A STUDY ON IDENTIFYING THE LEVEL OF EMOTIONAL INTELLIGENCE AMONG BANK MANAGERS IN MADURAI DISTRICT, SOUTH INDIA
Keywords:
Self-awareness, Emotional Intelligence, Self-regulation, Self- motivation, Empathy, Social skills, Emotional Intelligence IndexAbstract
In today’s competitive environment, customers are also increasingly aware of the alternatives on offer in relation to the services, provider organization and also of rising standards of service. Consequently, expectations rise and customers become more critical of the quality of service. Service quality, service delivery and customers’ delight are probably the most debatable issues gripping the banking industry of our country in general and Madurai district (Tamilnadu, South India) in particular. The thrust on efficient customer service has increased manifold with the onset of competition from private players and the initiation of banking reforms in India.
Indian Banking system is gearing itself towards more commercial and customer oriented banking system. This is a clear departure from the time it was expected to play only social and developmental role. The marketing and technology orientation has been throwing up new opportunities for the banking system in recent years. Banks have become much more demanding as well as complex and ambiguous places of work. The managers are expected to show there worth in creating conditions in which people can deliver the best results necessitating mastery of a set of new key competencies which includes emotional intelligence related competencies.
Thus an attempt is made by the researcher to identify the level of emotional intelligence among the bank branch managers and the various determinants of emotional intelligence required for a balanced state of emotion in a demanding, complex and ambiguous place of work.
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