South Asian Journal of Management

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The Impact of Emotional Intelligence on Customer Satisfaction and Repeat Buying Behavior among Young Consumers: An Assessment of the Moderating Role of Dental Health Consciousness


Affiliations
1 K.J. Somaiya Institute of Management Studies and Research, Vidyavihar, Mumbai 400077, India
2 K.J.Somaiya Institute of Management Studies and Research, Vidyavihar, Mumbai 400077, India
     

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The healthcare industry in India is experiencing unparalleled growth and is estimated to grow upto 75% by 2020. This study endeavors to explore the role of Emotional Intelligence (EI) on customer satisfaction, perception of right choice and repeat buying behavior with dental health consciousness as a moderating variable. Prior studies have explored customer satisfaction and repeat buying behavior but none are in terms of EI and dental health consciousness. The sample comprised of 262 management students. The study employed convenient sampling technique and survey method for data collection. Data was analyzed using quantitative methods. Results indicated that the relationship between EI and perception of right choice and repeat buying behavior was moderated by the variable dental health consciousness. It suggests that emotionally resilient and dental health conscious customers are more prone to indulge in repeat buying behavior. The paper concludes with managerial implications.

Keywords

Customer Satisfaction, Dental Health Consciousness, Emotional Intelligence, India.
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  • The Impact of Emotional Intelligence on Customer Satisfaction and Repeat Buying Behavior among Young Consumers: An Assessment of the Moderating Role of Dental Health Consciousness

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Authors

Hemangi Bhalerao
K.J. Somaiya Institute of Management Studies and Research, Vidyavihar, Mumbai 400077, India
Kiran Sharma
K.J.Somaiya Institute of Management Studies and Research, Vidyavihar, Mumbai 400077, India

Abstract


The healthcare industry in India is experiencing unparalleled growth and is estimated to grow upto 75% by 2020. This study endeavors to explore the role of Emotional Intelligence (EI) on customer satisfaction, perception of right choice and repeat buying behavior with dental health consciousness as a moderating variable. Prior studies have explored customer satisfaction and repeat buying behavior but none are in terms of EI and dental health consciousness. The sample comprised of 262 management students. The study employed convenient sampling technique and survey method for data collection. Data was analyzed using quantitative methods. Results indicated that the relationship between EI and perception of right choice and repeat buying behavior was moderated by the variable dental health consciousness. It suggests that emotionally resilient and dental health conscious customers are more prone to indulge in repeat buying behavior. The paper concludes with managerial implications.

Keywords


Customer Satisfaction, Dental Health Consciousness, Emotional Intelligence, India.

References