Academy of Marketing Studies Journal (Print ISSN: 1095-6298; Online ISSN: 1528-2678)


Service Quality Enhancement Through Emotional Intelligence: A Study On Information Technology (It) Sector In India

Author(s): Lakshmi K.N., Sekhara Rao and Saraswathi A.B.

The purpose of the study is to notify the researchers about the enhancement of service quality in the services industry particularly information Technology (IT) sector. The sector is unable to provide quality services due to lack of Emotional Intelligence (EI). The importance of emotions and moods in determining one's capacity to work in groups is well acknowledged in human resource management. In India service industry is one of the fastest expanding sectors in both domestic and international markets. Information Technology (IT) Sector is crucial sector because of its significant contribution to the national economy, particularly in terms of job possibilities and contribution to the country's GDP. This service industry is responsible for over 60% of the country's Gross Domestic Product (GDP) and nearly 35% of employment. Especially, IT industry has made an extensive contribution to the GDP and foreign investment approximately 55 per cent of the US$ 185-190 billion market in 2017-18.The IT Sector in India is viewed alongside Information Technology Enabled Services (ITeS). But, now days the sector is struggling with low quality services that leads to decreased revenue. The country's cost effectiveness in providing IT services, which is nearly 3-4 times cheaper than the US. Increasing the quality in services is the need of the hour. Towards this the study has been identified the need of emotional intelligence that can develop the employee service quality and relationship ability among team members. This research made an immense review on various studies that have been elaborated the affect emotional intelligence on employee work performance, work commitment and services quality as well as the overall performance of an organization to have an edge in the competitive market.

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