THE RELATIONSHIP BETWEEN EMOTIONAL QUOTIENT OF EMPLOYEES WITH THE LEVEL OF QUALITY OF SERVICES PRODUCED FOR CLIENTS IN THE MINISTRY OF WELFARE AND SOCIAL SECURITY

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AHMADI SEYED ALI AKBAR; KHANI YOUSEF; HOSHYAR AYLAR

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Journal: Social Welfare Year:2013 | Volume:13 | Issue:49 Page(s): 89-106

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Title

THE RELATIONSHIP BETWEEN EMOTIONAL QUOTIENT OF EMPLOYEES WITH THE LEVEL OF QUALITY OF SERVICES PRODUCED FOR CLIENTS IN THE MINISTRY OF WELFARE AND SOCIAL SECURITY

Author(s)

AHMADI SEYED ALI AKBAR | KHANI YOUSEF | HOSHYAR AYLAR | Issue Writer Certificate

Keywords

EMOTIONAL QUOTIENTQ2

RELATIONSHIP MANAGEMENTQ2

SELF-MANAGEMENTQ2

SERVICE QUALITYQ1

SOCIAL AWARENESSQ2

Abstract

Introduction: Being a member of policy maker and a service provider institute and regarding to their duties so that some employees of the ministry of welfare and social security interact directly and indirectly with the clients providing qualitative services and finally, satisfying the targeted society is one of the significant goals and missions of this ministry. This survey is aimed to study the influence of level of EMOTIONAL QUOTIENT of employees on their produced services in the Ministry of welfare and Social security.Method: This is a descriptive-survey study. The sampling method is selected regarding the limited statistical society and its accuracy. the survey is done as a census. The statistical society is all formal and contracted employees of the Ministry. A sample of 200 employees was selected randomly. To assess the EMOTIONAL QUOTIENT using Daniel Gellman questionnaire, four elements were used: self-consciousness, SELF-MANAGEMENT, SOCIAL AWARENESS, and relation management. To asses SERVICE QUALITY, local standard questionnaire was used and its narrativity was assured by experts. Data analysis was done by SPSS 16 besides linear regression analysis was used to examine the relationship between all independent and dependent variables of hypothesis tests.Findings: There is a meaningful relation between EMOTIONAL QUOTIENT of employees and level of their services in the Ministry. Moreover, the relationship between all four aspects of EMOTIONAL QUOTIENT and level of SERVICE QUALITY was proved. Regarding the findings of all hypothesis, it can be said that among all minor independent variables, SELF-MANAGEMENT of employees has the most (R2=0.34) and self-consciousness has the least (R2=0.09) influence on dependent variable (level of SERVICE QUALITY of employees).Discussion: The quality of services produced by employees of the ministry can be improved and a win-win environment can be obtained by improving and reinforcing their EMOTIONAL QUOTIENT; so that both employees and clients will be advantageous. The results show that SERVICE QUALITY can be influenced by intellectual factors like EMOTIONAL QUOTIENT. This is surprising for the government sector regarding its nature.

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APA: Copy

AHMADI, SEYED ALI AKBAR, KHANI, YOUSEF, & HOSHYAR, AYLAR. (2013). THE RELATIONSHIP BETWEEN EMOTIONAL QUOTIENT OF EMPLOYEES WITH THE LEVEL OF QUALITY OF SERVICES PRODUCED FOR CLIENTS IN THE MINISTRY OF WELFARE AND SOCIAL SECURITY. SOCIAL WELFARE, 13(49), 89-106. SID. https://sid.ir/paper/56865/en

Vancouver: Copy

AHMADI SEYED ALI AKBAR, KHANI YOUSEF, HOSHYAR AYLAR. THE RELATIONSHIP BETWEEN EMOTIONAL QUOTIENT OF EMPLOYEES WITH THE LEVEL OF QUALITY OF SERVICES PRODUCED FOR CLIENTS IN THE MINISTRY OF WELFARE AND SOCIAL SECURITY. SOCIAL WELFARE[Internet]. 2013;13(49):89-106. Available from: https://sid.ir/paper/56865/en

IEEE: Copy

SEYED ALI AKBAR AHMADI, YOUSEF KHANI, and AYLAR HOSHYAR, “THE RELATIONSHIP BETWEEN EMOTIONAL QUOTIENT OF EMPLOYEES WITH THE LEVEL OF QUALITY OF SERVICES PRODUCED FOR CLIENTS IN THE MINISTRY OF WELFARE AND SOCIAL SECURITY,” SOCIAL WELFARE, vol. 13, no. 49, pp. 89–106, 2013, [Online]. Available: https://sid.ir/paper/56865/en

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