Probing The Linkage Between Emotional Intelligence And Customer Relationship Management In The Banking Industry

Abstract

The study aimed to identify whether the emotional intelligence of employees in the banking sector influences customer relationship management. For the study, an opinion based survey was made adopting a descriptive research design. The data was collected from 106 employees, Assistant Manager and Manager in banking sectors using a structured questionnaire. For the study, the researcher has adopted the purposive sampling technique. Through the analysis made it was found that the majority of the respondents working in banking were female belonging to employee carder from all the age categories. Using the result it was found that, there is no significant difference in the emotional intelligence of the banking employees and their opinion on the customer relationship management practices adopted by the bankers. It was found that; Adaptability, stress management skill and self-motivation are the important emotional intelligence characteristics found among banking employees. Also, it was found that increased customer satisfaction, timely delivery of financial services and increasing No. of customers are the important result obtained due to emotional intelligent employees handling customer relationship management. The result indicates that there is a significant impact of Emotional Intelligence impacts on Customer relationship Management.