Abstract:
The topic of this research paper is “Impact of emotional intelligence on employee performance in
the service sector of Pakistan”. This is an analytical study, which measures the performance of
employees with respect to dimensions of emotional intelligence (EI). It was undertaken to
ascertain how EI impacts employee performance in the service sector of Pakistan.
Emotional intelligence plays a vital role in determining the performance of employees.
Individuals possess either a high EI level or a low EI level. It has been determined that
employees with higher EI levels are able to perform better at a job than those who have lower EI
levels.
In connection with this many studies related to job performance and EI have been conducted in
the West and a few in Pakistan. These illustrate that many people are not familiar with the term
EI and are not even aware of its effect at the workplace in particular and on their lives in general.
However, in the management field EI is becoming a popular topic for research and discussion,
bringing to light the fact that EI is a good predictor of performance and that higher EI level in
employees leads to improved and superior performance.
Three dimensions of EI were considered for the study: Self awareness, Empathy and Social
awareness. Their relationship with employee performance was studied and it was established that
each dimension of EI has an effect on the performance of employees, whether it is a weak effect
or a strong effect. In order to establish this, data was collected and analyzed from employees
working in the service sector. Regression and co-relation was used to find out the relationship
between EI as a whole on employee performance and the different dimensions of EI. The results
of the research indicated that EI does have a positive impact on employee performance and if EI
is improved, the effectiveness and performance of the employees would improve. Also the
findings of this study are that employees working in the service sector in Pakistan have a high
level of EI.
