End user computing sophistication in a large health services organization

This paper reports on a study in a large health services organization which investigated the factors which may affect end user sophistication in the use of computers. Quantitative data were gathered by survey from 194 computer users and structural equation modelling was used to test a conceptual model of user sophistication. The research findings emphasised the importance of computer self-efficacy, on-the-job opportunities to use computers, requisite training, and computer use; all were found to have positive effects on user sophistication. Task uncertainty was shown to negatively impact user sophistication. Contrary to expectation, organizational support had a negative effect on user sophistication. Important corroboratory evidence was also found for the role of computer self-efficacy in explaining IT-related behaviours. Overall, the research findings advance current understanding of how user sophistication is developed in, and influenced by, the working environment in this health organisation. The study concludes with a discussion of the implications for practitioners regarding the assessment and development of computing skills in the workplace.