This study was designed to examine the relationship among the four variables, i.e., Emotional Intelligence, Service Performance, Service Quality, and Customer Satisfaction. The data were collected through a self-administered questionnaire from the 2320 bank employees and bank customers of...

Purpose - This study aims to examine process improvement strategy (PIS) (proxied by remote work, workforce training, and technological innovation), and employee productivity amid the COVID-19 pandemic among bank employees. Design/methodology/approach - The study employed cross-sectional and...

This work is licensed under a Creative Commons Attribution 4.0 International License. The banking and finance sector is a major employer in many countries, especially in emerging economies. Decisions made in the sector have significant implication on the economy. There is evidence that decision-...

Banking industry is becoming more competitive due to escalating bank branches every year. It has been recorded that one of the industries with highest rate of turnover is financial service sector. Employee turnover is contributed by demanding working atmosphere and burdensome workloads. High...