The Mediating Role of Emotional Intelligence in the Relationship between Job Stress and Job Satisfaction. Evidence from General Authority of Civilian Affairs in Palestine رسالة ماجستير

Abstract

This study investigates the mediating role of emotional intelligence (EI) in the relationship between job stress and job satisfaction among employees of the General Authority of Civilian Affairs (GACA) in Palestine. Adopting an explanatory quantitative research design, the study targeted a population of 443 employees across the West Bank and Gaza Strip. Due to accessibility limitations arising from the Israeli aggression on Gaza, the final sample consisted of 183 West Bank employees, selected through simple random sampling. Data were collected via a structured questionnaire and analyzed using SmartPLS4.Findings reveal that job stress has a statistically significant negative impact on job satisfaction, with quality concerns, responsibility pressure, and job vs. non-job conflict being the most influential stressors. Emotional intelligence demonstrated a competitive mediating role, significantly reducing the negative effects of stress on satisfaction. The study also found that job stress negatively impacts EI, while EI positively influences job satisfaction. Descriptive results indicated moderate levels of job stress and satisfaction, and a generally high level of EI among participants. The study contributes theoretically by extending job stress models and reinforcing the mediating role of emotional intelligence within high-stress, public sector environments. Contextually, it offers insight into employee experiences in a uniquely challenging socio political setting. Practically, the findings support the need for structured interventions such as EI development programs, workload redistribution, conflict resolution training, and supportive HR policies to mitigate stress and enhance job satisfaction. Future research is encouraged to adopt longitudinal designs, explore intervention-based approaches, and examine additional psychological mediators such as self-efficacy and work engagement. Comparative studies across public sectors or cultural settings are also recommended to broaden the generalizability and applicability of findings.