Information Technology Survey
Spring 2011
BA 6303
Business Research Methods
Prepared for:
Dr. Sudhir Chawla
Prepared by:
Daniel Kent
David Solomon
Aaron Nelson
Cody Cooper
Josh Augustin
Abstract
The Information Technology Department at Angelo State University has been distributing a
customer satisfaction survey since 1997. It is used to identify popular IT trends in order to add,
remove, or modify services and to gauge the student population’s satisfaction with the university
computer labs and IT services.
Classrooms were selected randomly and surveys were distributed between March 24, 2011 and
April 8, 2011. Surveys were collected in classroom based and online formats. From a total of
541 collected, 70 were not usable, leaving 471 which could be used for analysis.
The survey consisted of three parts. Part I remained unchanged from the prior year’s survey. It
is based on the SERVQUAL instrument by Zeithaml, Parasuraman, and Berry which measures
satisfaction with three dimensions of service, including Staffing, Services, and Professionalism.
Part II was modified to bring the survey up to date with current service offerings. Part III
consisted of demographic questions. One question was added, and the rest of part III remained
unchanged.
Part 1 of the information technology survey measures gap five of service quality, the difference
between customer’s perceptions and expectations. It consists of three SERVQUAL factors.
These factors include the following:
Staff (Staffing) - This factor’s questions are based on the following dimensions:

Assurance - Knowledge and courtesy of employees and their ability to inspire trust and
confidence

Empathy – Providing care and individualized attention

Responsiveness - Willingness to help customers and provide prompt service
Professionalism (Setting) - This factor’s questions are based on the following dimensions:

Reliability - Ability to perform the promised service dependably and accurately
Services (Tools) - This factor’s questions are based on the following dimensions:

Tangibles – Appearance of physical facilities, equipment, and personnel
Each of the SERVQUAL factors consist of multiple questions that are grouped and separated on
the survey for convenient analysis. The groupings are listed as Staffing, Setting, and Tools on the
survey. To determine the SERVQUAL score for each factor, the following equation is utilized:
Q = PERCEIVED – DESIRED
This equation measures the difference between the respondent’s perceived and desired level of
satisfaction for a particular question. The scores for each question were then averaged and an
overall average for each factor was determined. The following graph illustrates the results:
The factor with the largest discrepancy between the students’ desired level of service and the
service they actually perceive is under the Professionalism factor (-0.95). The Staff factor
showed the second largest difference (-0.80) followed by the Services factor (-0.68).
We have also compared the mean scores calculated in 2011 against the scores calculated in the
five previous years. A summary of those figures is shown below:
0
2006
2007
2008
2009
2010
2011
5 Year Plot
-0.2
-0.4
-0.6
Staff
Professionalism
-0.8
Services
-1
-1.2
Based on this graph, the Professionalism factor has decreased the most by 0.53 from last year.
The Staff factor also decreased slightly by 0.03 from last year. Finally, the Services factor
increased by 0.07 from last year. This shows clear justification for training in the factor
professionalism.
Below are a few recommendations we feel will improve these scores:

Increase Staff knowledge of hardware and software

Become more proactive at directing students to open work stations particularly to other
labs if the current lab is full

Improve computer response time during log-in and application loading

Continually update lab computers and peripherals as funds allow
Topics of interest this year:
The new RamMail system rated above average satisfaction (mean 4.30) and above average
scores on all attributes on scales of 1-5.

Ease of use: 4.27

Mobile Access: 3.87

Calendar: 3.80

Increased storage space: 3.60
The largest percentage of students (43%) feel 1,500-2,000 printing pages a semester is
appropriate (1,931 mean)
Possibly cut the following services if budget issues arise:

Student owned laptop support (66% of students surveyed have not used)

Email Express Kiosks (69% of students surveyed have not used)

Camcorders/Digital Camera checkout (86% of students surveyed have not used)

Learning Commons Equipment Checkout (86% of students surveyed have not used)
The following sections of this report will go into greater detail about the SERVQUAL instrument
and the factors utilized in this survey; as well as providing additional detail and analyzed results
of all three parts of the survey.
Introduction
Student satisfaction is an important part of the Information Technology Department at Angelo
State University. The department strives to bring the most value possible to the services it offers
the student body. It brings this value by constantly measuring performance and improving its
services. With the rapid changes in this field, it is important to continually modify its offerings
to stay up to date with the latest technology as well as current usage trends in the student
population. Each year since 1997, a survey has been given to gauge student needs and to provide
a basis for modifying its services.
There are currently four computer labs on campus for general student and class use with over
100 applications on each computer. The MCS 111 lab is available 24 hours a day while classes
are in session. There are also 280 wireless access points provided around campus.
The survey measures the performance of the services being offered on campus, provides
demographic information, and asks for feedback on possible new offerings the students would
like to have available at the university. This year, questions were introduced to find student
usage of laptops and to examine the possibility of adding laptop printing stations. Also questions
evaluating the new RamMail system were also added. Continuing to provide services with the
prospect of a reduced future budget was also a key point of interest this year.
Survey Distribution, Design and Methodology
During the spring 2011 semester, surveys were distributed to randomly selected classes between
March 24th and April 8th. The majority of surveys completed were paper-based surveys passed
out in classes. Professor approval was obtained prior to distribution of the surveys. A number of
surveys were also taken by students directly online. A total of 541 surveys were completed. Of
those surveys, 471 were valid and utilized for this report. Surveys were determined invalid if
they were less than 70% complete, or if students’ answers were biased.
Part One: SERVQUAL
As previously discussed, part one of the survey uses the SERVQUAL instrument developed by
Zeithaml, Parasuraman, and Berry. Part one consists of twenty-five questions scaled from 1
(low) – 9 (high). Each question has two versions. One measures the students’ desired service
level and the other measures their perceived service level. SERVQUAL determines the
mathematical difference between desired level of service and the level of service actually
perceived. The initial SERVQUAL research yielded seven dimensions, but this was later scaled
down to five dimensions to maintain distinction (Berry, et al. 26)
The five distinct SERVQUAL dimensions are:

TANGIBLES
Physical facilities, equipment, and appearance of personnel.

RELIABILITY
Ability to perform the promised service dependably and accurately.

RESPONSIVENESS
Willingness to help customers and provide prompt service.

ASSURANCE
Knowledge and courtesy of employees and their ability to inspire trust and confidence.

EMPATHY
Caring, individualized attention the firm provides its customers.
It is not possible to maintain all five SERVQUAL dimensions due to the limited number of
surveys typically returned from the I.T. survey. Therefore, the five dimensions have been
combined into three. The three ASU survey service dimensions utilized, and the questions from
the survey included in each dimension are as follows:
Factor 1: focuses on Staff and consists of questions concerning the following dimensions:

Assurance - Knowledge and courtesy of employees and their ability to inspire trust and
confidence

Empathy – Providing care and individualized attention

Responsiveness - Willingness to help customers and provide prompt service
The questions that made up this factor include:

Q1 - The computer lab staff’s willingness to help me

Q2 – The staff’s ability to instill confidence in me to use the computer lab software and
hardware

Q3 – Staff who have the knowledge to answer my questions about computer lab policies,
operating hours, software, and hardware

Q4 – Computer lab staff who deal with me in a caring fashion

Q5 – Receiving a prompt response to my computer lab problems and/or suggestions

Q6 – Computer lab staff who have my best interest at heart

Q7- Computer lab staff who understand my computing needs

Q8-– Computer lab staff who give me personal attention

Q9 – Staff who have the knowledge to answer my questions about software and hardware
Factor 2: focuses on Professionalism (Staffing) and consists of questions concerning the
following:

Reliability - Ability to perform the promised service dependably and accurately
The questions that made up this factor include:

Q10 – Providing computing services as promised in the ASU catalog, or web page

Q11 – Services provided at times listed

Q12 – A visually appealing computer lab (i.e. neat, clean, and organized)

Q13 – Computer lab staff can be distinguished from other students and are easy to
identify

Q14 – Ability to find an available workstation in one of the five labs on campus

Q15 – Being directed by staff to an open workstation at another computer lab if the first
computer lab is full

Q16 – Convenience of normal operating hours to personal schedule

Q17 – Computer lab staff who are dressed appropriately for their position

Q18 – Computer response time during log-in or application loading
Factor 3: focuses on Services (Tools) and consists of questions concerning the following:

Tangibles – Appearance of physical facilities, equipment, and personnel
The questions that made up this factor include:

Q20 – Counting on the computer labs to have the software and hardware I need to
complete assignments

Q21 – Relying on the computer lab software and hardware to operate smoothly

Q22– The computer labs containing state-of-the-art computers and peripherals

Q23 – The variety of software available in the computer lab

Q24 – The variety of special equipment (i.e. scanners and color printers) available in the
computer labs

Q25 – Disk space provided to me on the server (my P: drive) is adequate for my data
storage needs
Q19 -“What is your overall satisfaction level with ASU computer labs?’ was analyzed separately
because the question encompasses all factors.
To determine the SERVQUAL score for each factor, the following equation was utilized:
Q = PERCEIVED – DESIRED
This equation measures the difference between the respondent’s perceived and desired level of
satisfaction for a particular question. The scores for each question were then averaged and an
overall average for each factor was determined. The following graph illustrates the results:
To ensure internal reliability of the scale, a Cronbach Alpha test was run on each of the three
factors individually as well as running all three factors together. Cronbach’s Alphas will
generally increase as the intercorrelations among variables increase, therefore, a larger number
typically indicates greater internal consistency. A score of .70 or greater is considered sufficient
for internal consistency. The following graph depicts the Cronbach Alpha results:
Cronbach Alpha Scores
1
0.9
0.889
0.894
0.891
0.832
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
Staff
Professionalism
Services
Combined
Based on these tests, we can conclude sufficient internal consistency and reliability of this scale.
Statistical Analysis
T-Test
A t-test is typically run in order to make inferences about the mean of a population. It will help
determine if the means between two variables differ. The null hypotheses of these tests are that
there is no difference in the means of the two variables being compared, while the alternative
hypotheses are that there is a difference in the means. A significance level of .05 was used for
analysis and normal distribution was assumed. It is important to note the types of data that can be
included in a t-test. The dependent variables must be interval or ratio scale (in business,
categorical data is treated as an interval scale). The independent variables must be nominal or
two level categorical data. T-test results will determine if there is a significant difference
between the responses of the independent variables. There are three questions in the I.T. survey
that can be utilized as independent variables for T-test purposes. These are:
Q26: Do you own a personal computer or laptop?
Q60: Gender
Q65: I live (on/off campus)
Each of these questions were run against the three SERVQUAL factors, Q19 SERVQUAL
(overall satisfaction of labs) and all scale questions (Q30, Q32, Q34, Q36, Q37, Q40-56, Q59).
All significant results are listed below. Results were significant if the T Significance value was
less than .05.
Q26: Do you own a personal computer or laptop?
No significant results found.
Q60: Gender
Q30: RamMail Increased Storage
Sig .000
Males liked RamMail increased storage more (mean 3.94) then females (mean 3.27).
4.5
3.94
4
RamMail Increased
3.27
3.5
3
2.5
2
1.5
1
0.5
0
Male
Female
Q36: Overall satisfaction level with ASU technology services
Sig .001
Females were more satisfied with the Overall satisfaction level with ASU technology services
(mean 93%) than males (mean 91%).
Q45: Blackboard Satisfaction
Sig .016
Females were more satisfied with Blackboard (mean 4.09) than males (mean 3.86).
Q55: ASU Alert Satisfaction
Sig .013
Females were more satisfied ASU Alert (mean 4.11) than males (mean 3.82).
Q56: ASU Mobile Application Satisfaction
Sig .018
Females were more satisfied ASU Mobile Application (mean 3.75) than males (mean 3.28).
SERVQUAL Staffing
Sig. 004
Males were less dissatisfied with the Staffing factor (mean -0.53) then females (mean -0.98).
SERVQUAL Professionalism
Sig .044
Males were less dissatisfied with the Professionalism factor (mean -0.76) then females (mean 1.08).
Q65: Live on/off campus
Q30: RamMail ease of use
Sig .045
People who lived off-campus liked RamMail ease of use more (mean 4.37) then people who
lived on campus (mean 4.13).
4.4
4.37
RamMail ease of use
4.35
4.3
4.25
4.2
4.13
4.15
4.1
4.05
4
Off-campus
Q45: RamMail new system Satisfaction
On-campus
Sig .002
People who live off campus were more satisfied with the new RamMail system (mean 4.38) than
people who live on campus (mean 4.12).
4.4
4.38
4.35
RamMail new system
4.3
4.25
4.2
4.12
4.15
4.1
4.05
4
3.95
Off-campus
On-campus
Q48: Wireless Network Access on Campus Satisfaction
Sig .014
People who live off campus were more satisfied with Wireless Network Access on Campus
(mean 3.73) than people who live on campus (mean 3.41).
3.73
3.8
Wireless Network Access
on Campus Satisfaction
3.7
3.6
3.41
3.5
3.4
3.3
3.2
Off-campus
Q50: 24 Hour Lab Satisfaction
On-campus
Sig .037
People who live off campus were more satisfied with the 24 Hour Lab (mean 4.42) than people
who lived on campus (mean 4.23).
4.45
4.42
24 Hour Lab Satisfaction
4.4
4.35
4.3
4.23
4.25
4.2
4.15
4.1
Off-campus
On-campus
Q59: Technology Provided a Better Learning Experience
1=strongly agree)
Sig .013 (1-5 agree
People who live off campus agreed more with the statement that Technology Provided a Better
Learning Experience in the Classroom (mean 1.76) than people who live on campus (mean 1.96).
1.96
2
1.95
Technology
Provided a Better
1.9
1.85
1.8
1.76
1.75
1.7
1.65
Off-campus
SERVQUAL Services
On-campus
Sig .02
People who live on campus were less dissatisfied with the Services factor (mean -0.44) than
people who lived off campus (mean -0.79).
0
-0.1
Off-campus
On-campus
-0.2
-0.3
-0.4
-0.5
-0.44
-0.6
-0.7
-0.8
-0.9
SERVQUAL Services
-0.79
ANOVAS
ANOVA test is similar to a t-test except that it allows for testing the difference among means for
two or more populations. The null hypothesis is that there is no difference in the means while the
alternative hypothesis is that there is a difference in the means. Normal distribution is also
assumed and a significance level of .05 is considered significant. The dependent variables for
ANOVAS must be interval data (categorical data may also be used because it’s considered
interval data in business). The independent variables must be categorical with more than two
levels. In addition, there must be a minimum of fifteen counts in each category of independent
variables; otherwise, the variables need to be collapsed. There are three questions in the I.T.
survey that can be utilized as independent variables in for ANOVA tests:
Q61: Academic Standing
Q62: Age
Q63: College of your major
For each of these categories, data had to be collapsed because one category for each had a
response rate of less than fifteen. For Academic Standing, Graduate responses were collapsed
into Seniors. For Age, Over 45 years responses were collapsed into 36-45 years. For College of
your major, Graduate Studies responses were dropped completely. Each of these questions were
run against the three SERVQUAL factors, Q19 SERVQUAL (overall satisfaction of labs) and all
scale questions (Q30, Q32, Q34, Q36, Q37, Q40-56, Q59). All significant results are listed
below. Results were significant if the F-test Significance value was less than .05.
Q61: Academic Standing
Q44: Color Printing Satisfaction
Sig .02
Freshmen and Sophomores are more satisfied with color printing services (mean 4.09, 4.16) than
Juniors and Senior/Graduate students (mean 3.45, 3.45).
Color Printing Satisfaction
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Freshmen
Sophomores
Q47: RamMail New System Satisfaction
Juniors
Seniors
Sig .025
Sophomores are more satisfied with the RamMail new system (mean 4.46) while Juniors are the
least satisfied (mean 4.16).
SERVQUAL Professionalism
Sig .047
Freshmen and Sophomores are less dissatisfied with the Professionalism factor (mean -0.61, 0.68) than Juniors and Senior/Graduate students (mean -1.13, -1.09).
0
-0.2
Freshmen
Sophomores
-0.4
-0.6
-0.8
-1
-1.2
SERVQUAL
Juniors
Seniors
SERVQUAL Services
Sig .014
Freshman and Sophomores are less dissatisfied with the Services factor (mean -0.34, -0.44) than
Juniors and Senior/Graduate students (mean -0.80, -0.90).
0
-0.1
-0.2
-0.3
-0.4
-0.34
-0.5
-0.44
-0.6
-0.7
SERVQUAL Services
-0.8
-0.8
-0.9
-0.9
-1
Q62: Age
Q40: Help Desk Assistance
Sig .001
Older students (26-35 and 35-46) are more satisfied with help desk assistance (mean 4.45, 4.52)
than younger students (Under 21, 21-25) (mean 3.91, 3.84).
4.6
4.4
4.45
Help Desk
Assistance
4.52
4.2
4
3.91
3.84
3.8
3.6
3.4
Under 21
21-25
26-35
35-46
Q46: RamPort email old system satisfaction
Sig .032
Older students (26-35 and 35-46) are more satisfied with the RamPort email old system (mean
4.13, 4.10) than younger students (Under 21, 21-25) (mean 3.70, 3.68).
4.2
4.13
4.1
4.1
RamPort email old
system satisfaction
4
3.9
3.8
3.7
3.68
Under 21
21-25
3.7
3.6
3.5
3.4
26-35
35-46
Q59: Technology Provided a Better Learning Experience in the classroom
Sig .035
Older students (26-35 and 35-46) more strongly agree with the statement that Technology
Provided a Better Learning Experience in the Classroom (mean 1.69, 1.48) than younger students
(Under 21, 21-25) (mean 1.91, 1.82).
2.5
2
Technology Provided a Better Learning Experience in the
classroom
1.91
1.82
1.69
1.48
1.5
1
0.5
0
Under 21
21-25
26-35
35-46
Q63: Major
Q30: RamMail increased storage
Sig .00
Education students were the least satisfied with the RamMail increased storage (mean 2.92) as
opposed to Business students who were the most satisfied (mean 4.23).
4.5
4.23
RamMail increased
storage
4
3.5
2.92
3
2.5
2
1.5
1
0.5
0
Education
Q34: Access to printer stations
significantly)
Business
Sig .04
(1= decrease significantly 5=increase
Science students indicated they would decrease lab use the most (mean 2.35) if they could access
printer stations around campus while Business students indicated they would decrease lab use the
least (mean 2.71).
2.8
2.7
2.6
2.5
2.4
2.71
Access to printer
2.35
2.3
2.2
2.1
Science
Business
SERVQUAL Staffing
Sig .04
Education students were the most dissatisfied with the Staffing factor (mean -1.07) as opposed to
Business students who where the least dissatisfied (mean -0.49).
0
Education
Business
-0.2
-0.4
-0.49
-0.6
SERVQUAL Staffing
-0.8
-1
-1.2
-1.07
SERVQUAL Professionalism
Sig .006
Education students were the most dissatisfied with the Professionalism factor (mean -1.43) as
opposed to Business students who where the least dissatisfied (mean -0.43).
0
Education
Business
-0.2
-0.4
-0.43
-0.6
-0.8
SERVQUAL
Professionalism
-1
-1.2
-1.4
-1.6
-1.43
CHI-SQUARE
Chi-square is used to determine whether a systematic association exists between two variables.
The null hypothesis is that there is no association between the variables we are testing. The
dependent and independent variables in a Chi-square test must be nominal or ordinal. There are
three questions in the I.T. survey that can be utilized for CHI-SQUARE test. These are:
Q26: Do you own a personal computer or laptop?
Q60: Gender
Q65: I live (on/off campus)
Each of these questions were run against the following questions (Q27 Q28, Q29, Q31, Q38,
Q40-56, Q58). The Pierson Chi-square Asymp. Sig. is used to determine significant. If this
value was less than .05, it is significant. All significant results are listed below:
Q60: Gender:
Q51: Have you used: Discounted Hardware/Software
Sig .000
Males indicated they have used the Discounted Hardware/Software (28%) more than females
(12%) demonstrating there may be a correlation between gender and using Discounted
Hardware/Software.
Q53: Have you used: Check out of Camcorders/Digital Cameras
Sig .031
Males stated they have used the Check out of Camcorders/Digital Cameras (16%) more than
females (9%) indicating there may be a correlation between gender and Check out of
Camcorders/Digital Cameras.
Q55: Have you used: ASU Alert
Sig .000
Females indicated they have used the ASU Alert (75%) more than males (52%) demonstrating
there may be a correlation between gender and using ASU Alert.
Q26: Do you own a personal computer or laptop:
No significant results found.
Q65: I live (on/off campus):
Q41: Have you used: Student Owned Laptop Support
Sig .008
A greater percentage of students who live on campus (40%) have used student owned laptop
support than students who live off campus (28%).
Q52: Free McAfee Virus Protection on Personal Computer
Sig .011
A greater percentage of students who live on campus have used free McAfee Virus Protection
(45%) on Personal Computer than students who live off campus (33%).
Results
Part 1:
The three SERVQUAL factor scores calculated were:
Staff = -0.80
Professionalism = -0.95
Services = -0.68
SERVQUAL individual question scores (highlighted scores are the worst or each factor):
Staff
Q1: The computer lab staff’s willingness to help me: -0.66454
Q2: The staff’s ability to instill confidence in me to use the computer lab software and hardware:
-0.78981
Q3: Staff who have the knowledge to answer my questions about computer lab policies,
operating hours, software, and hardware: -0.72399
Q4: Computer lab staff who deal with me in a caring fashion: -0.87473
Q5: Receiving a prompt response to my computer lab problems and/or suggestions: -0.82378
Q6: Computer lab staff who have my best interest at heart: -0.85775
Q7: Computer lab staff who understand my computing needs: -0.77495
Q8: Computer lab staff who give me personal attention: -0.84076
Q9: Staff who have the knowledge to answer my questions about software and hardware:
-0.88535
Professionalism
Q10: Providing computing services as promised in the ASU catalog, or web page: -0.69002
Q11: Services provided at times listed: -0.42251
Q12: A visually appealing computer lab (i.e. neat, clean, and organized): -059448
Q13: Computer lab staff can be distinguished from other students and are easy to identify:
-1.11677
Q14: Ability to find an available workstation in one of the five labs on campus: -1.58811
Q15: Being directed by staff to an open workstation at another computer lab if the first lab is full:
-1.73036
Q16: Convenience of normal operation hours to personal schedule: -0.596
Q17: Computer lab staff who are dressed appropriately for their position: -0.49682
Q18: Computer response time during log-in or application loading: -1.31423
Services
Q20: Counting on the computer labs to have the software and hardware I need to complete
assignments: -0.53291
Q21: Relying on the computer lab software and hardware to operate smoothly: -0.76433
Q22: The computer labs containing state-of-the-art computers and peripherals: -0.862
Q23: The variety of software available in the computer lab: -0.5966
Q24: The variety of special equipment (i.e. scanners and color printers) available in the computer
labs: -0.85138
Q25 Disk space provided to me on the server (my P: drive) is adequate for my data storage
needs: -0.48408
Part II:

450 (96%) students own a personal computer or laptop. 15 (3%) do not own a computer
and 6 (1%) did not answer the question.
Yes
No
No response
1%
3%
96%

Of the students that do own computers 309 (66%) said that they own a laptop. 35 (7%)
own a desktop and 84 (18%) own both a laptop and a desktop computer. 43 (9%) students
did not answer this question.
Laptop
Desktop
Both
9%
18%
7%
66%
Didn't Answer

375 (80%) students use Windows as the operating system on their computers. 58 (12%)
use Mac, 2 (0%) use Linux and 4 (1%) use other operating systems. 3 (1%) students use a
combination of Windows, Mac, and Linux. 5 (1%) use a combination of Windows and
Linux, while 8 (2%) use a combination of Windows and Mac, and 1 (0%) student uses a
combination of Windows and another operating system. There were 15 (3%) no
responses to this question.
Windows
2%
1% 0%
3%
1%
1%
0%
Mac
Linux
12%
Other
Windows, Mac, and
Linux
Windows and Linux
80%
Windows and Mac

427 (91%) respondents have signed up for RamMail, 38 (8%) have not, and 6(1%) did
not respond.
Yes
No
No Response
8%
1%
91%

When asked about RamMail’s ease of use, 16 (3%) exhibited a strong dislike, 8 (2%)
showed a dislike, 46 (10%) neither liked nor disliked, 90 (19%) liked it, and 212 (45%)
strongly liked it. There were 99 (21%) no responses.
Strongly Dislike
Dislike
Neither Like Nor Dislike
Like
Strongly Like
No Response
2%
3%
10%
21%
19%
45%

When asked about mobile access to RamMail, 31 (7%) had a strong dislike, 19 (4%) had
a dislike, 86 (18%) neither liked nor disliked, 51 (11%) liked, and 171 (36%) strongly
liked this feature. 113 (24%) did not answer this question.
Strongly Dislike
Neither Like Nor Dislike
Strongly Like
7%
Dislike
Like
No Response
4%
24%
18%
36%
11%

When asked about the RamMail calendar, 11 (2%) showed a strong dislike, 19 (4%) a
dislike, 106 (23%) neither like nor dislike, 75 (16%) a like, and 115 (24%) a strong like.
145 (31%) did not answer this question.
Strongly Dislike
Neither Like Nor Dislike
Strongly Like
2%
31%
24%

Dislike
Like
No Response
4%
23%
16%
When asked about the increased storage of RamMail, 67 (14%) answered strongly
dislike, 5 (1%) dislike, 59 (13%) neither like nor dislike, 84 (18%) like, 129 (27%)
strongly like, and 127 (27%) no responses.
Strongly Dislike
Dislike
Neither Like Nor Dislike
Like
27%
14%
1%
13%
27%
18%

When asked about the Google services they would like to see in RamMail, 200 students
replied they would like to see shared documents, 78 web site creation, 164 chat, and 23
said they would like to see other services offered.
200
164
78
23
Shared
Web Site
Documents Creation

Chat
Other
When asked about their overall impression of classroom technology 101 (22%) students
responded excellent. 279 (59%) said good, 85 (18%) has some issues, 2 (0%)
poor/unacceptable, and 4 (1%) non responses. Most respondents approve of technology
in the classroom.
Excellent
Has Some Issues
No response
1%
0%
18%
59%
Good
Poor/Unacceptable
22%

When asked for their opinion on the necessary amount of printing pages 31 (7%) replied
0-500, 71 (15%) 501-1000, 28 (6%) 1001-1500, 203 (43%) 1501-2000, 27 (6%) 20012500, 35 (7%) 2501-3000, and 26 (5%) over 3000. 50 (11%) did not respond to the
question.
0-500
1501-2000
Over 3000
501-1000
2001-2500
No Response
5%
1001-1500
2501-3000
11% 7%
15%
7%
6%
6%
43%

When asked how their use of the computer lab would be affected if mobile printing were
possible 77 (16%) replied it would decrease significantly, 151 (32%) decrease slightly,
173 (37%) stay the same, 35 (7%) increase slightly, 27 (6%) increase significantly, and 8
(2%) no responses.
Decrease Significantly Decrease Slightly
Stay the Same
Increase Slightly
Increase Significantly
No Response
6% 2%
7%
16%
37%
32%

When asked what type of communication is preferred for receiving billing/payment
deadlines 186(40%) answered email only, 7 (1%) phone only, 51 (11%) text only, 134
(28%) email and text, 22 (5%) email and phone, 7 (1%) text and phone, 59 (13%) email,
phone, and text, and 5 (1%) no responses.
Email Only
1%
Phone only
1%
5%
13%
Text Only
40%
Email and Text
Email and Phone
28%
Text and Phone
11%
1%
Email, Phone, and Text
No Response

When asked for their communication preference for registration deadlines 176 (37%)
responded email only, 9 (2%) phone only, 54 (13%) text only, 149 (32%) email and text,
19 (4%) email and phone, 6 (1%) text and phone, and 49 (10%) email, phone, and text.
There were 2 (1%) no responses to this question.
Email Only
1%
4%
1%
Phone only
10%
37%
Text Only
Email and Text
Email and Phone
32%
13%
Text and Phone
2%
Email, Phone, and
Text

When asked for their communication preference for class schedule changes 184 (39%)
checked email only, 10 (2%) phone only, 60 (11%) text only, 152 (32%) email and text,
19 (4%) email and phone, 7 (2%) text and phone, and 43 (9%) email, phone, and text
along with 3 (1%) non responses.
1%
4%
2%
Email Only
9%
Phone only
Text Only
39%
Email and Text
Email and Phone
Text and Phone
32%
Email, Phone, and Text
11%

No Response
2%
When asked for their communication preference on housing/residential programs 235
(50%) checked email only, 9 (2%) phone only, 51 (11%) text only, 98 (21%) email and
text, 19 (4%) email and phone, 5 (1%) text and phone, and 31 (6%) email, phone, and
text. There were 23 (5%) students who did not respond to this question.
1%
4%
6%
5%
50%
21%
11%
2%
Email Only
Phone only
Text Only
Email and Text
Email and Phone
Text and Phone
Email, Phone, and Text
No Response

When asked about their communication preference for financial aid 183 (39%) checked
email only, 13 (3%) phone only, 49 (10%) text only, 119 (25%) email and text, 20 (4%)
email and phone, 6 (1%) text and phone, and 74 (16%) email, phone, and text. 7 (2%) did
not respond.
2%
1%
4%
Email Only
Phone only
Text Only
Email and Text
Email and Phone
Text and Phone
Email, Phone, and Text
No Response
16%
39%
25%
10%

3%
When asked what their overall satisfaction with ASU Technology Services was 180
(38%) replied that it was 100%-90%, 221 (47%) 89%-80%, 53 (11%) 79%-70%, 10 (2%)
less than 69%, and 7 (2%) did not reply.
100%-90%
89%-80%
79%-70%
Less than 69%
No Response
2%2%
11%
38%
47%

When asked to rate their overall satisfaction with online classes if they have taken one 58
(12%) of the respondents were very satisfied, 138 (29%) were satisfied, 37 (8%) were
neither satisfied nor dissatisfied, 27 (6%) were dissatisfied, 9 (2%) were very dissatisfied,
and 202 (43%) failed to answer the question.
Very Satisfied
12%
Satisfied
Neither Satisfied nor
Dissatisfied
Dissatisfied
43%
29%
Very Dissatisfied
6% 8%
No Response
2%

Of those surveyed, 194 students (41%) have taken an online class at ASU while 277
(59%) have not.
Yes
41%
59%
No

When asked whether they prefer in-class or distance learning 274 (58%) students
answered in-class, 47 (10%) distance, 61 (13%) indifferent, and 89 (19%) N/A.
In-Class
19%
Distance
Learning
13%
58%
10%

Indifferent
N/A
When asked about the level of learning in an online class versus a traditional classroom
28 (6%) answered more than in-class, 110 (23%) about the same, 145 (31%) less than inclass, and 188 (40%) N/A. This is most likely due to the limitations of online courses.
More than InClass
6%
23%
40%
About the Same
Less than InClass
31%
N/A
ASU Services

When asked to rate their overall satisfaction with help desk assistance 6 (1%) responded
not satisfied, 13 (3%) slightly satisfied, 58 (12%) satisfied, 119 (25%) more than
satisfied, 94 (20%) extremely satisfied, and 181 (39%) have not used this service.
Not Satisfied
Slightly Satisfied
Satisfied
More than Satisfied
Extremely Satisfied
Have not used this service
1% 3%
12%
39%
25%
20%

When asked to rate their overall satisfaction with student owned laptop support 8 (2%)
responded not satisfied, 16 (3%) slightly satisfied, 20 (4%) satisfied, 47 (10%) more than
satisfied, 70 (15%) extremely satisfied, and 310 (66%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
2% 3%
4%
10%
15%
66%

When asked to rate their overall satisfaction with residence hall internet access 26 (6%)
responded not satisfied, 42 (9%) slightly satisfied, 51 (11%) satisfied, 86 (18%) more
than satisfied, 52 (11%) extremely satisfied, and 214 (45%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
6%
9%
45%
11%
18%
11%

When asked to rate their overall satisfaction with email express kiosks 19 (4%)
responded not satisfied, 14 (3%) slightly satisfied, 35 (8%) satisfied, 39 (8%) more than
satisfied, 37 (8%) extremely satisfied, and 327 (69%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
4%
Slightly Satisfied
More than Satisfied
Have not used this service
3%
8%
8%
8%
69%

When asked about overall satisfaction with color printing 17 (3%) were not satisfied, 17
(4%) were slightly satisfied, 26 (5%) were satisfied, 50 (11%) were more than satisfied,
56 (12%) were extremely satisfied, and 305 (65%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
3% 4%
5%
11%
65%

12%
When asked about overall satisfaction with blackboard 9 (2%) were not satisfied, 25 (5%)
were slightly satisfied, 88 (19%) were satisfied, 169 (36%) were more than satisfied, 160
(34%) were extremely satisfied, and 20 (4%) have not used this service.
Not Satisfied
Slightly Satisfied
Satisfied
More than Satisfied
Extremely Satisfied
Have not used this service
4% 2% 5%
34%
19%
36%

When asked about overall satisfaction with old ramport email 14 (3%) were not satisfied,
45 (10%) were slightly satisfied, 100 (21%) were satisfied, 171 (36%) were more than
satisfied, 118 (25%) were extremely satisfied, and 23 (5%) have not used this service.
Not Satisfied
Slightly Satisfied
Satisfied
More than Satisfied
Extremely Satisfied
Have not used this service
5% 3% 10%
25%
21%
36%

When asked about overall satisfaction with new ramport email 5 (1%) were not satisfied,
12 (3%) were slightly satisfied, 39 (8%) were satisfied, 174 (37%) were more than
satisfied, 207 (44%) were extremely satisfied, and 34 (7%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
1% 3%
7%
44%
8%
37%

When asked about overall satisfaction with wireless network access on campus 25 (5%)
were not satisfied, 48 (10%) were slightly satisfied, 73 (16%) were satisfied, 112 (24%)
were more than satisfied, 104 (22%) were extremely satisfied, and 109 (23%) have not
used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
5%
10%
23%
16%
22%
24%

When asked about overall satisfaction with mcs quiet room 6 (1%) were not satisfied, 5
(1%) were slightly satisfied, 32 (7%) were satisfied, 76 (16%) were more than satisfied,
95 (20%) were extremely satisfied, and 257 (55%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
1% 1%
16%
55%
20%
7%

When asked about overall satisfaction with 24 hr lab 3 (1%) were not satisfied, 5 (1%)
were slightly satisfied, 29 (6%) were satisfied, 132 (28%) were more than satisfied, 168
(36%) were extremely satisfied, and 134 (28%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
1% 1% 6%
28%
28%
36%

When asked about overall satisfaction with discounted hardware/software 7 (1%) were
not satisfied, 6 (1%) were slightly satisfied, 10 (2%) were satisfied, 33 (7%) were more
than satisfied, 40 (9%) were extremely satisfied, and 375 (80%) have not used this
service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
1%
1%
2%
7%
9%
80%

When asked about overall satisfaction with MacAfee virus protection 12 (2%) not
satisfied, 17 (4%) were slightly satisfied, 27 (6%) were satisfied, 57 (12%) were more
than satisfied, 68 (14%) extremely satisfied, and 290 (62%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
2% 4%
6%
12%
62%

14%
When asked about overall satisfaction with camcorder/digital camera checkout 9 (2%)
were not satisfied, 5 (1%) were slightly satisfied, 11 (1%) were satisfied, 20 (4%) were
more than satisfied, 26 (6%) were extremely satisfied, and 404 (86%) have not used this
service.
Not Satisfied
Satisfied
Extremely Satisfied
2% 1%
86%
1%
Slightly Satisfied
More than Satisfied
Have not used this service
4%
6%

When asked about overall satisfaction with the learning commons equipment checkout 10
(2%) were not satisfied, 2 (0%) were slightly satisfied, 11 (2%) were satisfied, 21 (5%)
were more than satisfied, 21 (5%) extremely satisfied, and 406 (86%) have not used this
service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
0%
2%
2%
5%
5%
86%

When asked about overall satisfaction with ASU alert system 4 (1%) were not satisfied,
18 (4%) were slightly satisfied, 64 (13%) were satisfied, 112 (24%) more than satisfied,
118 (25%) were extremely satisfied, and 155 (33%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
1% 4%
33%
13%
24%
25%

When asked about overall satisfaction with ASU mobile app 13 (3%) were not satisfied,
18 (4%) were slightly satisfied, 38 (8%) satisfied, 45 (9%) were more than satisfied, 43
(9%) were extremely satisfied, and 314 (67%) have not used this service.
Not Satisfied
Satisfied
Extremely Satisfied
Slightly Satisfied
More than Satisfied
Have not used this service
3% 4%
8%
9%
67%

9%
When asked about what future services they would like 101 want to expand technical
assistance for pc, 278 want to print from their personal laptop, 247 would like wireless
internet outdoors, 173 would like charging stations for phone/laptop, and 185 would like
mobile access to blackboard.
300
250
200
150
100
50
0
Expand
Print Mobile
Technical from personal
Assistance for
laptop
PC
Wireless
Internet
Outdoors
Charging Mobile Access
Stations for to Blackboard
phone/laptop

When asked if they owned an Iphone 31% (148) said yes and 69% (323) said no.
Yes
No
31%
69%

When asked if they owned a blackberry 8% (39) said yes and 92% (432) said no.
Yes
8%
No
92%

When asked if they owned an android phone 27% (125) said yes and 73% (346) said no.
Yes
No
27%
73%

When asked if they owned an iPad 10% (46) said yes and 90% (425) said no.
10%
Yes
No
90%

When asked if they owned another device 13% (60) said yes and 87% (411) said no.
Yes
No
13%
87%

When asked if they do not own a smart device 20 % (93) said yes and 80% (378) said no.
Yes
20%
80%
No

When asked if the technology used in the classroom provided a better learning experience
170 (36%) Strongly agree, 224 (48%) agree, 55 (12%) are neutral, 11 (2%) disagree, 5
(1%), and 6 (1%) did not respond.
Strongly Agree
Disagree
Agree
Strongly Disagree
1%
2%
Neutral
No Response
1%
12%
36%
48%
Part III

When asked about their gender 187 (40%) are male, 278 (59%) are female, while 6 (1%)
did not respond.
Male
Female
No Response
1%
40%
59%

When asked about their academic standing 74 (16%) were Freshman, 90 (19%) were
Sophomore, 133 (28%) were Juniors, 161 (34%) were Seniors, 11 (2%) were Graduates,
and 2 (1%) did not respond.
Freshman
Senior
Sophmore
Graduate
2%
Junior
No Response
1%
16%
34%
19%
28%

When asked about their age 207 (44%) were under 21 yrs, 197 (42%) were 21-25 yrs, 33
(7%) were 26-35 yrs, 18 (4%) were 36-45 yrs, 13 (3%) were over 46 yrs, and 3 (0%) did
not respond.
Under 21 Years
36-45 Years
21-25 Years
Over 46 Years
3%
7%
4%
0%
44%
42%
26-35 Years
No Response

When asked about the college of their major 42 (9%) were Business, 7 (1%) were
Graduate Studies, 175 (37%) were Sciences, 83 (18%) were Education, 144 (31%) were
Liberal and Fine Arts, 20 (4%) did not respond.
Business
Education
Graduate Studies
Liberal and Fine Arts
4%
Sciences
No Response
1%
9%
31%
37%
18%

When asked if their classes are online or classroom based classes 11 (2%) said online,
265 (56%) said classroom based, 169 (36%) said both, and 26 (6%) did not respond.
Online
Classroom Based
Both
6% 2%
36%
56%
No Response

When asked about their residence, 152 (32%) live on campus, 300 (64%) live off
campus, and 19 (4%) did not respond.
On-campus
Off-campus
No Response
4%
32%
64%
Open ended Responses
Major?
Accounting (2)
Advertising & PR
Animal Business (2)
Animal Science
Applied Physics (2)
Architecture
Art
Athletic Training (11)
Biochemistry
Biology (5)
Business (2)
Chemistry
Communication (14)
Computer Science (21)
Counseling (3)
Criminal Justice (5)
Curriculum And Instruction
ECH K-6 (14)
EC-6 and Special Education (6)
Ecology And Evolutionary Biology (2)
Education (8)
Elementary Education (3)
Elementary Education w/ Special Education (2)
English
English w/Secondary Certification (2)
Fashion Merchandising And Business Administration
Geology
Geosciences (3)
German (2)
German and English
History (7)
Interdisciplinary Studies (5)
Journalism
Kinesiology (6)
Masters In Counseling
Masters Of Education - Curriculum Instruction
Mathematics (17)
Music Education
Natural Resource Management (6)
Nursing (56)
Physics (8)
Political Science (2)
Pre-Nursing (3)
Psychology (42)
Range Wildlife Management
Sociology (4)
Spanish/ Teaching Cert
Special Education
Technical And Business Writing