Completion Date
Spring 4-19-2024
Document Type
Thesis
Degree Name
Master of Science (MS)
Program or Discipline Name
Project Management
First Advisor
Dr. Sarah Dyson
Abstract
This study investigates the correlation between emotional intelligence (EI) and client satisfaction in project management. It is guided by the central research question: Is emotional intelligence linked to client satisfaction? To explore this, the research is structured around Practice of EI on Leadership and Junior level and impact on client satisfaction, the impact of varying work environments, including remote, hybrid, office-based, and site-based settings, on project outcomes post-pandemic; differences in EI practices across countries and the effect of diverse work cultures; the comparison of EI application across different fields, with a focus on work-life balance and industry-specific practices in banking, construction, and healthcare.
Employing a qualitative methodology, the study analyses responses from a survey distributed via LinkedIn, utilizing Qualtrics for data coding and interpretation. Preliminary findings suggest that while employee satisfaction is crucial to performance, the direct linkage between EI and project success, and thereby client satisfaction, is complex and multifaceted. Moreover, work environment settings and cultural differences highlight the necessity for adaptable EI practices. Limitations arise in the subjective nature of client satisfaction and its measurement beyond project success. This research contributes to understanding the multifunctional role of EI in project management and underscores the potential of empathetic leadership and tailored management practices to enhance client relations and project outcomes.
Recommended Citation
Berawala, M. (2024). Impact of Emotional Intelligence on Client Satisfaction In Project Management. Retrieved from https://digitalcommons.harrisburgu.edu/dandt/7
Included in
Business Law, Public Responsibility, and Ethics Commons, Human Factors Psychology Commons, Industrial and Organizational Psychology Commons, International and Intercultural Communication Commons, Interpersonal and Small Group Communication Commons, Labor Relations Commons, Leadership Commons, Leadership Studies Commons, Multicultural Psychology Commons, Nonprofit Administration and Management Commons, Operations and Supply Chain Management Commons, Organizational Behavior and Theory Commons, Organizational Communication Commons, Other Psychology Commons, Personality and Social Contexts Commons, Public Relations and Advertising Commons, Social Psychology Commons, Sociology Commons, Strategic Management Policy Commons