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...

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-...

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...