Strengthening Business Leadership: The Mediating Role of Financial Inclusion Culture in the Impact of Employee Training on Financial Service Efficiency

This study, conducted in Algeria during the 2024‒2025 academic year, investigates the critical interplay between human capital development and organizational performance within the commercial banking sector. It specifically examines how employee training affects service efficiency, with particular focus on the mediating role of financial inclusion culture and the strategic influence of business leadership. The data were analyzed using structural equation modeling (SEM) and mediation analysis in JASP to test the hypothesized relationships. The central research question explores to what extent training methods contribute to enhancing operational effectiveness while promoting inclusive financial habits under effective business leadership. Using a quantitative approach based on questionnaires and performance data from 280 respondents across six Algerian banks, the results demonstrate a clear positive link between inclusive training programs and financial service efficiency when supported by committed business leadership. The analysis further reveals that banks with strong business leadership and existing inclusive practices gain significantly more advantages from employee training, as financial inclusion culture acts as a mediating factor. This study underscores how strategic business leadership in integrating human resource management practices with broader corporate values achieves sustainable competitive advantages. The research demonstrates that business leadership in designing targeted training initiatives creates dual benefits by enhancing customer service quality while building environments that promote financial access. The implications extend beyond banking, offering valuable insights for business leadership, policymakers, and financial institutions in developing programs that promote workforce competencies, financial literacy, and inclusive organizational cultures.