The impact of emotional intelligence on job satisfaction: A study of front-line staff at a large healthcare organization

by Ford, Jennifer Mercedes, Ph.D., CAPELLA UNIVERSITY, 2010, 126 pages; 3409332


Competition and managed care have changed the way that healthcare organizations perceive the importance of patient satisfaction and the definition of quality. Because of the increased difficulty to sustain profitability, many healthcare organizations are examining the effects of emotional intelligence on outcomes and satisfaction. This quantitative study sought to understand the impact of emotional intelligence on the job satisfaction of front-line staff (N=23).

The hypothesis that front-line staff would have a higher average emotional intelligence score than the normative data was partially supported. The average emotional intelligence was not significantly higher (t(22)=.124, p<.001). There was significance in three subscales: Empathy (EQ EM) (t(22)=.002, p<.001), Independence (EQIN) (t(22)=.010, p<.001) and Social Responsibility (EQRE) (t(22)=.000, p<.001).

The hypothesis that there would be a correlation between emotional intelligence and job satisfaction was partially supported in that there was a statistical significance between emotional intelligence and People on your Present Job (JDIPP), (r(18)=.405*, p<.05).

Lastly, the hypothesis that there would be a correlation between demographic variables and emotional intelligence was partially supported. The research suggested that there is a negative correlation between age and the Interpersonal scale on the EQ-i, meaning that as age increased, the Interpersonal score decreased, (r(18)=−.351*, p<.05). This negative correlation also existed between TICJ and emotional intelligence, r(18)=−.310*, p<.05). Specifically, there were three subscale scores that had significance. The Interpersonal scale had a correlation of (r(18)=−.331*, p<.05) and the Adaptability scale had a correlation of (r(18)=−.362*, p<.05). Specifically, the subscale, FLEXIBILITY (EQFL) was statistically significant with a correlation of (r(18)=−.427**, p<.01).

This research not only added to the current body of knowledge for emotional intelligence, but added to the limited body of knowledge of emotional intelligence of front-line staff in healthcare organizations. It also presents the potential for future research on the factors that effect not only job satisfaction, but emotional intelligence of front-line healthcare staff.

AdviserValerie Coxon
Source TypeDissertation
SubjectsManagement; Occupational psychology; Health care management
Publication Number3409332

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