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INFLUENCE OF EMOTIONAL INTELLIGENCE ON JOB PERFORMANCE IN HOTELS IN UMUAHIA, ABIA STATE

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Product Code: 00009626

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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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