Customers emotional intelligence and satisfaction: The mediation of bankers emotional labour
Jamo Shedrack Ezekiel,
Kusa Danjuma Nanfa
Abstract:Purpose: There is high competition in the Nigerian banking system, with banks challenged by engaging in best practices that will lead to customer satisfaction. This study examines the effect of customers’ emotional intelligence on their satisfaction with selected banks in Nigeria operating in Jos, Plateau. It also assesses customers’ perceptions of banker emotional labor as a mediating factor.
Research Methodology: Sample for the study was 341 drawn from customers of Access, UBA, and GT Bank within Jos Metropo… Show more
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