Impact of Emotional Intelligence of Service Providers and Customers Satisfaction in Air Transport: Case Study of Pharmacists
This research investigated the relationship between emotional intelligence of service providers and customers satisfaction. The case study of pharmaceutical service in Bangkok is the focused group for the researcher to discover the correlation between emotional intelligence of pharmacists and customers satisfaction. Customers from nine pharmaceutical service organizations in Bangkok, Thailand participated in the study by completing a seven item customers satisfaction questionnaire and the Bar-On Standardized Emotional Quotient Inventory (EQI). The findings showed that there was a significant relationship between emotional intelligence score of the pharmacists and customers satisfaction. Therefore, pharmaceutical service providers played an important roles of developing customers satisfaction from the caring characters. The author recommends skills in the form of caring and mercy for service providers in air transport to enhance customers satisfaction. Since, the air transport is an important sector to achieve economic growth. In addition, the air carrier as a service provider played an important role not only to promote tourism but also to make connections in national and the international levels. This would generate a significant level of revenue for the country.