This thesis investigates the levels of IT competencies and the conditions for training effectiveness among Malaysian university clerical workers using both quantitative and qualitative research methods. Seven conditions that affect the transfer of IT training to the workplace according to the order of importance were identified based on an Expert of Opinion Analysis: organisational management, trainee characteristics, IT facilities, trainer competency, training methodology, organisational system and work culture. These conditions or constructs were formulated into semistructured interview and survey questionnaire, which was answered by 21 interviewees and 554 respondents respectively. Qualitative data were transcribed and categorised to identify themes and patterns while quantitative data underwent traditional reliability and validity tests using Cronbach alpha and factor analyses. A major finding is that clerical workers acquire IT competence through informal training process particularly mentoring, self and experiential learning. However, informal training mode functions as a complement to formal training. A clerical worker normally acquires basic skills through formal training and will try to master advanced IT skills through informal training. Analysis of data indicated that most of the interviewees have high levels of competence in word processing, spreadsheet and communication and Internet. Findings from the Pearson correlation analysis is consistent with the Expert Opinion Assessment whereby the highest Pearson correlation value is for organisational management, while the lowest Pearson correlation value is for work culture. Differences of mean ranking for items measuring IT competence are attributed to age, work unit and academic qualification. Finally, all seven constructs are equally important but have varying impact on IT competence. Therefore, all seven constructs should be viewed in an integrated manner in accordance to the conceptual model proposed in this study.
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