User satisfaction with information technology service delivery: A social capital perspective

Abstract

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. © 2012 INFORMS.