Information Technology Survey
Spring 2010
BA 6303
Business Research Methods
Prepared for:
Dr. Sudhir Chawla
Prepared by:
Karen Mallott
Turner Phipps
Josh Neiswander
Executive Summary
Each year, an information technology survey is distributed to randomly selected classes
of students at Angelo State University. The purpose of this survey is to gage students’
satisfaction with current technology services and measure the performance of I.T.
customer service. In addition, this survey attempts to identify trends in the student body
population in order to update product and service offerings accordingly. Students are
asked for their opinions and preferences on potential new offerings. The results of this
survey are used by the I.T. department to improve and modify services, add new services,
and address any concerns that arise from unfavorable results.
During the spring 2010 semester, surveys were distributed to randomly selected classes
of students between March 22nd and April 9th. Both paper-based and electronic versions
of the survey were distributed. A total of 401 valid surveys were returned and utilized for
this report.
The survey consists of three parts. Part I of the survey is based on the SERVQUAL
instrument by Zeithaml, Parasuraman, and Berry and measures students’ satisfaction with
three dimensions of service provided by the I.T. department at ASU. Part II has been
developed by the I.T. staff and is modified each year to obtain students’ opinions on
services currently provided by I.T., familiarity with the variety of services offered, and is
designed to gain feedback on adding potential new services. Part III of the survey
gathers information on student demographics and provides space for students to write
individual comments or make recommendations to the I.T. department.
The three SERVQUAL related dimensions utilized in Part I of the survey are as follows:
STAFF – this factor 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
SERVICES – this factor consists of questions concerning the following:
 Tangibles – Appearance of physical facilities, equipment, and personnel
PROFESSIONALISM – this factor consists of questions concerning the following:
 Reliability - Ability to perform the promised service dependably and accurately
Once the questions in Part I were grouped into the appropriate factor, a SERVQUAL
score was calculated for each factor using the model below:
Q = PERCEIVED – DESIRED
The SERVQUAL score measures the difference between a student’s perceived
satisfaction level and a student’s desired satisfaction level. A mean score was then
calculated. The graph below shows the SERVQUAL mean score for each factor:
The largest discrepancy between a student’s desired level of service and the service they
actually perceive is under the Staff factor (-.77), followed closely by the Services factor (.75), with the most favorable results appearing under the Professionalism factor. Under
the Professionalism factor, there is only an average difference of -.044 between a
student’s desired and perceived service level.
Below are a few recommendations we feel will improve these scores:

Provide additional workstations and encourage staff do be proactive in directing
students to open workstations and/or other computer labs during busy times.

Improve computer response time during log-in or application loading.

Increase the variety of software and special equipment available in the computer
labs and increase the reliability of the software and hardware in operating
smoothly.

Increase the response time to problems and/or suggestions submitted by students.
This report goes into additional 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
There are currently 5 computer labs on campus available for student use, with one of
those labs (MSC 111) being available 24 hours a day Monday through Thursday. In
addition, there are over 100 applications available in the labs. Each lab is equipped with
scanner stations, black and white laser printing, headphones and microphones. Color laser
printing is also available for an additional fee. Lab assistants are always on duty to
answer questions and are trained on a variety of software applications.
With the constant innovations and advances in technology, students’ technology
preferences and needs are frequently changing.
The I.T. survey was originally
developed in 1997 as a way to gage those student needs and to provide I.T. with a
platform upon which to make changes and improvements each year.
The survey
measures the performance of the various services being provided by I.T.; it provides
information on student demographics and growing trends; and it seeks feedback from
students on what new products and services they would like to have available at ASU.
This year, additional questions were introduced to the survey to obtain some initial
feedback pertaining to a new program ASU is hopeful to implement in the near future.
This program would require that all students attending ASU have a laptop. Professors
would actively promote the use of these laptops in classroom activities, and the hope is
that students would consistently use the laptops for homework, classroom work, etc.
Survey Distribution, Design and Methodology
During the spring 2010 semester, surveys were distributed to randomly selected classes
between March 22nd and April 9th. 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 link was
provided on the desktop of every computer on campus inviting students to participate in
the survey online and give their opinion. A total of 513 surveys were completed with 441
of those being paper-based and 72 taken online. Of those 513 surveys, 401 were valid
and utilized for this report. Surveys were determined invalid if they were less than 70%
complete, or if students’ answers were biased (i.e. questions were all answered in the
same direction such as all 9’s, all 1’s, etc.).
The survey itself consists of three parts:
Part I uses the SERVQUAL instrument developed by Zeithaml, Parasuraman, and Berry.
It consists of twenty-four questions scaled from 1 (low) – 9 (high) scale. Each question
has two scales. One measures the students’ desired service level and the other one
measures their perceived service level. The SERVQUAL methodology seeks to
determine a mathematical difference between a 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. 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.
Due to the limited number of surveys typically returned for the I.T. survey, it is not
possible to maintain all five SERVQUAL dimensions; 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 following questions from the I.T. survey were included under this factor:
Q2 - The staff’s ability to instill confidence in me to use the computer lab 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
Q15 - Being directed by staff to an open workstation at another computer lab if the first
computer lab is full
Factor 2 focuses on SERVICES and consists of questions concerning the following:
 Tangibles – Appearance of physical facilities, equipment, and personnel
The following questions from the I.T. survey were included under this factor:
Q16- Convenience of normal operating hours to personal schedule
Q18- Computer response time during log-in or application loading
Q20- Relying on the computer lab software and hardware to operate smoothly
Q21- The computer labs containing state-of-the-art computers and peripherals
Q22-The variety of software available in the computer lab
Q23-The variety of special equipment (i.e. scanners and color printers) available in the
computer labs
Q24- Disk space provided to me on the server (my P: drive) is adequate for my data
storage
Factor 3 focuses on PROFESSIONALISM and consists of questions concerning the
following:
 Reliability - Ability to perform the promised service dependably and accurately
The following questions from the I.T. survey were included under this factor:
Q3- Staff who has the knowledge to answer my questions about computer lab policies,
operating hours, software, and hardware
Q9- Staff who have the knowledge to answer my questions about software and hardware.
Q11- Services provided at times listed
Q12- A visually appealing computer lab (i.e. neat, clean, and organized)
Q17- Computer lab staff who are dressed appropriately for their position
Q19- Counting on the computer labs to have the software and hardware I need to
complete my assignments
The following questions were not utilized due to having a double loading factor:
Q10 – Providing computing services as promised in the ASU catalog, computer lab
brochure, or web page
Q1 – The computer lab staff’s willingness to help me
Q14 – Ability to find an available workstation in one of the six labs on campus
Q13 – Computer lab staff can be distinguished from other students and are easy to
identify
The variables were grouped in SPSS in the following manner to make up each factor:
Factor 1: A4+A8+A10+A12+A14+A16+A28
Factor 2: A32+A36+A40+A42+A44+A46+A48
Factor 3: A6+A18+A22+A24+A34+A38
After determining which questions should be assigned to a particular factor, the following
model was used to develop a score for each question:
Q = PERCEIVED – DESIRED
The scores for the questions within each factor were then added together. Finally, that
score was divided by the total number of questions that made up a particular
factor to come up with a mean score. The mean score was each factor was calculated in
Microsoft Excel as follows:
Factor 1 score = (Q2+Q4+Q5+Q6+Q7+Q8+Q15)/7 = -.7691
Factor 2 score = (Q16+Q18+Q20+Q21+Q22+Q23+Q24)/7 = -.7945
Factor 3 score = (Q19,Q11,Q12,Q3,Q17,Q9)/ 6 -.4372
We have also compared the mean scores calculated in 2010 against the scores calculated
in the five previous years. A summary of those figures is shown below:
It should be noted that all three factors have been improved as compared to their scores
last year.
To ensure internal reliability of the scale, a Cronbach Alpha was run on each of the three
factors individually as well as running all three factors against Q25 (What is your
OVERALL satisfaction level with ASU computer labs?).
Cronbach’s Alpha will
generally increase as the intercorrelations among variables increase, therefore, a larger
number typically indicates greater internal consistency. A reliability of .70 or greater is
required to guarantee internal consistency. Following are the Conbach Alpha scores we
have calculated. Score T is the score for running all three factors against Q25.
Since all calculations are greater that .70 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. Our null hypothesis is that
there is no difference in the means of the two variables we are comparing. Our
alternative hypothesis is that there is a difference in the means. We have selected a
significance level of .05 to run our analysis and are assuming normal distribution. 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, therefore for purposes of this report may be included in this test). The
independent variables must be nominal or two level categorical data. There are three
questions in the I.T. survey that can be utilized as independent variables in the t-test and
for which we can compare means:
Q26 – Do you own a personal computer or laptop?
Q58 – Gender
Q62 – Student lives on or off campus
These three questions were first run against the three SERVQUAL factors. We
calculated the difference between the perceived and desired values for each question for
each respondent. We then added that number together for all the questions within a given
factor. We also ran our independent variables against Q41, Q42-54 (“satisfied” liker
scale questions only) and Q55. We have listed all significant results below. Results were
significant if the T Significance value was less than .05. It’s important to note that if the
F Significance was > .05, we looked at equal variances; but if it was < .05 we looked at
unequal variances. For purposes of this report, a t-test only needs to be run against the
three SERVQUAL factors and not the individual SERVQUAL questions, but for
information purposes, we did run it against each of the SERVQUAL scores for individual
questions and have put ** by those results. The larger the SERVQUAL score, the larger
the gap between a student’s desired level or service and their actual perceived level.
OWN/DON’T OWN A COMPUTER OR LAPTOP (Q26)
#
Question
F Sig.
t
Sig. (2-tailed)
**Q5
Receiving a prompt response to my
computer lab problems/suggestions
0.825
2.077
0.038
Q5 – students who did own a person computer felt they received a more prompt response
to their problems/suggestions (-.8333 mean SVQL score) than students who did not own
a personal computer (.7710 mean SVQL score). This is likely due to those students not
owning computers relying more heavily on computer lab computers to get their work
done, and therefore needing problems/suggestions handled more quickly than others.
GENDER (Q58)
#
Question
F Sig.
t
Sig. (2-tailed)
Q52
Q53
Satisfaction with check out of
Digital Cameras
Satisfaction with ASU Alert
0.000
0.008
-2.703
-2.644
0.019
0.01
Q52 – males were more satisfied with the check out of digital cameras service (4.56 mean score)
than females (3.09 mean score).
Q53 – females were more satisfied with the ASU alert service (3.94 mean score) than males (3.46
mean score).
LIVE ON/OFF CAMPUS (Q62)
#
SVQL
FACTOR 2
**Q4
**Q14
Q49
Question
F Sig.
t
Sig. (2-tailed)
STAFF
Computer lab staff who deal with me
in a caring fashion
Ability to find an open workstation
Satisfaction with MCS Lab Quiet Area
0.130
-2.330
0.020
0.138
0.020
0.370
-3.439
-2.589
2.990
0.001
0.010
0.003
SVQL FACTOR 2 – students who live on campus were more satisfied with STAFF as a whole
(1.35 SVQL score) than those who live off campus (3.57 mean SVQL score).
Q4 - students who live on campus felt the computer lab staff dealt with them in a more caring
fashion (.5610 SVQL score) than those who live off campus (.8803 mean SVQL score).
Q14 - students who live on campus were more satisfied with the ability to find an open
workstation (1.128 SVQL score) than those who live off campus (1.795 mean SVQL score).
Q49 - students who live on campus were more satisfied with the MSC lab quiet room (4.24 mean
score) than those who live off campus (3.81 mean score).
Students who live on campus might be more satisfied with IT services than those who live off
campus because living on campus allows them to feel more involved and therefore possibly more
satisfied with their overall college experience; or possibly because they have to use IT services on
a more frequent basis, therefore aare more familiar with them.
ANOVAS
An ANOVA is similar to a t-test except that it allows us to determine the difference
among means for two or more populations. Our null hypothesis, again, is that there is no
difference in the means of the variables we are comparing. Our alternative hypothesis is
that there is a difference in the means. We, again, assume normal distribution and use a
significance level of .05. The dependent variables for ANOVAS must be interval data
(categorical data may also be used because it’s considered interval data in business and
for the purposes of this report). The independent variables must be categorical with more
than two levels. There must be a minimum of 15 counts in each category of independent
variables; otherwise, the variables need to be collapsed. There are two questions in the
I.T. survey that can be utilized as independent variables in our ANOVA test and for
which we can compare means:
Q59 – Academic Standing
Q60 – Age
For both of these questions, we had to collapse some of the data. For “Academic
Standing” we had to collapse “Senior” and “Graduate” levels into the same category. For
“Age” we had to collapse “36-45” and “Over 45” into the same category. These two
questions were first run against the three SERVQUAL factors. We calculated the
difference between the perceived and desired values for each question for each
respondent. We then added that number together for all the questions within a given
factor. We also ran our independent variables against Q41, Q42-54 (“satisfied” liker
scale questions only) and Q55. We have listed all significant results below. The ANOVA
was valid if the ANOVA significance value (F-test) was less than .05. If the F-test was
significant, we then looked at the Post Hoc Tukey HSD results. For purposes of this
report, ANOVAS only need to be run against the three SERVQUAL factors and not the
individual SERVQUAL questions, but for information purposes, we did run it against
each of the SERVQUAL scores for the individual questions and have put ** by those
results. The larger the SERVQUAL score, the larger the gap between a student’s desired
level of service and their actual perceived level.
ACADEMIC LEVEL
#
Question
F Sig.
Tukey HSD
**Q12
0.014
1.000
3.000
-0.852*
**Q14
Visually appealing computer lab
Ability to find an available
workstation
0.005
1.000
2.000
3.000
4.000
-0.984*
-1.036*
-1.12*
**Q16
Q46
Convenience of normal operating
hours to personal schedule
satisfaction with blackboard
0.030
0.000
1.000
4.000
4.000
1.000
2.000
3.000
-0.724*
-0.481*
-0.639*
-0.462*
Q12 – freshman considered the computer labs to be more visually appealing (.1111
SVQL score) than juniors (.9634 SVQL score). This could be because freshman have
nothing to compare this experience against, therefore are satisfied with whatever is given
to them.
Q14 – Freshman seemed to be more satisfied with the ability to find an available
workstation (.7685 SVQL score) than all three other academic levels: Sophomores (1.75
SVQL score), Juniors (1.85 SVQL score), Seniors and Grads (1.89). This may, again, be
because they have nothing to compare their experience against.
Q16 – Freshman were more satisfied with the convenience of normal operating hours
(.1759 SVQL score) than Seniors and Graduate Students (.90). This is likely due to older
students having jobs and more outside of school activities, and therefore less available
times to be at the computer labs.
Q46 – Senior and Graduate Students are less satisfied with blackboard (3.00 mean score)
than other academic classes: Freshman (3.48 mean score), Sophomores (3.64 mean
score), Juniors (3.46 mean score). This could be because professors do not use
Blackboard as often in higher level classes, or possibly because older students have
higher expectations for performance.
AGE
#
Question
F Sig.
Tukey HSD
**Q25
OVERALL satisfaction with ASU
computer labs
0.029
3.000
Q46
satisfaction with blackboard
0.000
1.000
Q49
satisfaction with MSC Lab
Quiet Area
0.003
1.000
1.000
2.000
3.000
4.000
0.897*
0.962*
0.753*
0.795*
3.000
0.922*
Q25 – Students 26-35 y/o were less satisfied with the ASU computer labs (1.737 SVQL score)
than students under 21 (.84 SVQL score) and students 21-25 y/o (.775 SVQL score).
Q46 – Students under 21 were more satisfied with blackboard (3.58 mean score) than students 2635 y/o (2.83 mean score) and students 36 and older (2.79 mean score).
Q49 – Students under 21 were more satisfied with the MCS lab quiet area (4.17 mean score) than
students 26-35 y/o (3.25 mean score).
In general, younger students were more satisfied with services than older students. This is likely
because older students have higher expectations.
CHI-SQUARE
Chi-square assists us in determining whether a systematic association exists between two
variables. Our 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 only a limited number of Chi-square tests we can run for the I.T.
survey:
1) Q58 (Gender) against Q26, Q41, Q42-54 (yes/no only), Q59, Q60, Q61, Q62
2) Q26 (own/don’t own personal computer) against Q41, Q42-54 (yes/no only), Q58,
Q59, Q60, Q61.Q62
3) Q62 (live on/off campus) against Q41, Q42-54 (yes/no only), Q58, Q59, Q60, Q61
To determine if a question is significant, we first looked at the Chi-squared table at the
Pierson Chi-square Asymp. Sig. If this value was less than .05, we considered it
significant and then looked at the Crosstab table. The following were significant:
GENDER
#
Q44
Q60
Question
Have you used the kiosks?
Age
Sig
0.008
0.036
Q44 – females indicate they have used the kiosks more than males indicating there may
be a correlation between gender and using kiosks.
Q60 – There appears to be a correlation between age and gender in that a larger
percentage of older students are female.
OWN/DON’T OWN A COMPUTER
No significant results found
LIVE ON/OFF CAMPUS
#
Q44
Q59
Q60
Question
Have you used the kiosks?
Academic level
Age
Sig
0.045
0.000
0.000
Q44 – It appears there is a correlation between students who live off campus using the
kiosks more than students who live on campus.
Q59 – There is a correlation with earlier academic classes (freshman, sophomores) living
on campus and with later academic classes (juniors, seniors, graduates) living off
campus.
Q60 – There is a correlation between age and living on or off campus. Younger students
appear to live on campus the majority of the time while older students tend to live off
campus.
CORRELATION
Lastly, we ran a correlation between Q25 (What is your OVERALL satisfaction with
ASU computer labs) and Q41 (What is your OVERALL satisfaction level with ASU
technology services). The correlation significance was .000 meaning there is a
significant relationship. The Pearson Correlation was -.588 indicating these two
questions are moderately correlated, which is what we would expect due to their
similarity.
Results
Part I Results
Part I results have been discussed in depth above. The three SERVQUAL factor scores
calculated were:
Staff = -.77
Services = -.75
Professionalism = -.44
Part II Results
Of the 401 valid surveys collected, we found:

98% of students own a personal computer

234 students (58.4%) own a desktop and 241 students (60.1%) own a laptop,
meaning that approximately 74 students (18.4%) own both a desktop and a
laptop.

48% of students indicate they use a Mac operating system while almost 52%
indicate they use a Windows operating system.

75% of respondents indicated they use their laptop only in their rooms or at
home, while only 20% indicate they are using their laptop on campus or in
classes.

We asked how supported students felt using their laptop in classes. Only 195
students answered this question. Of those 195, 54% said they felt somewhat
supported; 30% said they usually felt supported; and 16% said they always
felt supported.

In light of a new program involving laptops that ASU is interested in
implementing, we asked students how much they would be willing to pay for
a new laptop should they be required to purchase one. 332 students answered
this question. Of those 332, 34.6% said they be willing to pay $0-$300; 35.8%
said they would be willing to pay $301-$500; 20.4% said they would be
willing to pay $501-$800; and 9% said they would be willing to pay more
than $800.

When asked what would hinder a student from bringing their laptop on
campus and to class, 16.7% said it was because a laptop was too heavy to
carry around; 14.8% said it was too difficult or inconvenient to connect to
wireless; 22% said they were afraid of theft; 27.3% said there was not a
convenient place on campus to charge their laptop; and 18.8% said it was
because they couldn’t print files from their laptop.

When asked what method for access to the internet students normally use
during the year for their personal computer, 20.5% said commercial
broadband service; 12.9% said with cable in their residence hall room; 50.2%
said with a wireless connection in their room; and 16.3% said with a wireless
connection at other locations on campus.

Students who own a laptop were asked if it was set up for wireless use on
campus using Clean Access. 77.3% of the respondents to this question
indicated they did have it set up and 22.4% said they did not. For the students
that had their wireless set up for use on campus, 49.2% said it was easy to set
up without assistance; 24.2% said they required assistance from the help desk;
and 26.4% said they required assistance from a friend.

60% of students indicated they own a cell phone, 16% own a blackberry, 14%
own an i-phone, and 22% indicated they own another type of smart phone. It
appears there were some duplicate responses (i.e. respondent checking that
they own both a cell phone AND another type of smart phone). However, we
can see that approximately 43% of students currently own some type of smart
phone.

54% of students currently pay for web access on their cell phones and 44% of
students actively access their webmail through their cell phones.

When asked if they would be interesting in an app to access ASU email
through their smart phone, 72.7% of students said yes.

When asked if they used the on-campus wireless network through their phone,
39.2% of students said yes.

Below are the responses of students when asked about their usage of ASU services. It’s
important to note that a number of these questions were not answered. This may be
because students are not aware of these services or they chose not to answer the question.
If students answered the question yes, they were also asked to rate the service on a 1-5
scale with 1 being not satisfied at all and 5 being extremely satisfied. We have listed the
mean score of each service in parenthesis.

65.3% of respondents said they have used the help desk (3.79 mean score).

55.6% of respondents said they have used residence hall internet access (3.38
mean score).

21.9% of respondents said they have used kiosks (3.57 mean score).

30.2% of respondents said they have used color printing (3.82 mean score).

97.8% of respondents said they have used blackboard (3.40 mean score).

98.5% of respondents said they have used ramport e-mail (3.91 mean score).

72.6% of respondents said they have used a wireless network access of
campus (3.49 mean score).

48.6% of respondents said they have used the MCS lab quiet area (3.99 mean
score).

15% of respondents said they have used discounted hardware/software (4.12
mean score).

33.7% of respondents said they have used free McAfee Virus Protection (3.77
mean score).

4.7% of respondents said they have used digital camera checkout (3.75 mean
score).

37.9% of respondents said they have used ASU alert (3.77 mean score).

28.4% of respondents said they have used help desk support (3.67 mean
score).

When asked if they had ever had a class delayed or canceled due to a
technology issue, 49.6% of students said yes, 32.9% said no, and 17.5% did
not respond.
Students were given a list of potential future services that may be offered by the I.T.
department and asked to select their top two choices. Answers are listed in order of most
preferred:
1) Providing wireless access in the outdoor areas on campus (212)
2) Printing services from your laptop (175)
3) Charging station for your laptop and smart phone around campus, in the library
(137)
4) Laptops to be checked out for campus use (88)
5) Expand technical assistance for your personal computer (83)
6) Providing an iPod-Touch to be checked out for campus use (51)
7) E-book reader for checkout in the library (46)
8) Public scanners that will work with my laptop (38)
Part III Results
Part III focused on student demographics. Of the students that took this survey, the
following information was found:

43% were male; 58% were female.

27.1% were freshman, 27.3% were sophomores, 20.6% were juniors, 32.1% were
seniors, and 2% were graduates

59.3% were under 21 years; 27.8% were 21-25 years; 9.5% were 26-35 years;
2.5% were 36 to 45 years; and 1% were over 45 years.

15.3% were Business majors; 1% were in Graduate Studies; 44.1% were Science
majors; 16.5% were Education majors; and 23.1% were Liberal and Fine Arts
majors.

41.5% live on-campus; 58.5% live off-campus.
CHARTS
Do you own a personal computer or laptop?
Do you own a Desktop?
Do you own a Laptop?
What is the operating system for your computer?
If you own a laptop which best applies to you?
If you use your laptop in classes, do you feel supported by your professor in
doing so?
How much would you be willing to pay for a new laptop?
What prevents you from taking a laptop to campus or class?
What is your most frequently used method for access to the internet from
your personal computer?
Is your laptop set up for wireless using Clean Access?
If so, was your wireless access:
Which of the following do you own?
INDIVIDUAL STUDENT RESPONSES:
Does well
Look pretty, work computers
Keep computer labs running smoothly, help when you need it
Blackboard, email, and that's it
Willing to answer questions, computer labs open late hours, help with
log in info
Internet surfing, help troubled computers, provide a smile
Informs of cancelled classes, provides blackboard, provides labs
Fix things promptly as possible
Give good help, always at the desk, willing to help
Computers, internet
Answers my questions promptly, tries to help me when I need it,
friendly for the most part
I'm sure I don't know half of what they do
Answer questions, know the programs, always available
Provide good service
Answering questions, help with programs, knowledge about
technology
Answer questions, fix problems with internet
Fixing blackboard early in the morning when no one is on it
Doing their best to fix problems as soon as possible
Notifying students when they are making changes
Answer the phones
Set up games
Keep technology up to date
They always help when I have an issue in the lab
Be more strict about student's queue's for available computers
They do have a lot of new/current technologies
The access to printers makes printing large files easier
When using school computers, they run fairly quickly
Facilitates, provides, and assists
Looks good, smells great…sheer perfection
Helps with problems, has knowledge of computers
Stays open 24 hours, has a quiet room
Friendly staff
Convenient lab hours
Help desk
Doiscount hardware/software
Virus protection
Service
Help
Cost me money
Customer service
Having knowledgeable staff
Getting software I need
Wireless internet connection
Computer labs are always open
Available computers
Help
Know exactly how to fix a problem
Book out computer labs for semesters
Computers always on, clean, printers working
Has available resources and assistance
Provides technology
Email
Computer availability in MCS
Software availability on campus
Keep computer operational and stacked (printer)
Keeps labs clean
Helps with basic ASU IT issues (Accounts, Blackboard, etc.)
Provides technical assistance to computer problems
Provides accessible hours to labs
Provides wide variety of software for student use
Inform me where to go if I'm lost
Help with password trouble
Stapler always has staples
Wired network connection speed is reasonable
Quickly addressing issues with hardware
Keeping labs running
Not providing an ability to print from laptops
Poor anti-virus (aka McAfee)
Slow login time
Provide wireless internet
Open hours
Number of computers
Internet
Computers run fast
Friendly
Cool
Assist in a prompt m needsanner with your
Proper help is provided and there usually is little confusion
Offers assistance in a timely manner
Provides multiple computer labs
Each computer has all the programs/software I need
Good software, hardware
Good service
Good wireless
They are there to help, keep supplies stocked, keep computers clean
Hardware, opening hours, ramport email
Help students with problems on the computer
Friendly
Help us out when needed
Consistent with checkout policy
Maintain computers
Staff
Help
Assistance
Website
Blackboard
Support
Help
Opening hours
Keeps computers running
Assist with problems when they can
There are enough computers available enough employees and
enough labs
Computer lab times are very flexible
Computers have appropriate level of software
Backboard is a good service/tool
Provide quality PC's
Maintenance
Support
Service
Keeps internet access running smoothly
Places kiosks at helpful locations around ASU
Fix computers
Help people
Help
Service
Updates
Blackboard
Service, service, and more service
Helpful
Keep the computer labs neat
They make sure the printers are always fun :)
Tech support
Has plenty of computers
Basic help
Reliable tech
Quiet place to study
They are fine
Help
Wireless access
Good computer access
Easy connection for non-computer wireless devices
Help desk is excellent
Checking that requests are followed through
The labs are awesome
Use, availability, and convenience
Availability of hours
I like the option of the quiet rooms
Wireless access all over campus
MCS lab help
Awesome answers phoneline, offers assistance for most needs
immediately withough apt.
Is knowledgable
Service
Support
Effective
The computer labs printing service
Always ready to help
Know hot to fix problems
Keep up with new tech, availability to my schedule, and available
software
Provides quick comps.
Always available when needed
Good printers
Always have a lab open
Someone to help most of the time
Basic up keep of computers is good
Help desk
24 hour computer lab
Have good service hours for compter labs
Have reliable computers
Have a large amount of printing pages available
Help and troubleshooting
Availability of on campus resources
Providing software for classes
Knowledgeable full time help desk workers
Quick responses to classroom related technology problems
Staff is helpful
Computers are sufficiently fast enough
Variety of software
They check out head phones pretty good
Clean good
Help good
Communicates
Always available
Informative
The technical support is always willing to help
Computers in labs are reliable
Blackboard is easy to follow
Blackboard
Ramport
Email
Stays open late
Issues log in info
Helps me pring in color
Provides support
Helpful technology issues
Open at good flexible hours
Works well
Helping out
Provide internet
Provide internet
Provide efficient labs
Provide quality service
Personal service
Answering questions
Provides service
Helpful
Good technical support
Good internet services
Communicate
Help with problems
Support tech
Providing help with personal computer labs
Fast responses
Helpful and supportive
Willing to help
Fix issues quickly
Friendly
Always trying to improve
Friendly
Easy directions on fixing problems
Always help available
Blackboard issues
Tech support
Great over the phone service
Help you out with any problems
Can always answer your questions
Has good hours and can always answer their phone
Being available for help
Having the right programs needed
Good clean comp lab
Good up to date software
Providing information
Answering questions
Supplying paper
Helping find open stations
Provide lead phones
Quck to respond
Educated in what they're doing
Courteous to students
Provide computers on campus
Keep the websites running smoothly
Represent ASU well
Sit around
Walk around to check printers
Twiddle their thumbs
Quickly respon to technical difficulties
Offers a friendly, helping hand
Help with clearing virus
Anti-virus
Service
Keeps labs neat
Helps out
Provides basic PC help
Blackboard help
Clean access help
Availability
Helpfulness
Being nice
Very helpful
I like Free McAfee
Nice people
Good access
Help with issues
Help with printing
Help with computer
Quiet rooms
Printer upkeep
Support
Access
Ease of use
Changing passwords
Stays open
help
nice
help
Answers questions
Solves problems
Blackboard
Wireless internet
Virus protections
Helps with issues
Have good software
Disk space
Replies quickly
Great programs
Understand what I'm talking about
Quick responses with questions
Fixes blackboard quickly
Knows what Im talking about by description
Answers questions
Clean computer labs
Having adequate software
Good service
Provide helpful information
Fix my problems
Putting paper in printers
Help students with problems
Keeps things running smoothly
Fixes problems promptly
Needs to improve
More helpful, not as much spyware
Snacks, free color printing, free USB drives
laptop use in class
Better wi-fi connections
Get more routers in the dorm rooms
more omputers, more help, more people
Fix Blackboard
Provide upgrade to newest
Hire professionals and do what they say
Higher level of knowledge and services
More known to students. I had no idea you could tven
take them your computer until my friend told me
Sometimes clean access is difficult to get into. Maybe
make it easier.
Fix blackboard!! They don't deal well on the phone
More variety in hardware and their complimentary
software
More computer labs
Better Wwireless in more areas
A way to print from the laptops
Faster computers with more on campus
less clothing
Be more polite when I ask for help
More software on computers (i.e. Adobe Premiere and
After Effects)
Facilitate brining laprops to class more
More computers in the library
A site blocker for facebook/myspace/twitter,etc…I hate not
being able to use a computer because someone is on
these sites
Expand or create a public access folder for students that
allows file sharing (Movies, Music, Software, etc.)
Labs should be open 24/7
More computer labs on the library side of campus
Do not want to walk from Centennial to the MCS to print
out a paper at midnight
More computers
More computers, get rid of clean access
Fix blackboard and email
Blackboard
Blackboard
Another lab in the MCS Building since between 8-12 there
is almost never enough workstations
Either a public or private one (for classes) would help with
the overflow
Focus should remain with core services, not with "extras"
like I-phone garbage. The campus is broke, so K.I.S.S.
Improve Blackboard
None
Enable IMAP/POP and SMTP support for email!! It is
ridiculuous that I actually have to use the web for my
school email when every other email account I have is
downloaded by email client.
Linux labs on campus
Gmail
Getting a better anti-virus, such as kaspersky!
Faster login speeds
faster internet
Implement the laptop in the classroom program. Would
make classes more fun
Allow for greater connectivity like remote login, wireless
printing and scanning from laptops/smartphones
Make clean access less annoying
The IT people should atleast wear a t-shirt or something
to distinguish them from the other students, and to look
I had a major problem with the wireless network service in
the dorms and on campus in general. I went to get help
from IT and I still could not fix everything
More programs available free
Wireless coverage greater
Laptop chargin and maintenance
Some more people who understand laptop difficulties,
internet around campus, and blackboard assistance
They do a really good job
More lab space
I was unaware some of the available help-would be great
to have a list of services available
Faster computers
Be more service oriented
Have better knowledge of software
Campus wide wireless
Pringing service from my laptop
More training
Update equipment and programs
Make the technology personnel distinguishable from
regular students
Remove quite time sessions from computer labs
Reconsider the quite time from 5pm - 8am. It whould be
moved from the computer lat to another room
Wireless printers that can link printing accounts to make it
possible to primt from my laptop
Enlist computer lab tutors who show up on time
Nothing
It's great already
It's all great
More funding
More computer labs open 24 hours
The service
I'm content
More scanners in computer labs
Getting the tech staff to reach out and get more involved
with students
I don't know
More educational software for students
Do not raise tuition to pay for expanded services or new
hardware
New toys (i.e. wide screens for all computers) are a waste
of money. Function > Form
Have more labs
An app to receive emails from my angelo.edu email
accolunt on my android phone would be great
Extending help to my personal computer - helps me work
from home too
More macs
Wi fi access easier
Stop trying to fix blackboard. It was fine
Last semester and this semester it's horrible
People who answer phone line are often rude, be more
helpful and/or involved with labs
Qucker with tech prob on blackboard
More disk space for majors like computer science
Friends and I had issues with some of the desk workers at
the MCS. I know having a job sucks at times, but they
should try hiding it better, at least
Keep up the good work
I was very upset to find out your closed the lab in the
CARR. I now have to bring my bulky laptop to school. I
think more say should have been given to us students
Having a wider signal for wireless internet
Increase access to on campus services off campus
Make access programs compatible with 64 bit operating
systems
Allow printing from laptops
Have more computer lab and help desk student workers
that are very knowledgeable with computers and
technology to better assist the students.
More headphones to check out
Maybe an extra computer lab. Sometimes it's hard to find
an open computer. Especially from 9 to 1.
Have more computers available in labs
Nothing
Get better service on all floors of residence halls
Better directions how to set up laptop for computer access
More people available
Staff needs more training before beginning work
Staff needs more training before starting work in a lab
Make the internet service quicker
Chat room for online chat for help with
problems/questions
Fire William Rodriguez from the help desk
Have faster internet
Fire Will Rodriguez!
Better wireless access
Make clean access less complicated, having to re-install it
is annoying
I hate clean access-too hard to operate
Being able to access the internet in each classroom. I
can to a certain extent and then it either cuts out or
doesn't work out
Wear something that makes you noticeable in lab
More plugs in class rooms for laptops and market the idea
of using laptops more in class. Maybe offer 1 semester at
a time of laptop rentals to students
Keep improving service with everyone else
Add Microsoft Office to the list of software they can install
on a personal computer or laptop
Make sure all computers have appropriate software
More computer savy workers
Fix dorm internet
Faster mobile internet
Easier access to secure internet
Use different web browser (safari)
Have more available computers maybe? Of course library
construction kinda hurt that
Better help with more knowledge
More computers
More printers
Better access for laptop
More comp
More comp labs
better wireless internet
More computers
Faster internet
Check out computers
More timely with requests and services
Blackboard
Clean access log in
Quicker internet service
Not having to log in to clean access
Keep computer labs open all the time
Faster internet
Clean access is terrible
Needs better internet service
The tech not taking off my Antivirus to install clean access
and causing me to spend $140 to get my computer
cleaned
Be more friendly
Improve wireless in residence halls
REFERENCES:
Halhotra, Naresh K. Marketing Research: An Applied
Orientation. Sixth Edition. New Jersey, Pearson Education,
Inc., 2010. Print.
http://en.wikipedia.org/wiki/SERVQUAL
Zeithaml, Parasuraman & Berry, "Delivering Quality Service;
Balancing Customer Perceptions and Expectations," Free Press,
1990.