Abstract
The higher education environment is experiencing significant changes, and the focus is moving to competitiveness
and customer care. The role of organisational culture and job satisfaction in the delivery of quality customer service
was investigated in this study. The indications are that a relationship should exist between organisational culture
and learner satisfaction, but it transpired that the relationship between staff members’ job satisfaction and learner satisfaction was not significant. An evaluation of a proposed learner-satisfaction model revealed interesting dynamics influencing relationships between the core dimensions studied.