Perceived Employee Emotional Intelligence on Customer Satisfaction and Loyalty: A Holistic Approach

Abstract

The ability of employees to demonstrate emotional intelligence represents a vital qualifying factor for service quality delivery within organizations dedicated to customer service because it determines customer satisfaction levels and maintains long-term loyalty to the company. The way customers experience services depends on emotional intelligence levels which determines both customer satisfaction and loyalty levels. Customer satisfaction leads to increased chances of developing loyalty between customers and organizations which results in long-term business relationships. Service industry customers provide survey data for empirical testing in addition to a thorough literature review which reveals these connections. The data collection process will involve random sampling to ensure diverse representation (150 samples). According to research findings emotionally intelligent staff members are viewed by clients as both more skillful and easier to reach thus increasing trust and service satisfaction levels. Research through this investigation extends knowledge about psychological factors which influence market behavior in service management literature. The research provides business management strategies which teach enterprises how to develop emotional intelligence skills among front staff through training programs. Future research should examine how changes in industry and cultural elements affect the current relationship findings. Emotional intelligence development among employees acts as an organizational asset to preserve competitive superiority within customer-centered industries. The study delivers practical applications through employee training programs complemented with service management strategies to implement service excellence programs.