A Descriptive Study of Indian Private Sector Banks in Agra Region-With Special Reference to Impact of Emotional Intelligence on Service Quality

Abstract

The banking industry in India shouldn't only be hassle-free but it should be ready to meet the new challenges posed by the technology and the other external and internal factors. For the past three decades, India's banking industry has several outstanding achievements to its credit. The Banks are the most participants of the economic system in India. The Banking sector renders so many facilities and opportunities to their customers. In the Indian Banking scenario, a large expansion is taking place particularly in the private sector banks. Expansion is taking place in multiple moves; one is physical expansion; distribution, increased number of branches, automated teller machine (ATM), and network. But importantly, there is another expansion which is taking place is that the product in the service range of the private sector banks is becoming bigger, more complex and more relevant to the dynamic economy in which we are today. This study mainly focuses on the employees' behavioral competencies and its contributions to the bank's growth. This research paper is an attempt to find out emotional intelligence on service quality of private sector banks in India.