Abstract:

Emotional intelligence is defined as the ability of an individual to understand own and others’ behaviors. An individuals can direct behaviors with emotio-nal intelligence and improve the ability to empathize. In recent years, the con-cept of emotional intelligence has emerged because of the reduced use of fee-lings. According to researches; emotional intelligence can be improved at every age. The first step in developing emotional intelligence can start with de-termining whether the goals that individuals specify are appropriate for them. Individuals can learn to control their emotions and thoughts. Building empathy and managing negative criticism are other factors that improve emotional intel-ligence. Developing the emotional intelligence of individuals can help them stay one step ahead in their business lives. Individuals who know how to use their emotional intelligence skills properly can make their Professional lives easies for themselves and they can provide better quality services. The purpo-se of this study is to find out whether there is any relationship between the emotional intelligence of the employees in the service sector and the quality of the service they are performing. For this purpose, “Emotional Intelligence Scale” and “SERVQUAL Scale” have been made to 137 people working in service sector. Correlation and Simple Linear Regression analyzses have been performed to test hypotheses developed in the research. According to the re-sults of the research, the employee’s emotional intelligence affects the quality of service. In addition, emotional intelligence has an increasing influence on service quality.

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