EMOTIONAL INTELLIGENCE AND QUALITY SERVICE DELIVERY IN COMMERCIAL BANKS IN YENAGOA, BAYELSA STATE

This study examined the relationship between emotional intelligence and quality service delivery in commercial banks in Yenagon, Bayelsa State. The specific objectives were to examine the relationship between self-awareness, self-regulation, social skills, and empathy and quality service delivery in commercial banksin Yenagoa, Bayelsa State. A cross-sectional survey research design was adopted, with a population of 860 employees across 17 commercial banks. Using Taro Yamane's formula, a sample size of 273 respondents was determined and distributed proportionally using Bowley's statistics. A structured, self-administered questionnaire was employed for data collection, and content validity was ensured through expert review, while reliability testing, conducted using Cronbach's alpha, produced values above the benchmark of 0.7 for all variables. Data analysis involved descriptive statistics and Pearson correlation, using SPSS version 23. Findings revealed positive and significant relationships between self-awareness, self-regulation, social skills, and empathy with quality service delivery. The study conclude thatpositive and significant relationship exists between emotional intelligence and quality service delivery in commercial banks in Yenagoa, Bayelsa State. Consequently, it was recommended that banks invest in targeted emotional intelligence training, stress management programs, team-building exercises, and customer-focused role-playing sessions to enhance employees' self-awareness, self-regulation, social skills, and empathy, ultimately boosting service quality.