IMPACT OF IT INTERNAL RELATIONSHIP MANAGEMENT ON IT INTERNAL SERVICE QUALITY AND IT INTERNAL USER SATISFACTION: A SOCIAL CAPITAL PERSPECTIVE

摘要

Information Technology (IT) investment accounts for a large part in enterprises' investments andIT is becoming more and more important in employees' daily work. IT internal relationshipmanagement will contribute to IT internal service quality and IT internal user satisfaction, twoimportant measurements of IT success. In this study, IT internal relationship management wasexamined from the social capital perspective, and the consequences of IT internal relationshipmanagement was also explored. By analyzing the data collected from an online survey, we foundthat three dimensions of IT internal relationship management have positive and significanteffects on IT internal service quality, which has positive effect on IT internal user satisfaction.Theoretical and managerial implications were also discussed.