Browsing by Author "Siene Elizabeth EKE"

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    Communication Skills, Emotional Intelligence and Service quality of Academic Staff in Public Tertiary Institutions, Ekiti State, Nigeria
    (Lead City University, 2022-12) Siene Elizabeth EKE
    As tertiary education systems diversify, quality has become the key word and the society is increasingly concerned about the excellence of teaching and value of presentation of instructions by academic staff in the tertiary institutions as quality education is the solution to most societal problems. Hence, it is paramount to identify the level of service quality, communication skills and the level of emotional intelligence of academic staff in public tertiary institutions in Ekiti State. A cross-sectional survey design was adopted with a population of 5,031 academic staff of four public tertiary institutions in Ekiti state. A sample size of 302 was computed through Krejcie and Morgan's sample-size table for the academic staff. The study adopted the simple random sampling technique to select the academic staff. The instrument designed for the study was adapted and validated. The Cronbach's Alpha coefficient range between 0.7, 0.8. 0.6, and 0.76 respectively. The response rate of 80.3% was achieved for the populations, and data were analyzed through descriptive and inferential statistics. Findings revealed that Communication Skills has a moderate and positive correlation with service quality of Educators under investigation (F(1, 243) = 129.227, p < 0.05). Study revealed that emotional intelligence has a moderate and positive correlation (R = 0.458) with service quality of educators of public institutions higher learning in Ekiti State and that communication skills and emotional intelligence have high and positive correlation (R = 0.626) with service quality of academic staff of public tertiary institutions in Ekiti State. The study inferred that a statistically significant effect of educators’ competence, effectiveness, reliable, responsiveness, and client-friendliness in public institutions of higher learning in Ekiti State and recommended that the management of public institutions should organize periodic communication skill training for the academic staff so as to stay relevant within the system. Keywords: Communication Skills; Emotional Intelligence; Service Quality. Word Count: 299