THE EFFECT OF EMOTIONAL INTELLIGENCE TRAINING ON THE SERVICE QUALITY OF MELLAT BANK BRANCHES

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ALVANI S.M.; DADEH BEYGI M.

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Title

THE EFFECT OF EMOTIONAL INTELLIGENCE TRAINING ON THE SERVICE QUALITY OF MELLAT BANK BRANCHES

Author(s)

ALVANI S.M. | DADEH BEYGI M. | Issue Writer Certificate

Keywords

EMOTIONAL INTELLIGENCEQ2

SERVICE QUALITYQ2

PUBLIC BANKSQ3

TRAINING EMOTIONAL INTELLIGENCEQ3

Abstract

The subject of EMOTIONAL INTELLIGENCE has attracted the attention of many organizational managers and scholars in recent decade. The possibility of developing this type of intelligence has motivated many organizations to conduct El training programs for their employees. This study tends to examine the effect of El training program on the SERVICE QUALITY of Mellat bank branches. In This study, 10 branches of the bank were chosen as the research sample (five as the experiment and five as the control group). In the Pre-test phase EI level of the control group (using ECI test) and SERVICE QUALITY of both experiment and control groups (using SERVEPERF test) were measured. Then an eight-session El training program was conducted for each branch of the control group (having a total of 69 employees) for a period of two months. In the post test phase EI level of the trained employees and also SERVICE QUALITY of all the sample branches were measured once more. Results show that the EI level of the experiment group and its SERVICE QUALITY has had meaningful improvements while SERVICE QUALITY of the control group branches has not had a meaningful improvement. It could be concluded that Iranian PUBLIC BANKS could invest on developing their employees' EI and this would lead to improved SERVICE QUALITY.

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APA: Copy

ALVANI, S.M., & DADEH BEYGI, M.. (2007). THE EFFECT OF EMOTIONAL INTELLIGENCE TRAINING ON THE SERVICE QUALITY OF MELLAT BANK BRANCHES. IRANIAN JOURNAL OF MANAGEMENT SCIENCES, 2(7), 1-29. SID. https://sid.ir/paper/130388/en

Vancouver: Copy

ALVANI S.M., DADEH BEYGI M.. THE EFFECT OF EMOTIONAL INTELLIGENCE TRAINING ON THE SERVICE QUALITY OF MELLAT BANK BRANCHES. IRANIAN JOURNAL OF MANAGEMENT SCIENCES[Internet]. 2007;2(7):1-29. Available from: https://sid.ir/paper/130388/en

IEEE: Copy

S.M. ALVANI, and M. DADEH BEYGI, “THE EFFECT OF EMOTIONAL INTELLIGENCE TRAINING ON THE SERVICE QUALITY OF MELLAT BANK BRANCHES,” IRANIAN JOURNAL OF MANAGEMENT SCIENCES, vol. 2, no. 7, pp. 1–29, 2007, [Online]. Available: https://sid.ir/paper/130388/en

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