Open AccessRelationship Between Motivation-enhancing HR Practices and Customer Satisfaction: The Mediating Role of Emotional Intelligence
Author(s) -
Sarah Azhar,
Farhan Sarwar,
Shoukat Ali
Publication year - 2021
Publication title -
review of education, administration and law
Language(s) - English
Resource type - Journals
eISSN - 2708-3667
pISSN - 2708-1788
DOI - 10.47067/real.v4i2.155
Subject(s) - mediation , psychology , incentive , structural equation modeling , customer satisfaction , compensation (psychology) , emotional intelligence , business , knowledge management , business administration , marketing , applied psychology , social psychology , statistics , computer science , political science , mathematics , economics , microeconomics , law
This study describes and expounds link between motivation-enhancing HR practices (M-HRM) and customer satisfaction (CS). Motivation-enhancing HR practices include compensation & incentive (CI) and performance management (PM).The mediation of emotional intelligence (EI) is verified between the M-HRM and CS. The research was directed on 126 bank branches operational in Punjab (Pakistan) with 467 banking employees and 934 customers. The process of statistical analysis was performed by Structural equation modeling (SEM). A substantial relationship amongst all the variables of study (i.e. M-HRM, EI and CS) was established. It was clinched resultantly, that M-HRM exert impact on CS, through EI in direct as well as indirect ways.