@article{2019,title={THE ROLE OF MOTIVATION AND OPERATIONAL SKILLS IN THE EFFECT OF SOCIAL CAPITAL ON CUSTOMER SATISFACTION: A RESEARCH IN THE INFORMATION TECHNOLOGY SECTOR},abstractNode={Social capital, which includes the intellection and practice of the quality of relations of organization employees with each other, the participation in the work in the beginning and the next processes, development together by sharing knowledge, is one of the important factors in achieving customer satisfaction.Customer satisfaction is achieved through employee satisfaction, loyalty, its effect incresing motivation ensuring continuity, its contribution to organizational processes motivated and learned together with employees, its effects of enhancing operational capabilities. In this study, it is suggested that social capital provides employee motivation and customer satisfaction thanks to operational performance.In this context,In this context, a survey was conducted for managers of 100 information technology companies between november 2018 and january 2019 and data from 224 managers were examined. According to the research findings, it was found that there is no direct relationship between social capital and customer satisfaction, but it has been determined that motivation and operational ability have an interim variable effect on the relationship between social capital and customer satisfaction.},author={Osman YILMAZ-Gözde MERT},year={2019},journal={Turkish Studies-Economics,Finance,Politics}}