Emotional Intelligence and Employee Performance

Purpose: The aim of this study is to examine the impact of Emotional Intelligence (EI) on Employee Performance (EP) with the moderation effect of gender in the Bangladeshi service industry, with a specific focus on the banking sector. The study's theoretical basis is grounded in Goleman's (1995) theory of emotional intelligence. Methods: The study used a structured questionnaire with a sample of 390 bank employees and analyzed the data using SPSS 25 and SmartPLS 4. Partial least squares structural equation modeling (PLS-SEM) was used to test direct and moderating effects. Results: The findings revealed a significant impact of all EI dimensions on EP, accounting for 70.2% of the variance. Findings also showed that gender moderated the relationships between motivation and EP and between empathy and EP. However, gender did not moderate the relationship between self-awareness, self-regulation, social skills, and EP. Implications: The study underscores the importance of nurturing employees’ emotional intelligence by providing appropriate care for both male and female staff, particularly to enhance their motivation and empathy. Besides, it extends Goleman’s EI theory in the service-intensive context.