Emotional Intelligence and its Impact on Service Quality – An Empirical Study on Garment Retail Stores of Jammu City

Abstract

Today, employers cannot afford to loose quality employees because of the competition. If they do, then left employee working with different company can turn-out as a threat for your company in future. Fundamental can be applicable for any sector or for any industry, but negative impact will be more on retail sector – being the last but closest element of distribution channel to the customers. The purpose of this research paper is to find out relationship between emotional intelligence and service quality delivery in retail sector. A study was designed to examine the relationship between the said two variables. Primary data was collected from both exclusive (company) and intensive showrooms dealing within readymade garments only. SPSS version 17 was used for data analysis. The empirical analysis revealed that emotional intelligence has an impact on quality of service delivery in case of retail sector in Jammu.

Keywords: Emotional Intelligence, Exclusive & Inclusive showrooms, Service Quality, Jammu City, Retail Industry