, empathy and Social skills, can provide further impetus to growth. The blending of technology and emotional intelligence, Intelligence Quotient and Emotional Quotient, in the Indian banking sector can lead to enhanced customer satisfaction and can facilitate the development of the banking industry as well as of the Indian economy. Hence, the paper, attempts to evaluate the connection between emotional intelligence in public sector and private sector banks.
Keyword: Emotional intelligence (EQ), Globalization, Scio-Emotional, Cultural, Intelligence Quotient (IQ), Performance.
Scope of the Article: Swarm Intelligence