Effect of Emotional Intelligence on Employee Performance in the Banking Sector of North-Kivu Province, Democratic Republic of Congo

Abstract

In modern organisations, particularly in service-oriented sectors such as banking, emotional intelligence is increasingly recognised as a key factor in professional performance. Several international and regional studies have analysed the link between emotional intelligence and job effectiveness. However, empirical evidence regarding this relationship in the context of the banking sector in the Democratic Republic of Congo remains limited. This study aims to analyze the extent to which emotional intelligence quotient influences the performance of employees working in commercial banks in North Kivu province. The research is based on Bar-On's model of emotional intelligence and adopts a descriptive and quantitative methodological approach for data collection and analysis. A sample of 229 employees from eight commercial banks was selected to participate in the study. Data were collected using a structured questionnaire. Statistical analysis was performed using SPSS version 25, employing descriptive statistics, correlation analyses, and regression models. The results reveal a strong, statistically significant, and positive relationship between emotional intelligence and employee performance (r=0.888, p-value <0.01). The findings showed a strong, statistically significant positive relationship between emotional intelligence and employee performance. Social management intelligence was the strongest predictor of performance (R² = 82.1%), followed by emotional intelligence quotient (R² = 78.7%) and self-management intelligence (R² = 78.6%). Performance was measured by target realization, work quality, and cost-effectiveness.  In conclusion, emotional intelligence appears to be a major predictor of performance in the Congolese banking sector. Financial institutions are therefore advised to actively promote the development of their employees' emotional skills to improve their professional effectiveness.