cpa الذكاء العاطفي ودوره في تحسين جودة التعامل مع الزبائن دراسة حالة بنك

Abstract

This study aimed to identify the impact of emotional intelligence on improving the quality of customer interaction, as well as to explore the reality of emotional intelligence skills among employees of the Credit Populaire d'Algérie (CPA) and how this reflects on the quality of interaction perceived by customers. To address the research problem, both descriptive and analytical approaches were employed. Additionally, a questionnaire was designed and distributed to a study sample consisting of 109 individuals. The data was analyzed using the SPSS software to ensure accurate and reliable results. The study concluded that there is a statistically significant impact of emotional intelligence on the quality of customer interaction within the investigated bank. The results also revealed a positive impact of emotional intelligence dimensions (such as self-awareness, empathy, and social skills) on the quality of service interaction. This confirms that the emotional competence of the employee directly contributes to enhancing the methods of dealing with customers within CPA bank branches