Enormity of emotional intelligence in indian banking sector

In present investigation the effort had been made to study relationship between service quality and emotional intelligence which is the indispensable factor to raise level of quality of service. For this purpose 4 banks were taken – 2 Public Sector nationalized banks –Bank of Baroda and Indian Overseas Banks and 2 Private sector foreign banks –HSBC and American Express as sample. A self made questionnaire was used for data collection from employees (age group 21-45) of above said leading banks. The dimensions of service quality which were taken into ambit of research were – courtesy, reliability, responsiveness, assurance and customer satisfaction. SPSS version 16 was used for data analysis. The empirical analysis revealed that there is strong relationship between emotional intelligence and service quality of banks though it is weak in case of the public sector banks as compared to private sector banks in India. An analysis conducted derives meaningful conclusions for furtherance of research.