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An interactional view of end-user training: An empirical study of causal relationships among end-user training factors
Abstract
This study fulfills a need for research within an area that may be defined as "facilitation of organizational learning and usage of information systems technologies." Prior research on end-user training (EUT) and computer-based training (CBT) has taken rather narrow perspectives, focusing on such aspects as individual differences and specific characteristics of systems. However, the current deep penetration of information technology into the planning and operation of an enterprise, at all organizational levels, has generated new dimensions for the education and training of end-users. In line with the current level of information technology development and strategic utilization of end-user computing (EUC) in business organizations, end-user education/training managers need to adopt a broader view (such as the macro interactional view of this study) in order to increase end-user satisfaction and enhance organizational performance. This research addresses this need in the following ways: First, based on prior research on end-user training and interactive psychology theory, a conceptual causal model was developed for the examination of end-user education/training variables in a computer-based information systems (CBIS) environment. Second, interviews with end-user training department managers or staff in eleven major companies in Nebraska furnished descriptive evidence of end-user training implementations. Third, the relationships among EUT variables presented in the model were empirically investigated through questionnaires collected from end-users in large and small business organizations in Nebraska. The most important contribution of this study is that it identified strong direct correlations between end-user information system (IS) acceptance and end-user IS satisfaction, and between end-user IS satisfaction and end-user job satisfaction. Statistical analysis of the causal model verified the importance of the end-user's IS acceptance level in the end-user education/training context. Although end-user ability had relatively significant correlations with end-user IS acceptance and system utilization, it did not have significant direct effects on end-user IS satisfaction and end-user job satisfaction. This finding suggests an important implication to end-user training managers: Even though end-users with enhanced skills or abilities use information systems more in their job tasks, they are not necessarily more satisfied with their IS or their job than others.
Subject Area
Management
Recommended Citation
Kim, Yeong R, "An interactional view of end-user training: An empirical study of causal relationships among end-user training factors" (1991). ETD collection for University of Nebraska-Lincoln. AAI9200143.
https://digitalcommons.unl.edu/dissertations/AAI9200143