Document Type

Thesis

Publication details

Toh Yew Hock, P 2016, 'An empirical study on the effects of emotional intelligence on service quality in the Singapore hi-tech industry', DBA thesis, Southern Cross University, Lismore, NSW.

Copyright P Toh Yew Hock 2016

Abstract

This research study investigates the relationship between Emotional Intelligence (EI) and Service Quality (SQ) in the Hi-Tech industry in Singapore using MSCEIT (Mayer, Salovey & Caruso 2004) to measure EI and SERVQUAL questionnaire to measure customers’ perceived SQ. Statistical methods used included correlation analysis, independent t-test, ANOVA, principal component and canonical correlation analysis. EI and it’s factors were found to be correlated positively to SQ while educational level was found to be correlated positively to service personnel’s EI. Recommendations are made based on research finding to improve service personnel’s EI and customer’s perceived SQ in the hi-tech industry in Singapore.