The Effect of Elements of Culture and Personality on Emotional Intelligence Levels in Service Delivery:A Banking Service Provider Perspective

This paper investigates the effect of elements of culture and personality, from the perspective of service providers, on the level of emotional intelligence applied during service delivery in the banking sector. The study uses 440 participants who are employees and customers of 20 banks in Ghana. Data are analyzed using Analysis of Variance, independent samples t test, Pearson’s product moment and partial correlation tests. Findings confirm that each of education, language, religion, income status, gender and temperament significantly relates to service providers’ emotional intelligence levels. However, age and tribal affiliation do not significantly relate to service providers’ emotional intelligence levels. Each of education, language, religion, income status, gender and temperament makes moderating effects on the relationship between service delivery and emotional intelligence. In this regard, education, language, financial status and temperament empower the relationship between service delivery and emotional intelligence, but religion and gender weaken it. The moderating effects of age and tribal affiliation on the relationship between emotional intelligence and service delivery are very weak