For decades, service delivery challenges have remained contentious in both Nigerian and Liberian banking sector with studies pointing towards different reasons. This study examined one of the reasons which is employees' emotional intelligence as it determines service delivery to customers in selected deposit money banks of Nigeria and Liberia. Literature review captured employee emotional intelligence and customers service delivery to evolve gaps which set pace for this study. This provided the springboard with which the methodology adopted was built on. Specifically, survey design was adopted with both bank customers and employees in the main branches of the commercial centers of the countries as the population of the study. Bank customers and their employees were sampled with both purposive and convenience techniques. Two sets of questionnaires were adopted for the study: one for the customers and the other for bank employees. Data collected was analysed with appropriate statistical methods. Results revealed no significant difference in the deposit money banks customers' complaint rate in Nigeria and Liberia Banks; no significant difference between the employees' Emotional Intelligence level of Nigeria bank employees and Liberia bank employees; self-management is the only significant contributor to the quality of service delivery in Nigeria; while social skill, social awareness as well as self-management were the predictors that significantly contribute to the quality of banks service delivery in Liberia; and there is a significant combined influence of the predictors of employees' emotional intelligence on bank service delivery to customers in both countries. The study conclude that emotional intelligence is fundamental to service delivery to customers in both countries. It was recommended that bank management in both countries need to come up with purposeful employees' emotional training programs to improve employees' emotional intelligence competencies while individual employees should also seek knowledge on how to continuously enrich their emotional intelligence level.
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