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Adebayo, Adekunbi Adesola (2024) An Analysis of The Impact of Emotional Intelligence on the Efficacy of Service Delivery in the Banking Sectors in Nigeria. Masters thesis, Dublin, National College of Ireland.
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Abstract
Emotional intelligence is the capacity to regulate one's own emotions, and it is a major determinant of interpersonal harmony within an organisation. To ensure efficient service delivery, a bank or similar organisation must prioritise employee engagement. The challenge of delivering the best financial services in Nigeria demonstrates the need for individual traits like self-awareness, empathy, and aptitude that are crucial to emotional capacity in delivering successful banking services. Similar to this, demand control theory looks at how much a person contributes to a profession in terms of their ability to pick up new skills, acquire new ideas, use multiple areas of their expertise at once, and demonstrate creativity in meeting customer requests. The main aim of the study is to determine how emotional intelligence affects the level of customer service that Bank employees provide.
To meet the goals of this study, the literature was reviewed to create an appropriate measurement. As a result, the Likest scale questionnaire method was used in the construction of the questionnaire. There are twenty-five questions on the questionnaire, which includes the introduction, participant demographics. Also, the questionnaire was structured from the various themes such as; Perceived Evaluation of Self-Awareness, Effectiveness of EI Strategies and Impact on service delivery. A total of 150 questionnaires were distributed to GT and Access Bank in Abuja Nigeria. 143 were returned with useful responses. The result was presented in simple tables, percentages, mean, standard deviation and graphs accompanied by a simple linear regression analysis. The results found that the widespread problems in Nigerian banks, where staff members frequently lacked the emotional intelligence required to build strong client relationships. GT and Access Bank employees' inconsiderate and indifferent behaviour, as reported by customers, emphasises how urgently emotional intelligence growth and instruction initiatives need to be improved. It was recommended that the bank managers should prioritise the wellbeing of their employees and employees should likewise practice self-awareness and prioritise skills to manage their emotions.
| Item Type: | Thesis (Masters) |
|---|---|
| Supervisors: | Name Email Ruf, Ruben UNSPECIFIED |
| Uncontrolled Keywords: | Emotional Intelligence; Nigerian banks; Customer satisfaction; Service delivery |
| Subjects: | D History General and Old World > DT Africa H Social Sciences > HG Finance > Banking H Social Sciences > HF Commerce > Customer Service B Philosophy. Psychology. Religion > Psychology > Emotional Intelligence H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management > Performance Management > Employee Engagement |
| Divisions: | School of Business > Master of Science in International Business |
| Depositing User: | Ciara O'Brien |
| Date Deposited: | 06 Jun 2025 11:15 |
| Last Modified: | 06 Jun 2025 11:15 |
| URI: | https://norma.ncirl.ie/id/eprint/7785 |
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