ABSTRACT
This study investigated the influence of emotional intelligence on job performance in selected hotels in Umuahia, Abia State. The main objective was to examine the influence of emotional intelligence on job performance in selected hotels in Umuahia, Abia State. Specifically, the study investigated the impact of self-awareness dimension of emotional intelligence on employees’ job performance in selected hotels in Umuahia, Abia State. Examined the influence of self-regulation dimension of emotional intelligence on employees’ job performance in selected hotels in Umuahia, Abia State. Moreover, determine the effect of self-motivation dimension of emotional intelligence on employees’ job performance in selected hotels in Umuahia, Abia State. Finally, evaluated the impact of social skills dimension of emotional intelligence on employees’ job performance in selected hotels in Umuahia, Abia State. The study adopted descriptive research design. The study collected primary data using a well-structured questionnaire, which was issued to one hundred and twenty (120) respondents. The study analysis demographic information of the respondents with frequency and percentile scores, while the multiple regression analysis was used to estimate and test the hypotheses of this study. The analysis was performed using the Microsoft Excel and Econometric Views (EViews) 10. The result of the inferential statistic indicated that emotional intelligence has significant impact on employee job performance in selected hotels in Umuahia, Abia State. Specifically, the result revealed that self-awareness dimension of emotional intelligence has positive and significant impact on employees’ job performance in selected hotels in Umuahia, Abia State. Secondly, self-regulation dimension of emotional intelligence has positive and significant influence on employees’ job performance in selected hotels in Umuahia, Abia State. Thirdly, self-motivation dimension of emotional intelligence has positive and significant effect on employees’ job performance in selected hotels in Umuahia, Abia State. Finally, social skills dimension of emotional intelligence has no significant impact on employees’ job performance in selected hotels in Umuahia, Abia State. The study recommended among other things that organizations develop training programs in improving emotional competencies of their managers and workers in the organization. Moreover, organizations should recognize the significant role of emotional intelligence in developing human capital that leads to a high-performing workforce.
TABLE
OF CONTENTS
Title Page i
Approval Page ii
Declaration iii
Certification iv
Dedication v
Acknowledgements vi
Table
of content viii
List of Figures xi
List of Tables xii
Abstract xiii
CHAPTER ONE
INTRODUCTION
1
1.1
Background of the Study 1
1.2
Statement of the Problem 3
1.3
Objectives of the Study 5
1.4
Research Questions 5
1.5
Hypothesis 6
1.6
Significance of the Study 6
1.7
Scope of the Study 7
CHAPTER
TWO
LITERATURE
REVIEW 8
2.1 Conceptual Framework 8
2.1.1 Emotions 8
2.1.2 Basic Emotions and
their Effects on Human Behavior 9
2. 1.3 Emotional
Intelligence 16
2.1.4 Models of Emotional
Intelligence 18
2.1.5 Job Satisfaction 28
2.1.6
Job Performance 34
2.1.7 Emotional
Intelligence and Job Performance 37
2.2 Theoretical Framework 38
2.2.1 Abraham Maslow’s
Theory Of Motivation/ Satisfaction (1943) 39
2.2.2 Herzberg’s Two-Factor
Theory (1959) 39
2.2.3
Theory X And Y (Douglas Mcgregor)(1960) 41
2.3 Empirical Studies 42
2.4 Summary of Literature Review 48
CHAPTER
THREE
RESEARCH
METHOD 50
3.1 Design of the Study 50
3.2 Area of the Study 50
3.3 Population of the Study 50
3.4 Sample and Sampling Techniques 51
3.5 Instrument for Data Collection 51
3.6 Validation of the Instrument 51
3.7 Reliability of the Instrument 52
3.8 Method of Data Collection 52
3.9 Method of Data Analysis 52
3.9.1
Model Specification 52
CHAPTER FOUR
PRESENTATION OF DATA, ANALYSIS AND
INTERPRETATION 54
4.1 Analysis
of Demographic Information 54
4.1.1 Distribution of Respondents According to
Gender 54
4.1.2 Distribution of Respondents According to
Educational Qualification 55
4.1.3 Distribution of Respondents According to
Marital Status 57
4.2 Inferential Statistics and Test of Hypotheses 59
4.3 Discussion of
findings 63
CHAPTER
FIVE
SUMMARY,
CONCLUSION AND RECCOMENDATION 66
5.1 Summary 66
5.2 Conclusion 66
5.3 Recommendations 67
5.4 Limitations and
suggestion for future Studies 67
5.5 Suggestion for Future Studies 67
References 68
Appendix
LIST OF FIGURES
Fig 2.1 Four Branch Model Which Includes
Abilities 20
Fig 2.2 Emotional
Social Intelligence Competencies 22
Fig 4.1 Gender Distributions of Respondents 55
Fig
4.2 Distributions of Respondents According to Educational Qualification 56
Fig
4.3 Distributions of Respondents According to Educational Qualification 58
LIST OF TABLES
Table 2.1 Bar-on
model of five emotional intelligence competencies 21
Table 2.2
Daniel Goleman’s Simplified Model Of Four Intelligence Competencies 23
Table
2.3 Goloman’s Five Main Emotional Intelligence Competences 27
Table
4.1 Distribution of Respondents According Gender 54
Table
4.2 Distribution of Respondents According to Educational Qualification 55
Table
4.3 Distribution of Respondents According to Marital Status 57
Table 4.4 Estimate of the impact of
emotional intelligence on job performance 59
CHAPTER 1
INTRODUCTION
1.1 BACKGROUND
OF THE STUDY
Emotional Intelligence (EI) has been the
subject of much attention among managers, educators and scholars (Ivan, V.,
Ra’ed, M., Musa, A., and Mahmoud, M. 2015) based on the belief that EI improves
the performance of employees. EI is an ability to recognize the meanings of
emotion and their relationships, and to reason and problem-solve on the basis
of them. Emotional Intelligence is involved in the capacity to perceive emotions,
assimilate emotion-related feelings, understand the information of those emotions,
and manages them (Ivan et al 2015). In the beginning of the 1990s, John Mayer
formulated the basis upon which the concept of EI was constructed and in 1995
Daniel Goleman offered to use EI as an alternative construct to IQ (intelligence
quotient) to predict employees’ performance. Since then and till the present
day, academic interest in the construct has been growing and researchers
specializing in the field of Organizational Psychology have been exploring
different angles and conceptualizations of EI as a factor affecting different
work outcomes including job performance and job satisfaction (e.g., O’ Boyle
and Ernst, 2011; Beck,2013; Shooshtarian, Ameli and Aminilari, 2013). Spector says Job Satisfaction (JS) is defined
as "the extent to which people like (satisfaction) or dislike (dissatisfaction)
their work.
Emotional
intelligence has been recognized to be the most important conceptualization
that is progressively recognized in social psychology. Recently, emotional
intelligence has been given much concentration in research especially in
psychological research. It is regarded as one of the crucial elements of a
successful life as well as psychological well-being (Bar-On, 2001). It was
primarily explained by Salovey, Caruso and Mayer. (2009) who expressed that emotional
intelligence is a competency to possess emotional knowledge, to perceive and
control emotions well, and to stimulate intellectual and emotional growth.
Afterward, the authors presented a revised and comprehensive description of
emotional intelligence as the capability to observe feelings, coordinate
feelings to encourage thoughts, and understand and control feelings to
stimulate self-improvement (Mayer and Salovey, 1997).
Emotional
intelligence may be characterized as the capability to identify, persist, and
control driving forces; communicate clearly; make incredible decisions; tackle
issues; and perform with other individuals in such a way that makes companions
and achievement (Stone et al., 1998). These competencies enable an individual
to observe and control emotions, ensure poise and dignity, formulate
objectives, promote empathy, ensure conflict resolutions, and promote
competencies necessary for leadership and successful group participation
(Elias, 2004). Bradberry and Greaves (2009) expressed that emotional
intelligence is the individual’s ability, aptitude, recognition assignment,
accurate appraisal, and management of his senses against other individuals and
gatherings. The theories of emotional intelligence have been classified into
two groups and models. The first group is known as the ability model describing
that emotional intelligence is a particular sort of intellectual ability as
well as a part of cognition intelligence. The second group is the mixed model
in which the philosophers blend the abilities of intelligence with some
personality attributes, for example, being optimistic. Emotional intelligence
includes interpersonal intelligence and intrapersonal intelligence.
Interpersonal intelligence is the external intelligence which an individual
utilizes to understand and maintain relations with the other individuals. It is
imperative for promoting characteristics like sympathy, empathy, and
strengthening powerful relationships. On the other hand, intrapersonal
intelligence is the internal intelligence that is used by an individual to
understand himself which is necessary for self-awareness, self-inspiration, and
self-regulation. The management of intrapersonal as well as interpersonal
emotions is important for individuals’ academic and professional
accomplishments. Individuals having a higher emotional intelligence are more
expected to regulate, understand, and control emotions excellently in
themselves as well as in the other individuals (Wijekoon et al., 2017).
Emotional
intelligence is extremely indispensable in ensuring job satisfaction as
management of the companies wish everybody to fulfill his/her responsibilities
and obligations as brilliantly as would be prudent. Research reveals that
emotional intelligence has significant influences on the success of employment,
and it is the prime variable for a successful life that contributes to better
individuals’ performance (Zijlmans et al., 2011). The persons with an
outstanding level of emotional intelligence apply their social capacities to
move others, ensure durable relations with team member, and act as influential
motivators by managing their emotions and perceiving their inadequacies. Persons
with an outstanding degree of emotional intelligence may be increasingly able
to achieve more productivity from less manpower. Emotionally intelligent persons
can unexpectedly make and promote emotionally intelligent teams due to social
many-sided nature of the present-day organizations (Goleman, 2002).
1.2 STATEMENT OF THE PROBLEM
As today's global environment is
incredibly multifaceted, it is becoming necessary to connect the emotional
intelligence and performance of employees. Thus, emotional intelligence is
vital aspect for organization's development as the business is mainly depending
on the employees for reaching its goals. Therefore, emotional Intelligence
performs a key part in assisting the workers to handle this changing
environment. For the above-mentioned said reasons, moderate research has been
carried out to determine the link among emotional intelligence and employee
performance and give a concept how emotions are important to employees in
today’s situation.
Literature
review, shows that emotional intelligence and job performance and satisfaction
are the fundamental components for organizational advancement as well as for
the overall individual prosperity (Suleman, Syed, Mahmood, and Hussain, 2020).
An extensive body of research has investigated the connection between emotional
intelligence, job performance and satisfaction globally in different fields
(Alnidawy, 2015; El-Badawy and Magdy, 2015). A review of related literature in
Nigeria indicates that there exist related research studies, which have been
conducted on policemen, public universities workforces, private sector as well
as employees of oil and gas companies (Afolabi, Awosola, and Omole, 2010;
Obiunu and Yalaju, 2020; Yaya and Opeke, 2015; Afolabi, et al., 2010,
Gunu and Oladepo, 2014), but unfortunately very few studies have considered the
hospitality industry like Obiora and Ekeke, (2019) that examined employees'
emotional intelligence and customers' retention in selected hotels in Port
Harcourt. The other cities have been badly ignored in this connection which
shows a wide literature gap. Based on e-publication, it seems that no empirical
study has been carried out to examine the relationship between emotional
intelligence and employee job performance and satisfaction in Umuahia, Abia
State.
Moreover,
there seems to be no study in Nigeria that has considered the dimensions of
emotional intelligence like self-awareness, self-regulation, self-motivation
and social skills. The available studies have examined the concept of emotional
intelligence on a general basis. Hence, this study fills this empirical gap, by
investigating the impact of emotional intelligence dimension (self-awareness,
self-regulation, self-motivation and social skills) on job performance in
selected hotels in Umuahia, Abia State.
1.3 OBJECTIVES OF THE STUDY
The
main objective of the study is to examine the influence of emotional
intelligence on job performance in hotels in Umuahia, Abia State.
The specific objectives are:
i.
Investigate the impact of
self-awareness dimension of emotional intelligence on employees’ job
performance in selected hotels in Umuahia, Abia State.
ii.
Examine the influence of self-regulation
dimension of emotional intelligence on employees’ job performance in selected
hotels in Umuahia, Abia State.
iii.
Determine the effect of self-motivation
dimension of emotional intelligence on employees’ job performance in selected
hotels in Umuahia, Abia State.
iv.
Evaluate the impact of social
skills dimension of emotional intelligence on employees’ job performance in
selected hotels in Umuahia, Abia State.
1.4. RESEARCH QUESTIONS
The following research questions were posed
and answered to guide the study:
i.
What is the impact of self-awareness
dimension of emotional intelligence on employees’ job performance in selected
hotels in Umuahia, Abia State?
ii.
To what extent does self-regulation
dimension of emotional intelligence influence employees’ job performance in
selected hotels in Umuahia, Abia State?
iii.
What is the effect of self-motivation
dimension of emotional intelligence on employees’ job performance in selected
hotels in Umuahia, Abia State?
iv.
To what extent does social
skills dimension of emotional intelligence impact employees’ job performance in
selected hotels in Umuahia, Abia State?
1.5 HYPOTHESES
The
following null hypotheses are postulated to guide the research work.
H01:
Self-awareness dimension of
emotional intelligence has no significant impact on employees’ job performance
in selected hotels in Umuahia, Abia State.
H02: Self-regulation dimension of emotional
intelligence has no significant influence on employees’ job performance in
selected hotels in Umuahia, Abia State.
H03: Self-motivation dimension of emotional
intelligence has no significant effect on employees’ job performance in
selected hotels in Umuahia, Abia State.
H04:
Social skills dimension of
emotional intelligence has no significant impact on employees’ job performance
in selected hotels in Umuahia, Abia State.
1.6 SIGNIFICANCE OF THE STUDY
The
findings of this study when published on the internet will be of great help to
employees, government and future researchers.
Employees: The
result of this study will benefits employee in that they will be better
informed on the extent to which emotional intelligence impact on the
performance of job which will lead to job satisfaction. It will enable them to
manage emotions towards effective communication, which will pave way for higher
performance in the job.
Government: The
findings of this study will of great benefits to the government for it will
help them review policies and legislation on jobs. It will contribute to
developing economy and increasing standard of living particularly when an important
policy objective of the government is addressed for poverty reduction.
Future Researchers: The
result of the study will provide researchers who are interested in carrying out
a research work on the same variables or related variables. It will enable them
to get more knowledge on the impact of emotional intelligence among employees
and how they increase satisfactions which lead to greater productivity.
1.7. SCOPE OF THE STUDY
The study centered on influence of
emotional intelligence on job performance in selected hotels in Umuahia. The
geographical scope is Umuahia north, Abia State. It covered three selected
hotels in Umuahia which includes; Apricot hotel, Eastern Comfort hotel and
Confidence hotel. The unit scope comprises of the entire staffs of the three selected
hotel in Umuahia, Abia state.
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