Hubungan Kecerdasan Emosi Dengan Kualitas Pelayanan Pada Teller Bank X Area Medan Balai Kota

Abstract

Emotional intelligence is the ability of a series of personal, emotional and social development that involves the ability to monitor feelings and emotions well in ourselves and in others, is a meaningful concept and also the ability of a person to be successful in dealing with environmental demands and pressures. Emotional intelligence is closely related to the service quality as evidenced by the results of previous studies that show that customers are more satisfied when served by employees who have a good emotional intelligence. This study aimed to analyze the influence of emotional intelligence on the service quality of teller Bank X Area Medan Balai Kota. Respondents in this study are 100 from 127 teller and employees of Bank X Area Medan Balai Kota. Based on the calculation Product Moment Correlation, it is known that there is a significant positive relationship between emotional intelligence with the service quality to the employees and teller Bank X Area Medan Balai Kota , with the (r xy = 0.460; p = 0.000 <0.050). The determinant correlation of the above relationship of = 0.460, this shows that the service quality influenced by emotional intelligence of 46%. Thus emotional intelligence contributes to improving the service quality.