Abstract
The banking sector of Pakistan is a significant contributor to the country’s economy. Emotional intelligence (EI) and retention of employees has been found to be an essential component in the banking sector’s performance. Employees turnover intentions in different banks of Pakistan has affected the relationships between their colleagues and their customers. This paper aims to look at the relationship between EI and turnover intention on job performance of bank employees. A total of 190 questionnaires were distributed to employees in banking sector Pakistan. Out of 190, 169 questionnaires were collected back with a return rate of 89% percent from various banks in Peshawar and Lahore Pakistan. AMOS version 26 was used. The model was tested using a two-stage SEM methodology; first, the measurement model was used to assess the validity and reliability of the instrument, and then the structural model was estimated. The findings revealed that there was a positive and significant connection between EI and job performance, the relationship of turnover intention was found to be negative and significantly linked to EI. The results further show a positive but insignificant relationship between turnover intention and job performance. One implication is that organizations in the banking sector should prioritize the development of EI among their employees. This can be achieved through training and development programs that focus on improving emotional awareness, emotional regulation, empathy, and social skills. This study cannot be generalized because it was limited to Peshawar and Lahore in Pakistan.
Keywords: emotional intelligence, turnover intention, job performance, employees, banks, Pakistan
*This paper is presented at the 4th International Conference on Multidisciplinary Industry and Academic Research (ICMIAR) 2023
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