AN EXAMINATION OF EMOTIONAL INTELLIGENCE AS A CORRELATE OF JOB SATISFACTION AMONG STAFFS IN  THE NIGERIA BANKING INDUSTRY (A CASE STUDY OF CHUKUN LOCAL GOVERNMENT AREA)

CHAPTER ONE

INTRODUCTION

1.1 Background Of The Study

Presently, emotional intelligence is one of the most discussed topics, and the number of studies devoted to it has increased incrementally, despite the fact that its full significance has not yet been recognised. Despite lacking a lengthy historical foundation, this notion has gained significant prominence due to the fact that emotions exert a profound influence on individuals' lives throughout their lifetimes, both in terms of their impact on communication and their ability to be controlled in both positive and negative circumstances. It was established that emotional intelligence is an essential component of our lives when it was demonstrated that individuals who performed exceptionally well on assessments were unable to replicate their success in real-life situations (Cumming, 2019). The majority of studies conducted on this topic concur with this assertion, and the results indicate that while an individual possessing emotional intelligence can effectively define or regulate their emotions in any situation, as well as comprehend the emotions of others and demonstrate empathy, an individual with a high IQ but lacking EQ may not exhibit the same capacity. 

In addition to emotional intelligence, employee job satisfaction is a critical determinant of an organization's performance in a competitive setting. Numerous academic studies postulate that job satisfaction is influenced by various factors, including institutional and demographic considerations. The extent to which these influences manifest in a positive or negative manner is subject to individual variation. Furthermore, they have an impact not only on the professional but also on the personal lives of individuals. In this particular scenario, organisations are tasked with the dual objective of enhancing employee job satisfaction and fostering the development of emotional intelligence. In essence, the degree to which organisations discharge their obligations and responsibilities may correspondingly impact the job satisfaction of their personnel. It is a fact that the majority of studies suggest that individuals with moderately high cognitive intelligence may encounter challenges in both professional and personal spheres, whereas those with high emotional intelligence can readily surmount any obstacle. Put simply, individuals who maximise their application of emotional intelligence experience greater success and satisfaction with their circumstances. 

The research conducted by Sy, Tram, and Linda A. O'Hara (2021) validated this concern by investigating the correlation between the emotional intelligence of employees and managers and how it affects their job satisfaction and performance. The findings of this research indicate the existence of a robust correlation between the aforementioned variables; furthermore, this positive correlation significantly impacts employees' work satisfaction, thereby fostering enhanced job performance and productivity. Furthermore, the positive influence of emotional intelligence on job performance and job satisfaction was substantiated in two additional studies (Kafetsios and Zampetakis, 2018). As opposed to all other dimensions of EI, the efficacy of employing and regulating emotions has been more pronounced in relation to job satisfaction, as indicated by the regression analyses utilised in these studies. Abraham (2000) and Gardner (2003), as cited in Guleryüz, Guney, Aydin, and Asan (2018, p. 1632), obtained an identical outcome. 

Considering the importance attributed to emotional intelligence and job satisfaction, banks play a crucial role in regulating the supply and demand for funds within the financial system. Financial intermediaries, such as banks, must maintain a flexible organisational structure in response to evolving economic conditions. Bahdor (2021) concurs, stating that the prosperous banks of the coming decades will be those that reimagine their operations through the use of emotive tools. These banks have the ability to make prompt decisions, operate with efficiency, and have a direct positive impact on their consumers. An emotional banker could potentially be pushed to the precipice by the surge of change. That may completely upend conventional business practices.

 Thus, this study examines the effect of emotional intelligence on job satisfaction in the banking industry using Union bank in Chukun Local Government Area, Kaduna state as a  case study.

1.2 Statement Of The Problem

Effectively managing the emotions of employees seems to be a challenge for administrators in the twenty-first century. While previous studies have established a correlation between emotional intelligence and organisational performance, there is limited evidence regarding the manner in which employees in the banking industry apply their emotional intelligence to improve work outcomes (Cooper & Sawaf 2019). 

Staff members run the risk of "going numb" as a protective mechanism in environments where fear and insecurity are pervasive. These are manifested in the substandard conduct of frontline employees, the lack of enthusiasm on the features of substaff, and the remarkably motivating manner in which managers and staff interact with one another (DeCoster 2020). The very mechanism that enables an individual to endure an emotionally distressing setting also hinders their capacity to exhibit sensitivity and empathy towards others. Certain personnel within the banking sector appear to lack social awareness regarding the sentiments and concerns of others. They are unaware of what is considered socially acceptable behaviour and how they should conduct themselves in society. Interactions with others appear to be crucial in the workplace, which may necessitate the possession of empathy as a performance-enhancing competency. A majority of bank personnel lack social competence. They fail to consider the perspective of others and, as a result, may engage in inappropriate behaviour. Although socially competent personnel are capable of comprehending the political realities of groups and the collective psyche of an organisation, the majority of workers appear to be oblivious to this fact. They are incapable of generating organisational consciousness, which could facilitate coalition building and networking and grant them the ability to exert influence regardless of their professional standing. Every organisation, irrespective of its scale, technological orientation, or market segmentation, is confronted with the obstacle of retaining employees. Limited organisations acknowledge that their human resources and employees constitute their most valuable assets, capable of either propelling them to success or, if not managed effectively, causing them to decline (Goleman 2020).

1.3 Objectives Of The Study

Generally, this study seek to examine emotional intelligence as a correlate of job satisfaction among staffs in the Nigeria banking industry using Union bank in Chukun Local Government Area, Kaduna state as a  case study. The study will specifically;

Determine the level of emotional intelligence possessed by employees in the banking sector.

Determine whether there is a significant relationship between emotional intelligence and job satisfaction of employees.

Identify the specific emotional intelligence competencies which influences job satisfaction of employees in the banking sector.

Find out the impact of emotional intelligence on the job satisfaction of employees in banking sector.

1.4 Research Question

The study will be guided by the following questions;

What is the level of emotional intelligence possessed by employees in the banking sector?

Is there a significant relationship between emotional intelligence and job satisfaction of employees?

What are the specific emotional intelligence competencies which influences job satisfaction of employees in the banking sector.?

What are the impact of emotional intelligence on the job satisfaction of employees in banking sector?

1.5 Research Hypothesis

Ho: There is no significant relationship between emotional intelligence and job satisfaction of employees.

Ha: There is a significant relationship between emotional intelligence and job satisfaction of employees.

1.6 Significance Of The Study 

This study examines the impact of emotional intelligence on employees’ performance in the Nigerian banking industry. The study will have great impact on the management of banks and also show the relevance of emotional intelligence on the performance of banks’ employees. This study on emotional intelligence in the banking industry helps to identify some of the problems of their customers which are attributable to lack of emotional intelligence in the industry. The study provide ways in which bank employees assist their customers since the study will help the banks managers to train their staff on how to attend to customers. Other business organizations in the country will also benefit from this study because it will help them to realize that emotional intelligence is a kind of tool and asset in the organization, which enables the employees to work in harmony and the organizational productivity will increase as well.

1.7 Scope of the Study 

This study covers emotional intelligence as a correlate of job satisfaction among staffs in  the Nigeria banking industry. Hence, the study will be delimited to Union bank in Chukun Local Government Area, Kaduna state .

1.8 Limitations of the study

The researcher encountered minor obstacles when conducting the study, as with any human endeavor. The significant constraint was the scarcity of literature on the subject due to the nature of the discourse, so the researcher incurred more financial expenses and spent more time sourcing for relevant materials, literature, or information and in the data collection process, which is why the researcher resorted to a limited choice of sample size. Furthermore, the researcher did this investigation alongside other academic activities. Furthermore, the sample size was limited because only a few respondents were chosen to answer the research instrument, therefore the results cannot be generalized to other secondary schools outside the state. Despite the constraints encountered during the research, all elements were minimized in order to provide the best results and make the research effective.

1.9 Definition Of Terms

Emotion: The part of a persons’ character that concerns feelings. 

Intelligence: The ability to learn, understand and think in a logical way about things, the ability to do this well. 

Emotional Intelligence: This refers to the abilities concerning recognition and regulation of emotions in self and others. 

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