Emotional Intelligence and Customers' Satisfaction of Deposit Money Banks in Nigeria
Abstract
The study examined emotional intelligence and customers’ satisfaction with deposit money banks in Nigeria. The specific objectives were to determine the effects of self-awareness, self-management, and social relationship management on customers’ satisfaction. The study employed a survey design. The study population comprised two hundred and fifty (250) customers of the selected bank. Taro Yamane’s formula was used to determine the sample size of one hundred and fifty (154) customers. Purposive sampling was used, and data were primarily collected using a questionnaire. The study employed regression analysis. Based on the results, self-awareness, self-management, and social relationship management positively affected customers’ satisfaction. The study recommended that CBN mandate EI training for all frontline bank staff as part of customer protection compliance.