The effects of emotional intelligence on job performance and employee satisfaction: The case of a hotel in Zimbabwe
Abstract
This study assesses the eff ect of emotional intelligence on job performance and employee satisfaction among front-line staff at Hotel A. A quantitative, descriptive cross-sectional design was employed, involving a stratified sample of 64 front-line officers. Data were collected and analysed using the Statistical Package for the Social Sciences (SPSS), with both descriptive and inferential statistical techniques applied. The reliability of the research instrument was confirmed using Cronbach’s alpha coeffotmeicients, which demonstrated acceptable internal consistency. Findings indicated an overall eff ect of emotional intelligence on both job performance and employee satisfaction. However, the predictive power of emotional intelligence on these two outcome variables was found to be weak, suggesting that emotional intelligence alone is not a strong determinant of either job performance or employee satisfaction. The null hypotheses were rejected, with the results supporting the alternative hypotheses at a 95% confidence level, indicating that job performance and employee satisfaction are statistically significant factors associated with emotional intelligence. The study recommends that Hotel A implement continuous professional development initiatives, including refresher courses focused on emotional intelligence and its relationship with job performance and satisfaction. Furthermore, it is advised that the organisation addresses additional performance-related factors, such as setting clear performance targets, ensuring adequate resource allocation, enhancing internal communication, and fostering a supportive workplace culture. Recognition, feedback, and reward systems should also be strengthened to bolster employee satisfaction and engagement.
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