Intensifying Focus on Service Quality in Higher Education Institutions: Emotional and Spiritual Intelligence

Mazni Saad; Norliana  Ahmadshah; Kamisah  Supian; Anita  Abdul Rani

doi:10.21834/ebpj.v5i15.2340

Authors

Mazni Saad Kulliyyah of Languages and Management, International Islamic University Malaysia http://orcid.org/0000-0001-9621-7447
Norliana Ahmadshah Department of Management Information Systems and Business Analytics, Faculty of Business and Accountancy, Universiti Selangor, Shah Alam, Selangor, Malaysia
Kamisah Supian Department of Muamalat and Marketing, Faculty of Business and Accountancy, Universiti Selangor, Shah Alam, Selangor, Malaysia
Anita Abdul Rani Centre of Human Sciences, Universiti Malaysia Pahang, Pekan, Pahang, Malaysia

DOI:

https://doi.org/10.21834/ebpj.v5i15.2340

Keywords:

Emotional Intelligence; Higher Education Institutions; Service Quality; Spiritual Intelligence

Abstract

The influence of Emotional and Spiritual Intelligence was investigated on the lecturersâ€™ Service Quality. Based on stratified sampling method, the results confirmed that both types of intelligence have a positive and significant influence on the lecturersâ€™ teaching progression. In conclusion, if the average level of each intelligence was good, then the level of Service Quality would also excel accordingly. The study highlights the need to have both EQ and SQ as it will encourage and motivate them into giving their best service to the university as well as their highest commitment towards giving students the best quality learning experience. Â

Keywords: Emotional Intelligence; Higher Education Institutions; Service Quality; Spiritual Intelligence

eISSN: 2398-4287Â© 2020. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peerâ€“review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.

DOI: https://doi.org/10.21834/ebpj.v5i15.2340.