The Influence of Organisational Culture, Leadership Style, Work-Life Balance and Service Quality on Customer Satisfaction: A Case Study of a Selected Bank

Abstract

Customer satisfaction remains a critical determinant of competitiveness and sustainability within the banking sector. This study investigates the influence of organisational culture, leadership style, work-life balance, and service quality on customer satisfaction within a South African selected bank. Drawing on the Service-Profit Chain framework, the study examines how internal factors contributes to service delivery and customer-related outcomes. A quantitative research approach was adopted, and data were collected using structured questionnaires. Statistical techniques including correlation and regression analysis were employed to analyse the relationships among the variables. The findings revealed that service quality significantly and positively influences customer satisfaction. Organisational culture and leadership style were also found to positively influence customer satisfaction through improved employee behaviour and service delivery. Although work-life balance demonstrated a weaker relationship with customer satisfaction, it remains important in promoting employee well-being and service performance. This study contributes to existing literature by integrating organizational culture, leadership style, work-life balance, and service quality within a single framework in the South African context. The findings further provide practical implications for bank managers seeking to improve service delivery and strengthen customer satisfaction through internal organisational practises