الذكاء العاطفي وعلاقته بجودة الخدمة "دراسة حالة من الجهاز المركزي للإحصاء الفلسطيني"

This study aims to identify the emotional intelligence dimensions (skills) of the employees of the Palestinian Central Bureau of Statistics (PCBS) and their relationship to the quality of the actual services provided by the PCBS. To achieve the objectives of this study, the researchers used the analytical descriptive approach and the correlational approach. Where the population of this study represents all the employees in the (PCBS) holding supervising degrees and occupying the positions of (head of a division, assistant manager, manager, and the general manager), and they are (165) in number. A random sample consisting of (100) individuals were chosen from the study community. The questionnaire was distributed directly to them, and a total of (90) questionnaires were returned, of which (84) were valid for analysis, and that in percentage is approximately (51%), and this is a suitable percentage for scientific research purposes. To get the results of the study, the statistical analysis program (SPSS) was used to analyze the collected data. The results illustrated that the emotional intelligence dimensions (skills) of the employees of PCBS were from the middle level and above. Moreover, the results indicated that the quality of the actual services provided by the (PCBS) is of high level. The study concluded that all dimensions (skills) of emotional intelligence have a high predictive ability to the quality of the actual services provided by the (PCBS) organization but in various degrees. According to the results, the most influential emotional intelligence dimension on the actual quality of service was the social skills dimension, followed by motivation skills. However, the least influential one is empathy skills and handling emotions generally skills.

The study also presented many recommendations. The most important is that the emotional intelligence skills of (PCBS) employees should be enhanced by giving them the necessary training, and the PCBS should educate the employees about the concept of emotional intelligence.