IS SPIRITUALITY THE BUILDING BLOCK THR CREATING EMPLOYEE CARING BEHAVIOR? ASSESSING MODERATING EFFECT OF ISLAMIC RELIGIOSITY & MEDIATING EFFECT OF EMOTIONAL INTELLIGENCE

Abstract

As in any service sector, the right behavioral skill set sparks the business. Especially in banking sector, the enhanced caring behavior of the branch staff plays the similar role, but if you look in depth we will see that there is a lack of empathy towards the customer. This study tends to explore those unchartered traits of banking staff. If branch head can identify those traits, may be able to cater to those employees’ needs efficiently. 187 banking employees were respondents for survey questionnaire. Analysis included descriptive statistics, correlations, structural equation modeling, and multi group analysis. Momentous positive association amid spiritual intelligence and caring behaviors was reported for whole banking sector, either it was Islamic or conventional. Only the indirect effect of Emotional Intelligence, Religiosity amongst Muslims, was no significant in Islamic banking sector. The indirect relationship between spiritual intelligence and caring behavior of employees through moderation of the religiosity amongst Muslims was insignificant. Branch managers may find it more fruitful to engage their subordinates as per their social values , so they may be able to put in better ideas for business generation.