IS EMOTIONAL INTELLIGENCE THE PRESSING ISSUE FACING BANKS IN EGYPT?

Abstract

Abstract: Emotional Intelligence (EI) influences managers' abilities to develop the capabilities of the employees of an organization. These employees will provide and support consistent good services to the organization.   There is stiff competition between public and private commercial banks. Hence, the key aspect that differentiates banks is their customer service.  This paper is set to raise whether EI is the pressing issue facing banks in Egypt. Two (2) financial performance indicators show the need to develop the EI of the employees of Egyptian banks.  One of the indicators of the bank's performance is the aggregate assets and the other is the strength score of the balance sheet.  The increase in these indicators will trigger the customers’ confidence in customer services provided by the employees of the banks in Egypt.   However, it is yet to be proven empirically that the EI contributes to the increase in customer service in banks in Egypt.  Further study is required to determine the relationship among EI, customer service, and other possible factors that impact the performance of the employees of Egyptian banks.  Thus, with this study, the pressing issue of EI facing the banks in Egypt is expected to be addressed.