User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective.

Author List: Sun, Yongqiang; Fang, Yulin; Lim, Kai H.; Straub, Detmar;

Information Systems Research, 2012, Volume 23, Issue 4, Page 1195-1211.

Existing research has long considered service quality as a primary determinant of user satisfaction with information technology (IT) service delivery. In response to the knowledge-intensive and collaborative nature of IT service delivery in the contemporary business context, we advance the theoretical understanding of user satisfaction by re-conceptualizing IT service delivery as a bilateral, relational process between the IT staff and users. Based on this reconceptualization, we draw on social capital theory to examine the antecedents of user satisfaction with IT service delivery. Specifically, we posit that two major dimensions of social capital, i.e., cognitive capital and relational capital, not only positively affect user satisfaction but also strengthen the established relationship between service quality and user satisfaction. Furthermore, we propose that the effect of the other dimension of social capital—structural capital—on user satisfaction is fully mediated through cognitive capital and relational capital. A field study of 159 users in four financial companies provides general empirical support for our hypotheses. Theoretical and practical implications of these findings are discussed.

Keywords: IT service; service quality; social capital; survey; user satisfaction

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List of Topics

#158	0.242	capital social ict communication rural icts cognitive society information well-being relational india societal empirically create develop disadvantaged technologies explore china
#211	0.194	service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#276	0.167	satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#108	0.156	model research data results study using theoretical influence findings theory support implications test collected tested based empirical empirically context paper
#253	0.130	user involvement development users satisfaction systems relationship specific results successful process attitude participative implementation effective application authors suggested user's contingency
#173	0.073	effect impact affect results positive effects direct findings influence important positively model data suggest test factors negative affects significant relationship