Information Handling Capability, Emotional Intelligence and Service Quality of Secretaries in Public Teaching Hospitals, Oyo State, Nigeria
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Date
2025-12
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Lead City University, Ibadan
Abstract
Service quality delivered by secretaries is critical for effective operation and efficient administrative support within public teaching hospitals. Service quality, however, is shaped by several underlying factors. This study examined the relationship between information handling capability, emotional intelligence, and service quality by secretaries in public teaching hospitals in Oyo State, Nigeria. A descriptive survey design was employed, targeting secretaries from the two public teaching hospitals in the state. The study was anchored on SERVQUAL Theory, Frank Upward’s Record Life Cycle Theory, and Goleman’s Emotional Intelligence Theory. Data were gathered through structured questionnaires administered to all secretaries, and the results were analyzed using Pearson correlation and multiple regression. The findings revealed high levels of service quality (Mean = 3.3), information handling capability (Mean = 3.2), and emotional intelligence (Mean = 3.0) among respondents. Statistical analysis showed that both information handling capability (Adj R² = .517, F(1,110) = 119.701, p = .000) and emotional intelligence (Adj R² = .492, F(1,110) = 108.318, p = .000) significantly predicted service quality. When considered together, the two factors contributed substantially to service quality (Adj R² = .576, F(2,109) = 76.325, p < 0.05), explaining 57.6% of the variance. The study concluded that information handling capability and emotional intelligence are critical determinants of service quality among secretaries in public teaching hospitals. The findings showed that secretaries who exhibit high level of information handling capability and emotional competence are more likely to deliver quality service. It recommended continuous professional development and targeted emotional intelligence training to improve secretaries’ performance and enhance administrative effectiveness in healthcare. Overall, the findings enrich existing literature on service quality and administrative efficiency in healthcare management.
Keywords: Emotional Intelligence, Information Handling Capability, Public Teaching Hospitals, Oyo State, Secretaries, Service Quality.
Word Count: 273
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Keywords
Emotional Intelligence, Information Handling Capability, Public Teaching Hospitals, Oyo State, Secretaries, Service Quality.
Citation
Kate Turabian