Abstract
The banking industry is one of the most important sectors of service industry. It is important to note that any service including banking cannot be stored while it makes direct contact to the customer. The success of any business depends on customer satisfaction, it is the driving force for survival and growth and ultimately to achieve the objective of maximization of profit of any company. Service accuracy, friendliness, quality of service and timely delivery vary from bank to bank and branch to branch in most market areas. This is why now we give more attention to Emotional Quotient (EQ) than Intelligence Quotient (IQ) while we offer services to our valued customers. EQ is a reliable indicator of one's emotional capability while IQ is a reliable indicator of one's mental capability to serve his/her client(s).
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