1Department of Business Administration, Faculty of Management Sciences, Univ. of Ilorin, Ilorin
2Department of Business Administration, Landmark University, Omu-Aran, Kwara State
3Banking and Finance Department, Yaba College of Technology, Yaba, Lagos, Nigeria
4Department of Business Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria
*Addressfor correspondence Dr. Adeoti. J.0 Department of Business Administration, Faculty of Management Sciences, University of Ilorin, Ilorin, Nigeria Mobile: +2348035846546 E-mail: drpastorjoadeoti@yahoo.com
Online published on 4 October, 2019.
Personal competence and social competence are elements of emotional competencies. For the leaders and employees involved in the provision of health care, great interpersonal, intrapersonal and relationship management and technical skills are paramount. Such people have advantages in every areas of life over others as they have more control over their emotions constantly. The learning and practice of these skills help improve their performance in service delivery and thus increase customer/patients satisfaction.
This paper investigated the impact ofpersonal competence on service quality delivery in hospitals in Ilorin Metropolis.
A Quantitative survey approach and cross-sectional design was used. The population consisted of2 l 9 private hospitals and 90 public hospitals. A sample of 62 private hospitals and l 1 public hospitals was selected.
Self-Awareness and Self-Management are significant with p-value of 0.002 and 0.009 respectively which are less than 0.05. The R2 value shows that 79.2% of variation in personal competence in service delivery is explained by Self-Awareness and Self-Management.
The study concluded that the feelings of healthcare workers affect their service delivery and their intrapersonal relationship.
Emotional Intelligence, Personal Competence, Self-Awareness, Self-Management
