Impact of Transformational Leadership Style on Customer Satisfaction During the COVID-19 Pandemic with Organizational Citizenship Behaviour as a Mediator in India’s Pharmaceutical Industry

Abstract Leaders adopting TL (transformational leadership style) are capable in motivating their followers to exhibit the best possible outcomes during tough situations like COVID-19. Doctors and healthcare providers who work tirelessly to create a great balance in the helm of life and death are key players in pharmaceutical industries. Their level of satisfaction not only helps in the enhancement of the productivity of the industry but also gains customers. In order to resolve the tough situation and come up with appropriate solution, an effective TL will be the actual saviour for the pharmaceutical industry. Also, due to the invasion of COVID-19, several companies, leaders and employees were imposed to change. Leading professionals effectively built the bridge between the organizations and the customers. Thus, tracing how TL impacts OCB (organizational citizenship behaviour) and CS (customer satisfaction) is the ultimate focus of the study. In order to carry out this, the present study framed a structured questionnaire; responses were fetched from 400 respondents from the pharmaceutical business. The collected data was analysed using SPSS software and SEM to determine the relationship and the significance of the model. The overall results of the research revealed that there is a positive impact among the constructs. That is, TL has impact on CS which is mediated by OCB. Limitations and further recommendations are also addressed.