Emotional Intelligence towards strengthening the linkage between Internal Business Processes and Customer Service Performance: Evidence from the Sri Lankan Banking Industry

Abstract

This study aimed to examine the influence of Emotional Intelligence (EI) on the possible link between Internal Business Process (IBP) and Customer Service Performance (CSP) in the Sri Lankan banking sector. Review of literature led the study to synthesize a conceptual model with hypotheses. The study adopted the survey strategy with a structured questionnaire, which was administered to a representative sample of 291 branches of commercial banks in the Western Province of Sri Lanka. The key informants / respondents from the bank branches included one thousand and ninety-four executive-level employees. The measurement model and structural model both were estimated by employing Partial Least Square (PLS) based structural equation modelling using SMARTPLS software. The findings revealed that IBP has a significant and positive influence on CSP of the banking industry of Sri Lanka. It was also found that EI has a positive moderating effect on the relationship between IBP and CSP in the banking sector. The findings have implications for decision makers in service organizations.