INTRODUCTION
The computer labs at Angelo State University have provided the students and faculty at
Angelo State the opportunity to stay ahead of technological barriers throughout the past
decade. Each year, a customer satisfaction survey is conducted in order to determine that
satisfaction levels felt by the students in regards to the computer labs. The primary aim of
the study is to provide information to the computer lab staff regarding the satisfaction levels,
in order to provide recommendations for the staff to implement. The recommendations are
ways to better serve the customers at Angelo State University and to ultimately provide
addition and more quality services while innovating the services currently offered.
The computer labs at ASU are located throughout the campus to better serve the students.
The labs offer a variety of services and offer the most up to date software and hardware
including scanners, color and black and white printing, internet access, and other various
software programs. All of these products and services are offered to ensure that students are
able to stay ahead of technology.
The software packages that ASU offers are probably the most important, as every student has
different needs in regard to computer software. ASU offers basics, such as soft Office and
Corel, to more specifics such as SPSS Statistical Software, Dreamweaver, Quark Xpress, and
more specific applications are available to meet the needs of nursing, psychology, math,
accounting, computer science, and kinesiology majors.
While ASU offers so many software packages, most students do not have the experience or
familiarity to understand and use the software. Some students merely use a single software
package in one class to meet requirements. In such cases, the help desk in the Math and
Computer Science Building Lab offers help to students. Also, this lab offers 24-hour service,
as it is often referred to as the main lab on campus. Customer support is offered by trained
lab assistants in any lab, and is offered 24/7 in the MCS lab. Lab teams consist of student lab
assistants as well as directing personnel.
In order for ASU to continually stay ahead of the emerging technology field, updates and
upgrades are a constant task. Due to the size of the network at ASU these upgrades can be
quite a task and often times can be difficult. Most upgrades are done when fewer students
are utilizing the computer labs, in order to cause less inconvenience. Hardware and software
upgrades usually flow without glitches and are done in a timely manner. Software updates
can sometimes cause a little more of a problem, especially when converting previous version
files into newer versions. Typical difficulties include corrupt or lost data, inconsistent
function keys, and operational rules. Most glitches can be worked out by the professionals in
the computer labs.
1
Survey Design
The method through which the data were collected was by survey. The survey consisted of
three main parts. Part One of the survey was built on the basis of the SERVQUAL
instrument first instituted by Parasuraman, Berry, and Zeithaml. SERVQUAL is a method
used to determine the difference between the level of the perceived and the desired level of
service (Hughey, Chawla, and Khan 2003). SERVQUAL was not the only method utilized
to measure the level of quality based on the creators recommendations (Hughey, Chawla, and
Khan 2003). Parts II and III of the survey were created using several various scales and
questions.
Within the SERVQUAL portion of the survey five dimensions were considered within the
three categories of the survey.
SERVQAUL DIMENSIONS
1. Responsiveness: Willingness to help customers and provide prompt service.
2. Assurance: Knowledge and courtesy of employees and their ability to inspire trust and
confidence
3. Empathy: Caring, individualized attention the firm provides its customers
4. Tangibles. The physical facilities, equipment and appearance of personnel.
5. Reliability: The ability to perform the promised service dependably and accurately.
(Hughey, Chawla, Khan 2003)
Parasuraman, Berry, and Zeithaml originally started with seven dimensions but these were
later combined together to create the above five dimensions. Due to the similarities between
three of the seven dimensions and due to the number of valid surveys returned the
dimensions were downsized to only three factors. This is allowable due to the original
combined dimensions done by Parasuarman, Berry, and Zeithaml. The following are the
three factors that were combined to provide better analysis:
1. Staff – this contains the dimensions of Responsiveness, Assurance, and Empathy.
The staff dimension is concerned with customer service, the willingness to help and
provide prompt service to students, the knowledge and courtesy of staff, caring and
individual attention provided to the customers.
2
2. Setting – this focuses on only one dimension, Reliability. This dimension is
concerned with the ability of the computer labs to provide reliable, dependable, and
accurate services to its customers.
3. Tools – this area is concerned with the dimension of Tangibles. Tangibles refer to the
physical facilities, equipment and hardware, and appearance of the personnel.
Responsiveness, Assurance, and Empathy are closely related and are all mainly concerned
with the ability to provide customers with quality service, help, and attention, therefore, they
were combined into one category, entitled, STAFF.
Part Two of the survey involves
The SERVQUAL method takes the three categories mentioned previously and establishes
them as Factor 1, Factor 2, and Factor 3. The method will take the desired and perceived
levels and establish a gap between them. The SERVQUAL method measures the gap, or
difference, between the perceived level of service and the desired level of service quality
(Hughey, Chawla, and Khan 2003). The analysis was run and each question was placed in
one of the three factors. The factors are calculated as follows:
FACTOR1 = Q1 + Q2 + Q3 + Q4 + Q5 + Q6 + Q7 + Q8 + Q9 + Q10
FACTOR2 = Q11 + Q12 + Q13 + Q14 + Q15 + Q16 + Q17 + Q18 + Q19
FACTOR3 = Q20 + Q21 + Q22 + Q23 + Q24 + Q25
FACTOR1 consisted of ten questions all concerned with the staffing within the computer
labs. FACTOR2 consisted of nine questions all in respect to setting. FACTOR3 consisted of
six questions all concerning the tools in the computer labs. A separate SERVQUAL method
was run to measure the final question in Part I of the survey. This question was in regard to
the overall satisfaction of the computer labs.
Each of the Q variables above was summed up to represent the overall value of each factor.
The Q variables were each calculated by subtracting the mean desired value from the mean
perceived level value for each question. Thus, each of the Q variables will denote the gap
between the mean expectations of students and the mean perceptions of the students, for each
of the questions in Part I of the survey.
After each of the factors was established, a SERVQUAL score was calculated for each of the
three factors. This score is calculated by taking the aforementioned factor values and
dividing it by the number of questions within that factor. The mean values for each of the
score variables are listed below and are labeled as SCORE1, SCORE2, and SCORE3. The
TOTAL score is the mean value for the final question on the survey concerning overall
satisfaction of the computer labs.
3
SCORE1 = FACTOR1 / 10 = -1.0694656
SCORE2 = FACTOR2 / 9 = -0.9420413
SCORE3 = FACTOR3 / 6 = -0.6870229
TOTAL = Q22/1 = -.8880407
Each of the SERVQUAL scores above represents the overall gap between the mean desired
level of service and the mean perceived level of service by the students for each factor
(category) of customer service. The score values are negative, which indicates that the
students do desire a higher level of customer service in each of the three factors as well as the
overall aspect of the computer labs than what they are currently receiving.
The three factors have remained the same from the previous survey analysis done in 2004.
As the factors were determined, they each had to be tested for validity. A correlation
analysis was conducted on each of the three factors as well as the total factor. For the
purpose of this analysis the total factor is omitted. The value of the Cronbach’s alpha
coefficient for standardized variables was examined for each of the three factors. Within the
Cronbach analysis variables that are scored with a coefficient close to one are considered to
have a high level of internal consistency validity. Each of the factors in this survey had a
relatively high level of internal validity. The Cronbach alpha coefficients are listed below
and are compared to the 1999 longitudinal study and the study from last year, 2004.
Variable
SCORE1
SCORE2
SCORE3
1999
0.924
0.852
0.769
2004
0.959884
0.921547
0.947544
2005__________
0.858922
0.815433
0.857047
The scores above show a significant decrease in the level of validity from the 2004 analysis,
but still a slight improvement from the 1999 longitudinal study.
Variable
N
Mean
----------------------------------------------SCORE1
393
-1.0694656
SCORE2
393
-0.9420413
SCORE3
393
-0.6870229
TOTAL
393
-0.8880407
4
SERVQUAL FACTORS
Factor 1: STAFF
Q1: The computer lab staff’s readiness to respond to my needs
Q2: The computer lab staff’s willingness to help me
Q3: The staff’s ability to instill confidence in me to use the computer lab
software and hardware
Q4: Staff who have the knowledge to answer my questions about computer lab
policies, operating hours, software, and hardware
Q5: Computer lab staff who deal with me in a caring fashion
Q6: Receiving a prompt response to my computer lab problems and/or
suggestions
Q7: Computer lab staff who have my best interest at heart
Q8: Computer lab staff who understand my computing needs
Q9: Computer lab staff who give me personal attention
Q10: Staff who have the knowledge to answer my questions about software and
hardware
Factor 2: SETTING
Q11: Providing computing services as promised in the ASU catalog, computer
lab brochure or Web Page
Q12: Services provided at times listed
Q13: A visually appealing computer lab (i.e. neat clean, and organized)
Q14: Computer lab staff can be distinguished from other students and are easy to
identify
Q15: Ability to find an available workstation in one of the seven labs on campus
Q16: Being directed by staff to an open workstation at another computer lab if
the first lab is full
Q17: Convenience or normal operating hours to personal schedule
Q18: Computer lab staff who are dressed appropriately for their position
Q19: Computer response time during log-in or application loading
Factor 3: TOOLS
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
Total: OVERALL SATISFACTION
Q26: What is your OVERALL satisfaction level with ASU computer labs?
5
RESULTS
The survey results varied in several instances from the past years results. The majority of the
users of the computer labs are under the age of 21. There are slightly more females than
males that use the computer labs, a 23% difference in males and females. The users are
fairly evenly divided among freshman, sophomores, juniors, and seniors, with seniors have
having the highest number of users. Graduate students accounted for approximately 6% of
the users. The majority of these users can be classified into the College of Business and
Professional Studies, more specifically Business Administration and Kinesiology majors.
Students were given a list of seven potential future services to be offered by the Information
Technology department. The students were asked to rank their most desired selection with a
1 and the least desired service as a 7, ranking the entire group 1-7, using each number only
once. After the analysis was run, and means were determined for each service, the service
with the closest mean rank to 1 was providing access to limited software in the labs from
home. The second service with the closest mean rank to 1 was providing the ability to use
only one username and password to access ALL your university user accounts. As for the
majority of students, the majority of students ranked a 1 on the username and password
service previously stated. Other popular desired services were providing anti-spy ware and
pop-up blockers for personal computers and providing technical assistance for your personal
computer. Overall the least desired service was providing an ASU email address that a
student could keep after graduation.
The mean rankings per question, as well as the questions are shown below:
Mean Ranking Per Question
5.5
5.229
5
4.4402
4.5
3.8905
Mean Ranking
4
3.5
3.4045
3.6157
3.1908
3.2188
2
3
3
2.5
2
1.5
1
0.5
0
1
4
5
6
7
Question 1-7
6
Questions
1. Providing anti-spy ware and pop-up blockers for your personal computer
2. Providing access to limited software in the labs from home
3. Providing the ability to use only one username and password to access ALL you
university user accounts
4. Providing access to a music downloading service
5. Providing spam-filtering for your ASU e-mail account
6. Providing technical assistance for your personal computer
7. Providing an ASU e-mail address that you can keep after you graduate
**SERVQUAL means can be found in the graphs appendix
Almost 90% of students own a personal computer, with 56.7% of them owning a desktop
computer. Almost 87% of the total number of students owning a computer has one that is
IBM compatible. Only 29% of students plan to purchase an iPod or and Mp3 device within
the next six months.
The majority of students find out about resource services offered through either other
student’s word of mouth, or from signs/flyers posted on campus. Computer lab usage is
mainly concentrated I the Math/Computer science lab 111, where, on average, students will
visit the lab 3.3 times a week. Of the students, 39.4% expressed that they would definitely
like to have an environment of the computer lab specifically set aside for quiet work. Only
16.8% of students, who use the computer labs, have had a question that the lab assistants
were not able to answer. These questions mainly related to either statistical software or to
specific software geared toward a very specific class or area of study.
Almost 85% of students who use the computer labs reported that they experience
hardware/software problems or errors either some of the time or most of the time.
7
Hardware/Software Errors by College
(1-Never, 2-Rarely, 3-Sometimes, 4-M ost times, 5-Every Time)
2.228
2.25
2.2
2.166
2.173
2.15
2.1
2.044
2.05
2
1.95
Liberal and Fine
Arts
Professional
Studies
Sciences
Undeclared
As depicted from the graph above, students in the Colleges of Liberal and Fine Arts, and
Professional studies reported experiencing hardware/software errors significantly more often
than students in the College of Sciences. This trend is similar to past studies, where Liberal
and Fine Arts and Professional Studies had experiences much more problems or errors as
well.
A Chi-square test was conducted to test whether age was a leading factor in whether there
were more or less hardware/software errors. In the past there was significant difference in
students who were “under 21” vs. students who were “21 +.” The 2005 analysis revealed
that age did not have any bearing on software and hardware errors. A chi-square test was
also done in correlation to gender, generating the same results. This means that in regard to
problems these two demographics should be treated the same, no special significance or
treatment is needed.
Services
Of the students surveyed, 49.9% have used the off campus dial-up provided by ASU, but
over half of these students were satisfied with the service. Of all the students, regarding this
service, they mean ranking was 3.45 out of 5.00, showing that on average students are mostly
satisfied with the ASU dial-up service. Also, only 22.9% of students surveyed are using their
access to the network drive space from home, but of the students using this service, 68% of
them were satisfied with the service. Other frequencies of these services can be found in the
frequencies appendices.
8
52.7% of students have used the 24-hour MCS computer lab, more specifically during the
hours of 1:00 am to 7:00 am. Also in the MCS lab, only 39.9% of students have used the
color-laser printing offered, of those students 71% of them were satisfied with the color-laser
printing. This low percentage could be attributing to the lack of awareness of the color
printing option, costs and complexity of color printing, or convenience.
95.2% of students reported that they have been in a classroom where a teacher used a
computer and projector or document camera. Over 85% of these students reported that it had
a moderate to a positive impact on their learning experience regarding the effectiveness of
the presenter and retention of the material. Over 85% of students also reported that they
either use web-based materials in their classes, weekly, if not daily. Students expressed little
interest in participating in review sessions or discussions via chat rooms or message boards.
Students were also not interested in having a personal online calendar. Students, were
however, somewhat to very interested in having a place on the web that delivers customized
content to them.
The majority of students all knew what types of services ASU offered. There were a few that
could use some promotion. The services where more students reported that they did not
know ASU offered were discounted hardware/software, access to network drive space from
home, and wireless network access on campus.
In regard to spam and spy ware, a recent problem for all computer users, students reported
that overall it is somewhat of interference. Of the students who use their ASU email account,
56% reported that there is either a major interference or a minor interference regarding spam
on their ASU email account. 56% of students also reported that spy ware or pop-ups have a
minor or major interference on their person computer use. As for the computer labs, only
40% of students reported that spy ware and pop-ups were a minor or major interference.
The majority of students reported that they use off-campus broadband such as DSL or cable
modem to connect to the internet from home, with over 33% of students doing so. Of this
33%, 54% of them use COX Communications as their service provider.
Students were finally asked to report their overall satisfaction level with the ASU computer
labs. Over 79% of student reported that they were either very satisfied or extremely satisfied
with the ASU computer labs. This is a significant increase from last year’s study, where only
59% of students reported this satisfaction level.
9
Mean Servqual Scores By Frequency of
Hardware/Software Errors
0
Never
Rarely
Sometimes
Most Times
-0.5
-1
-1.5
-2
-2.5
-3
Staff
Setting
Tools
The graph above is a representation of the mean SERVQUAL scores in comparison to the
hardware/software error frequencies. The clearly shows that that mean scores for each of the
three factors, staff, setting, and tools, decreases as the hardware/software error frequency
increases.
10
PART I – STAFFING
Desired vs. Perceived Service Levels Questions 1-10
9.00
8.00
7.00
6.00
5.00
4.00
3.00
2.00
1.00
0.00
Q1
Q2
Q3
Q4
Q5
Desired
Q6
Q7
Q8
Q9
Q10
Perceived
Q1: The computer lab staff’s readiness to respond to my needs
Q2: The computer lab staff’s willingness to help me
Q3: The staff’s ability to instill confidence in me to use the computer lab
software and hardware
Q4: Staff who have the knowledge to answer my questions about computer lab
policies, operating hours, software, and hardware
Q5: Computer lab staff who deal with me in a caring fashion
Q6: Receiving a prompt response to my computer lab problems and/or
suggestions
Q7: Computer lab staff who have my best interest at heart
Q8: Computer lab staff who understand my computing needs
Q9: Computer lab staff who give me personal attention
Q10: Staff who have the knowledge to answer my questions about software and
hardware
11
PART I – SETTING
Desired vs. Perceive Service Levels Questions 11-19
9.00
8.00
7.00
6.00
5.00
4.00
3.00
2.00
1.00
0.00
Q11
Q12
Q13
Q14
Desired
Q15
Q16
Q17
Q18
Q19
Perceived
Q11: Providing computing services as promised in the ASU catalog, computer
lab brochure or Web Page
Q12: Services provided at times listed
Q13: A visually appealing computer lab (i.e. neat clean, and organized)
Q14: Computer lab staff can be distinguished from other students and are easy to
identify
Q15: Ability to find an available workstation in one of the seven labs on campus
Q16: Being directed by staff to an open workstation at another computer lab if
the first lab is full
Q17: Convenience or normal operating hours to personal schedule
Q18: Computer lab staff who are dressed appropriately for their position
Q19: Computer response time during log-in or application loading
12
PART I – TOOLS
Desired vs. Perceived Service Levels Questions 20-25
9.00
8.00
7.00
6.00
5.00
4.00
3.00
2.00
1.00
0.00
Q20
Q21
Q22
Desired
Q23
Q24
Q25
Perceived
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
13
PART II
Q1A: Do you own a personal computer?
Q1B: If yes: What type of computer do you
own?
Macintosh,
1.15%
No, 10.40%
Yes ,
89.60%
Both, 0.58%
PC , 98.27%
Q1C: Is it a desktop or laptop?
Q1D: If you have a laptop, does it have
wireless capabilities?
Both, 9.17%
No, 32.21%
Laptop,
26.93%
Desk top,
63.90%
Yes ,
67.79%
14
Q4A: Color Printing
Q4B: Web-Based E-mail
No, 4.34%
No, 23.79%
Yes,
76.21%
Q4C: Dial - Up
Yes, 95.66%
Q4D: Personal Drive Space (P: Drive)
No, 6.12%
No, 21.10%
Yes, 78.90%
Yes, 93.88%
15
Q4E: Help Desk Assistance
Q4F: Discounted Hardware/Software
No, 5.60%
No, 48.90%
Yes,
51.10%
Yes, 94.40%
Q4G: 24-hour lab access
No, 12.50%
Q4H: Free Virus Protection for your Personal
Computer
No, 24.40%
Yes, 87.50%
Yes, 75.60%
16
Q4I: Residence Hall Internet Access
Q4J: Access to Network Drive Space from
home
No, 29.30%
Yes, 46.80%
No, 53.20%
Yes, 70.70%
Q4K: Wireless Network Access on Campus
No, 44.50%
Yes, 55.50%
17
Q5A: How do you primarily find out about the technology
resource services offered?
No Comment,
2.00%
Technology
Webpage, 5.30%
Brochures, 5.60%
Lab Assistants,
11.70%
RamPage, 7.90%
Other Students,
37.90%
Signs/Flyers,
29.50%
Q6: Please check the computer lab that you use most.
No Comment,
0.50%
Vincent 291, 2.80%
Academic 205,
3.10%
Rassman 225,
6.10%
Rassman 111,
2.00%
Carr 287
(Education), 0.80%
Library 3rd Floor,
17.80%
Math/Computer
Science 111,
66.90%
18
Q7: On average, I use a computer lab______times per week?
8 or more, 8.40%
0-1, 23.40%
5-7, 20.30%
2-4, 47.90%
Q8: Have you ever used the MCS lab between the hours of 1:00
a.m. and 7:00 a.m.?
No, 47.30%
Yes , 52.70%
19
Q9: Regarding the learning environment of the computer labs,
would you like an area set aside for quiet work?
Somewhat No,
5.30%
Definitely No, 1.30%
Definitely Yes,
39.40%
Neither Yes or No,
29.00%
Somewhat Yes,
24.90%
Q10: Have you had a question about the software in the computer
labs that the lab staff was not able to answer?
Yes , 16.92%
No, 83.08%
20
Q11: Of the time I spend using the computer lab, I experience
hardware/software problems or errors:
Most of the time,
1.79%
Some of the time,
26.09%
Every time, 0.00%
Never, 13.30%
Rarely, 58.82%
21
Q12: Do you use your ASU email account?
Yes , 33.30%
No, 66.70%
Q13: If you do not use your ASU email account, why not?
3.60%
1.08%
8.27%
3.24%
4.32%
8.27%
2.88%
68.35%
I do not lik e my email account address
I already have an email account
Will lose access to account after graduation
Other
Already have an account and will lose access after graduation
Do not lik e email account and already have an account
Already have an account and other reasons
All of the above
Q14: If no, what email provider do you use?
Other, 17.32%
Gmail, 3.27%
Yahoo, 43.46%
Hotmail, 35.95%
22
Q15: How much does spam interfere with the use of your ASU email
account?
Major Interference,
27.76%
Rarely receive spam
emails, 28.39%
Do not consider a
problem, 15.46%
Minor Interference,
28.39%
Q16: How much does spyware or pop-ups interfere with personal
computer use?
Rarely receive spam
emails, 30.51%
Major Interference,
15.64%
Minor Interference,
40.51%
Do not consider a
problem, 13.33%
Q17: How much does spyware or pop-ups inteerfere with computer
use in the labs?
Major Interference,
5.37%
Minor Interference,
34.78%
Rarely receive spam
emails, 47.31%
Do not consider a
problem, 12.53%
23
Q18: Other than connecting from the computer labs, how do you
connect to the Internet?
3.58%
5.88%
5.12%
17.14%
1.02%
13.81%
34.02%
ASU's Dialup
Dialup from other provider
Off-Campus broadband connection such as DSL or Cable Modem
Wireless network access from public areas on campus
I do not connect to the internet with my computer
I do not own a computer
More than one
24
Q19: If you use off campus broadband, who is your provider?
Cox, 26.67%
I do not use off
campus broadband,
50.67%
West Central Net,
1.60%
ZipNet, 1.60%
Verizon, 10.93%
Other, 8.53%
25
Have you used this service? If yes, how satisfied were you with the service?
Dial-Up
Dial Up Satisfaction
40.00%
35.00%
30.00%
25.00%
20.00%
No, 50.10%
Yes, 49.90%
15.00%
10.00%
5.00%
0.00%
Not Sati sf i ed at al l
Somewhat not sati sf i ed
Nei ther sati sf i ed or not sati sf i ed
Somewhat sati sf i ed
E xtr emel y Sati sf i ed
Color Printing Satisfaction
Color Printing
45.00%
40.00%
35.00%
30.00%
25.00%
Yes, 41.10%
20.00%
15.00%
No, 59.90%
10.00%
5.00%
0.00%
Not Sati sf i ed at al l
Somewhat not sati sf i ed
Nei ther sati sf i ed or not sati sf i ed
Somewhat sati sf i ed
Extr emel y Sati sf i ed
On-Line Registration Satisfaction
On-line registration
45.00%
40.00%
35.00%
30.00%
No, 10.30%
25.00%
20.00%
15.00%
Yes, 89.70%
10.00%
5.00%
0.00%
Not Sat isf ied at all
Somewhat not sat isf ied
Neit her sat isf ied or not
Somewhat sat isf ied
Ext remely Sat isf ied
sat isf ied
26
Bl a c k boa r d S a t i sf a c t i on
Blackboard
45.00%
40.00%
35.00%
No, 4.10%
30.00%
25.00%
20.00%
15.00%
Yes, 95.90%
10.00%
5.00%
0.00%
Not Sati sf i ed at al l
Somewhat not sati sf i ed
Nei ther sati sf i ed or not sati sf i ed
Somewhat sati sf i ed
Extr emel y Sati sf i ed
Web Based Email Satisfaction
Web-Based Email
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
No, 48.20%
10.00%
Yes, 51.80%
5.00%
0.00%
Not Sati sf i ed at al l
Somewhat not sati sf i ed
Nei ther sati sf i ed or not sati sf i ed
Somewhat sati sf i ed
Extr emel y Sati sf i ed
Network Drive Space Satisfaction
Access to Network Drive Space from Home
50.00%
45.00%
40.00%
35.00%
Yes, 22.96%
30.00%
25.00%
No, 77.04%
20.00%
15.00%
10.00%
5.00%
0.00%
Not Sat isf ied at all
Somewhat not sat isf ied
Neit her sat isf ied or not
Somewhat sat isf ied
Ext remely Sat isf ied
sat isf ied
27
Wireless Network Access
Wireless Network Access Satisfaction
45.00%
40.00%
35.00%
Yes, 21.60%
30.00%
25.00%
20.00%
No, 78.40%
15.00%
10.00%
5.00%
0.00%
Not Sati sf i ed at al l
Somewhat not sati sf i ed
Nei ther sati sf i ed or not sati sf i ed
Somewhat sati sf i ed
Extr emel y Sati sf i ed
Q21: How frequently do you use web-based materials for your
classes?
Rarely, 13.50%
Never, 0.50%
Daily, 33.30%
Week ly, 52.70%
28
Q22: How interested are you in participating in review
sessions or discussions via chat rooms or message boards
set up for your courses?
Not Interested,
32.30%
Extremely
Interested,
7.90% Very Interested,
14.80%
Somewhat
Interested,
45.00%
Q23: How interested are you in having an online personal
calendar?
Not Interested,
22.10%
Extremely
Interested,
11.20%
Very Interested,
23.90%
Somewhat
Interested,
42.70%
Q24: How interested are you in having a place on the web
delivering customized content to you?
Not Interested,
18.60%
Extremely
Interested,
7.90%
Very Interested,
27.70%
Somewhat
Interested,
45.80%
29
Q25A: Have you been in a class where a teacher used a
computer & projector or document camera?
No, 4.59%
Yes, 95.41%
Q25B: If yes, how did it impact your learning experience
in regard to effectiveness of the presenter and your
retention of the material?
No Difference,
10.26%
Negative
Impact, 0.79%
Positive Impact,
52.37%
Moderate
Impact, 36.58%
Q26: What is your OVERALL satisfaction level with ASU
computer labs?
Somewhat
Satisfied,
20.60%
Not Satisfied at
all, 0.30%
Extremely
Satisfied,
13.50%
Very Satisfied,
65.60%
30
PART III
Providing anti-spyware and pop-up blockers for
personal computer?
25.0%
Percentage of Students
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
Providing access to limited software in the labs
from home?
25.0%
Percentage of Students
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
31
Providing the ability to use only one username
and password to access ALL your university
user accounts?
Percentage of Students
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
Providing access to a music downloading
service?
25.0%
Percentage of Students
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
32
Providing spam-filtering for your ASU e-mail
account?
25.0%
Percentage of Students
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
Providing technical assistance for your personal
computer?
25.0%
Percentage of Students
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
33
Providing an ASU e-mail address that you can
keep after you graduate?
25.0%
Percentage of Students
20.0%
15.0%
10.0%
5.0%
0.0%
0
1
2
3
4
5
6
7
Ranking 1-7
Q27: If you were asked to give an OVERALL grade
to the ASU computer labs what would it be?
D, 0.26%
F, 0.26%
C, 9.02%
A, 43.81%
B, 46.65%
Mean Grade = 1.664 = B+
34
DEMOGRAPHICS
Gender
Male, 43.50%
Female,
56.50%
I live:
On Campus,
28.20%
Off Campus,
71.80%
35
Academic Standing
Graduate,
5.90%
Freshman,
24.40%
Senior, 28.20%
Sophomore,
20.90%
Junior, 20.60%
Age
36-45 years,
2.30%
26-35 years,
7.40%
Over 45 years,
2.80%
Under 21 years,
46.10%
21-25 years,
41.50%
36
Marital Status
Married, 11.50%
Divorced/
Separated,
2.80%
Single, 85.80%
Majors
French
Economics
Physics
Music
Journalism
History
German
Art
Medical Technology
Drama
Spanish
Mathematics
English
Biochemistry
Sociology
Chemistry
Psycology
Government
Communication
Marketing
Finance
Education
Animal Science
Computer Science
Kinesiology
Management
Accounting
Undecided
Biology
Business Administration
Nursing
0
5
10
15
20
25
30
35
40
45
Number of Students
37
WRITTEN COMMENTS
Q5B: How would you like to find out about new services?
Survey No.
3
5
7
9
10
11
13
14
15
18
20
21
24
31
39
43
45
47
48
50
52
53
55
56
57
59
61
62
64
65
67
71
72
73
76
79
80
81
83
87
95
Response
Rampage
Signs
Email notifications
Signs or flyers in labs
Lab Assistants
Lab
Assistants,Signs/Flyers
Email notifications
Email notifications
Signs/Flyers
RamRadio
Email
Email
Email
Flyers
email
brochures
ASU homepage, internet
Flyers
Brochures in the mail
Desktop
Email
Signs/Flyers
Flyers
Signs/Flyers
Email
Email
Mail
Teachers or Informants
Technology webpage
Staff Possibly
Signs in Tech labs
Signs
Email
Signs/Flyers
Brochures
Preview ASU
Signs
Email
Signs
Letters
Desktop
Email
Survey No.
214
215
216
217
224
225
228
230
233
235
236
238
242
244
245
248
249
250
254
256
261
262
263
265
266
268
269
273
275
276
278
279
280
283
284
290
293
296
298
301
302
305
Response
Email
Email
Teachers
Signs, Flyers, Students
Email or direct mail
Email
Rampage
Email
Post on Blackboard, or mail
Signs/Flyers
Signs/Flyers
Signs/Flyers
Rampage
Flyers, Emails
Flyers
Email
Teachers
Webpage
Other Students
Rampage, emails
Email
Signs, brochures, flyers
Letter sent by mail
flyers
Teachers
Advertisements
Schedules for the fall
Email
Email or mail
Signs
Signs/Flyers
Brochures
Signs/Flyers
Rampage
Tech Webpage
FLyers
Flyers, Webpage
Desktop
Email
Rampage
Brochures
Signs/Flyers
38
97
101
105
111
115
116
118
123
125
127
128
130
136
140
146
150
151
154
155
158
159
160
161
162
164
168
171
173
180
184
188
193
195
196
198
200
207
Email
Brochures
Email
Email
Signs/Flyers
Email
Professors
Email
Mail
Email
Students
Teachers
Signs/Flyers
Website
Email
Signs/Flyers
School
306
310
312
313
316
318
321
325
326
328
329
331
332
339
341
345
346
Web Page
SPAM
Rampage
Email
Email
Email
Tech Webpage
All listed
Email
All listed
Email, flyers, teacher
Brochures
Signs/Flyers
Signs/Opening page at
login
Does not matter
Signs/Flyers
Brochures
Teachers
Signs, Rampage
347
351
352
358
359
361
363
369
370
371
372
376
378
Signs/Flyers
Email
Signs/Flyers
Email
Brochures, rampage, website
Email
Email
Email
Email
Brochures
Call me
Email
Flyers
At Log on
Email
Signs
Signs/Flyers
Signs/Flyers, brochures,
webpage
Signs/Flyers
Online
Students
Brochures
Blackboard
Email
N/A
webpage
Mail Card Announcements
signs/flyers
email
email
379
381
385
387
389
392
by mail
not applicable
Desktop
Signs
Desktop
email
39
Q10: Please list the software where there was a question that a lab assistant was not able to answer
Survey No.
3
9
11
21
27
28
32
49
81
88
95
117
134
138
142
143
151
153
154
157
171
173
179
191
216
231
233
241
243
244
245
248
275
283
284
286
289
294
296
298
336
341
347
372
Response
Excel
SPSS and Adobe Photo Shop
Photoshop, printing
BIOS
Scanning
Music Software
Maple
Scanning
Exceed on Demand 4.5
VPN Client
Linux public domain burning software
MSN Messenger does not work anymore
Media Player
Daedulus
Adobe Photoshop
Word
UNIX environment
server opps involving IBM370 or Xxeeld
Cndemand
the computer freezing
PowerPoint
Windows Media
Everything
PowerPoint, excel
Excel
Getting rid of a trojan start page virus
Excel
Dreamweaver
Excel
Excel
Publisher
Word
Corel Draw and Adobe Photoshop
Something for astronomy
PDF Formatting
Excel, SPSS
SPSS
Converting word to PDF
SPSS
Quark Express
Converting works to word
PowerPoint
Real Player/Media Player
VPN client setup
SPSS
40
Q13: Other response to the reason why students do not use their ASU email account.
Survey No.
19
34
52
61
82
93
94
104
113
147
155
159
162
188
190
197
224
235
236
240
260
263
276
294
309
310
315
316
318
322
324
331
351
359
367
376
381
388
392
Response
I don’t know how to access it
Cannot check it off campus
Forgot my password
Don’t know where to check it
Don’t know my password
Don’t know how to use it
Don’t know how to access it
Don’t know how to get on
too much junk mail
too much spam
Had trouble signing in
Get spam from banks everyday
Use for school only
Don’t know password
Don’t know how to access it
Never learned how
Already have an account that people
know
My computer wont let me get on it
Was not web based from the
beginning
Work Account
Just don’t like it
don’t know how to access it
Cannot log in
Did not know about it
Forgot Password
Don’t know password
Seems slow
can never access, have tried
It sucks
Use Work account
Like my yahoo account better
No one showed me how to use it
Was never able to log on
Cant get in
Lots of junk mail
I have to for my computer class
I was told to!
Spam
I have to for my computer class
Q14: Other email provider used
41
Survey No.
3
5
10
11
14
19
28
33
45
49
51
52
54
62
63
65
70
81
95
126
128
130
132
138
147
153
160
212
213
Response
Earthlink
AOL
Cox.net
AOL
AOL
Netscape
AOL
AOL
AOL
AOL
Excite
AOL
AOL
Cox.net
AOL
AOL
AOL
AOL
My own server
AOL
AOL
AOL
AOL
Cox
Cox
AOL, personal email
server
Cox
Cox
America Online
Survey No.
235
238
241
247
249
251
257
263
267
283
288
295
306
309
312
314
316
319
322
328
331
337
339
343
347
349
366
380
386
Response
Excite
Excite
Cox
GMX
Cox
AOL
Earthlink
MSN
MSN
AOL
AOL
Compuservce
AOL
Cox
AOL
AOL
AOL
AOL
AOL, work account
AOL
Comcast
AOL
AOL
AOL
Zipnet
MSN
Coxnet
AOL
Cox Communications
Q34: What three things do you think the Information Technology Department does well?
42
Survey No.
Response
1
Hours of Availability, Free printing
2
Keep paper checked in printers, friendly help
3
Provide computers to students, Free Printing, 24 hour services
4
Service, Updates, Provide modern up to date technology
5
Good lab hours, helpful assistants, provides necessary programs
6
Have Programs I need available, give assistance when asked
7
Assistance, Troubleshoot problems on computer, Availability
9
Keep up to date with software, have a very helpful staff, have great operating hours
10
The MCS Lab assistants are very helpful, they set up my virus blocker and my vpn
client on my laptop for me, they answer all my questions quickly
14
Good range of technology at students hands, available anytime
17
They are helpful, being open late hours is good and they are nice and friendly
18
Provides good assistance, excellent source for software, and good advice on virus
protection
21
Sit behind their desk, look at their own computer, and talk to each other
43
22
Open when I need it, help out if I need it
23
Fast loading on computers, rare occasions of spam and spy ware
24
Software, help, convenience
25
Answers questions, provides software needed
26
Helpful staff, availability of stations
28
Knowledge of computers
29
Allows easy and fast access to computers , allows me to print things off the computer
really fast
30
Enough computers, senior staff at MCS lab is very competent, software selection is
excellent
31
Give Personal Help in lab, allows easy access to the internet
32
Good knowledge
33
Maintaining everything in working order (always paper in printers) friendly staff, and
plenty of computers so you never have to wait very long
34
Services provided, knowledge, # of labs
35
I like the fact that they are open 24 hours, very friendly staff
38
Offer free printing, hours open
44
39
assistance\
41
Friendly, informative (know their stuff), helpful
42
They are usually helpful with questions and problems, Its nice to have dialup for free
43
Helps students run programs, good hours
44
Help students with problems, availability of hours, email
45
Assists students with programs, refill paper
46
Help with problems with computers and printers, staying open late, answer questions
47
Good hours
48
Gives me computer help, good hours of help, provides enough lab space
49
Clean labs, high speed internet, blocking popups
50
Advertises, assists, and strives for excellence
51
Answers questions, have a general knowledge to help me out
52
Access to unlimited printing, answer general computer questions, and answering
questions regarding school online services
53
Good hours
45
54
Availability (time work schedule) assistance when needed, computer are quick
55
Assistance, time to use the lab
56
Has helpful staff, helps with personal computer problems and offers free software
57
They sit well behind the desks
58
Open 24 hours
59
Clean lab and workstations, good software
60
Help desk is great, staff is very willing and polite
61
Clean, good hours, convenient
62
Provides adequate hardware, maintains a good functional lab, updates with the
change of software
63
Good service, good lab assistants
64
Good service, fast responses, reaches its users
65
Has lots of computers, has good technology, is easy to use
66
good computers, fast internet, good service
67
Provide software, open at accommodating hours, virus free protection
46
68
Helping, providing new
69
Printing, solid computers, very helpful
70
Well saving files for assignments, it does well in editing new pieces to put on videos,
it has a great variety of access to a lot of informative websites
71
Printing, answering questions
72
Helpful, knowledgeable, clean stations
73
Provide assistance, keeps equipment running properly, staying open long hours
74
Helpful assistance, computer are always available, have easy software
75
Helpful, very kind, always there for everything
76
They know what they are talking about, there is a good number of computers,
everyone is nice
77
Everything
79
Helpful with PC, inform regarding software
80
Helpful, open all night, have people who know what they are doing
84
Help new students become accustomed to the system
86
Its just cool
47
88
Keep labs clean and in order, provide adequate tools, assist with any technical
difficulties
90
Easy access, adequate assistance, good reliable equipment
91
Computers are fast and reliable
92
Stay ahead of the technology, provides fast response, good amount of knowledge
93
I don’t use it much
94
help with any technical difficulties, explain very well, are there to help
95
keep all working smoothly
98
Keeps printers maintained
99
Great open times, good staff, knowledgeable and helpful
103
your staff is positive, helpful, and knowledgeable
107
Keep it clean, help if needed, keep it quiet
108
Hours and assistance
109
Hours of operation, help, and they stay updated
112
Plenty of computers, good help, necessary and useful software
48
113
good hours, helpful staff, good software
115
Keep computers running well
116
Availability, and lots of computers
117
Service and Access
118
Help finding certain programs, refilling paper, give students passwords
120
Provide information about computer’s help when needed, someone available all the
time
121
good service, available computers, mucho technology
122
Keep printers filled with paper, help with problems on programs
127
Provides 24 hour assistance, helps students when needed
129
Delivers proper services to be used in academic work
130
Help out with problems, answers questions, knowledgeable
134
Give some good service, keep place clean
136
Provides enough computers, easy access to computers, fast access to internet
137
Provide enough computers, tries help and assist students, provide somewhat good
service
49
138
fast computers, big computer labs, always an open computer, clean
139
Helps with problems, provide good service, convenient to use the computers
142
Color Printing, Basic services
143
color printing, remote access, wireless
144
Great, fast computers, great access to computers, great selection of software
145
providing a computer lab that is open most of the time
146
access to drive data, dialup, helping others
148
Up to date technology, wireless service, up to date software
149
Has needed knowledge, accessible, friendly
150
24 hour lab access, new computers
151
Up to date software and hardware, low amount of down time, service
152
good support
153
Good variety of software, great availability, good speed
154
Friendly, Being there, all hours of the day, regular students
50
155
provides info, always there for help
156
They are very helpful when I have a problem with the software, They have great
printing services. The environment is conducive to learning
157
Good equipment, good times, good atmosphere
159
Hours are outstanding, love free printing, lab staff are generally knowledgeable
160
Very helpful, courteous, knowledgeable
161
good service, flexible hours, amount of stations
162
assist when help is needed
164
Clean available, and equipment functions properly
165
Reliable, service, accessibility
166
Provides students w/up to date computer software
167
Help
168
everything
171
New computers every do often, email access, free software
172
Help, informs
51
173
No Comments
174
Labs are neat and clean, computer for most part are fast, IT is very helpful
175
Always there for help, provide for work to be done, provide good computers that work
176
Keeps network running, keeps computer labs in good shape, provides support
177
The staff, hardware and software, schedule
178
Give info, help, provide
179
help when they know, help very quickly, always willing to help
180
provide help, offer new service, allow off campus connections
181
I hardly ask for help
182
Keeps labs clean, helpful
183
helps students, respond to technical questions rapidly, keep convenient hours of
operation
184
I just like the 24 hour lab, bigger labs with more computers
187
Helps customer presents friendly environment, keeps stuff updated
188
keeps the updates to computers often, has a great variety of software, very happy to
help with a problem
52
189
190
Provide services, available labs, available people to help
191
Hardware, Software, availability
192
Service, Availability, Time
193
provide knowledge, availability, hours of operation
194
Provide assistance
195
Assistance, help, knowledge
197
computers usually work
198
Assist older students, knowledge of software is excellent, lab hours are great
199
working equipment, helpful, friendly
204
Helping others, offers access to many things
206
Keep the labs clean, has easy access, convenient hours
207
Good Hours, scanner, color printer, fast printing, available help from lab assistants
208
Providing resources
53
209
Helps to find an open computer when lab it full, fast assistance, there is enough staff
to help everyone
214
Average on everything, nothing really stands out
218
Assist in computer problems; provide enough services and B&W printers to meet my
basic needs, flyer for removing aware and other services
219
Service and support
220
They turn the computers on, they turn them off, and refill paper very well
221
helps when needed, knows what they are doing
222
Sit on there ass @ work, flirt with the girls when they come in, nothing
223
Clean and orderly, has a lot of people ready to help
224
answers my questions, keeps the labs clean, update on new technology
225
Keeps lab clean and organized, answers questions promptly with good reason, fixes
problems relatively quickly
226
Everything gets done ok
227
assisting students in the lab, offering off campus dialup, knowledgeable staff
228
Quick response to help questions, keeps the labs clean and easy to use, hire people
that are capable of effectively helping
230
Easy Access, ASU campus updates, providing useful programs
54
231
answer questions well, always ready to help, always one around
233
They provide quick service, they are knowledgeable, they are friendly
235
Keeps the computer labs clean, provides timely help and free antivirus software
236
Have the most current software and hardware, have technicians always on call, have
a computer lab open 24/7
237
Gives students access to computers
238
Provides anti-virus software to ASU students, respond quickly to questions problems,
willing to come to you for troubleshooting (to fix the problem)
240
Provides helpful services
242
Assist students when needed, great hours, great programs
243
Up to date technology, constant assistance when needed, adequate resources
244
The hours they are open, the good training of the assistants
245
The hours the labs are open are pretty convenient, the number of labs and new
computers are also nice
248
Like the hours, keep the paper trays full, nice chairs
249
Have up to date technology, provides software, convenient accessibility
252
Knowledgeable, they do the best they can to help
55
253
Prompt
254
Teaches, informs, is very patient
255
Assist with questions, help provided when needed, inform about other software
256
Helps students, very knowledgeable in software and hardware, keeps labs very
clean
257
Aid students with questions and problems tend to technical problems, and personal
attention
259
They are always available, don’t hesitate to assist, friendly
260
operating hours are good for students, especially those of us who live off campus
261
They give good service to students
262
Do well with all aspects
263
Provide up to date software, assist students, 24 hour labs
265
they can answer questions about the computers and some problems that might
occur, good assistance and attitudes
266
Loads up fast, find the information
268
assist in whatever problems someone may have, update in certain programs, very
helpful when it come to computer problems
269
I think it provides a touch of everything which is excellent, quick and friendly as for
most of the staff - I love the Dell computers
56
271
Remains open for 24 hours during school week, has someone on hand to
accommodate the students needs, provides reliable computer access
275
friendly staff, good computers, quiet environment
276
Customer service, being knowledgeable, being nice
277
Answer questions, show you if you don’t know, help you
278
I rarely go
279
Available to answer all of my questions, very helpful and courteous, works hard to
keep up to date technology
280
Provide Help, provide a variety of services, provide help with personal computers
281
Internet access, software package, help when needed
282
provide services, consistent hours, willingness to help
283
friendly staff, fast computers, open during convenient times
285
Adequate Staffing, good up to date software and hardware
286
Software availability, Hours available, help available
287
Offer good assistance, good software, lots of computers
288
Willingness to help, hours
57
289
Labs are open at good times, you can get your questions answered
290
Most of the staff is knowledgeable on all computer programs, most are willing to
help, cheap color copies
291
Respond fast, able to fix most situations,
296
Providing virus protection, being open late and have flat screen
297
Stay current with technology, access to software needed for classes, provide
assistance with problems when needed
298
Hours, willingness to help with problems, and they have great technological
resources
299
always an available computer
302
24hours access to computer lab, helpful setting up accounts, when there is a
problem with computer or printers they help with the problem soon
303
They have computers
304
Hours are good for everyone in the MCS lab only, virus protection for free
306
Provide computers, software, tech support
307
Service, support, knowledge
308
They provide new computers, knowledgeable staff
310
Stay up with technology, provide excellent customer service, available at times that
fit in my schedule
58
313
Assist, great software, explain
314
Provides good software, hires sufficient work help, provides good appliances
316
Adds software needed for class, easy connecting in the labs, maintains computers
well
320
Provide good hours, keep hardware operational, help with minor software problems
322
Helps me out in computer labs, dresses appropriately, courteous
323
Have everyone their own personal settings where you don’t have to put up with
anyone else’s
324
The information tech dept staff are friendly and helpful and I can rely on them if I ever
have a problem
326
Help students, provide assistance with everything,
328
Helps with problems, interacts well, understanding
332
Open late, nice people, good service
334
Help, refill paper
335
Provide technical help, good lab times, large number of computers
336
Knowledge of computers, cleanliness
337
nice people, helpful staff, and its nice and quiet in the labs
59
338
Help, access, current technologies
341
They are good at helping students with problems, quick to attend to problems
344
They are open at all hours, they have the software I need, someone is always
available to help
345
Hours, staff, good software
347
Good equipment, web page is good, web page (ASU) is pretty good
350
Provide information about the computers and helping out with problems
351
Nice computers, good hours, intelligent staff
352
Always available, good times to be open
353
computers always run smoothly
354
Provides basic needs, adequate competent help, has a larger number of labs
available
355
Hours, help services, easy access to internet, MS word, PP, etc
357
programs, accessibility, service
358
Operate the labs, provide service, help students
359
Provide good tech support
60
367
helpful people answer questions quickly, nice computer labs
368
hours are good, internet, p-drive
369
Helping Students,Friendly,Organized
370
Fast service, Will find someone to fix problem if staff unable to do the job, Friendly
staff
372
Open at convenient times, usually enough computers to get in and get out, I enjoy
the minimal spam on my ASU email account.
376
Providing a service, Registration, Answering questions
378
provides excellent customer support and quality resources
379
the assistants are very helpful, Provide good hours, Provide enough computers
381
troubleshoot, accessible
383
Makes itself available during a wide range of hours,
Provides students with great accessibility, Enables students to use the lab at all
hours.
384
Good hours, Good staff, Quiet.
385
tech support, 24 hour computer lab, nice tech people
386
the staff knows their stuff, the hours of operation are convenient for almost everyone
because of the 24 hour labs, the hardware and software is frequently updated with
the latest technology
387
lab(mcs)is always clean, assistants are very helpful, easy to identify assistants
61
388
Programs, Assistance with questions, directing you to open stations
389
Tech support, 24 hour computer lab, nice tech people
392
Providing a service, Registration, Answering questions
Survey No.
Response
62
1
More save space, quicker log in time
3
Have staff that know the software available in the lab, not everyone
needs to know, but at least one person so they can be asked by
other stuff
7
Designated quite rooms, I believe some are designated but groups
usually occupy these rooms so I rarely find it quiet
9
One problem that I see is that there are not always enough
computer all the students in the lab. Especially during certain times
of the day, around noon
10
I was not aware that a computer lab was open 24 hours, I would
love to be able to use this when I get off work at 3 am
11
Educate staff more and provide more software
14
more technology is always good
17
More computers would be good, or at least keep some other
computer labs open more often
18
blocking as much span and spy ware as possible
21
not what I listed above
22
get on facebook
24
make sure all software is working
26
extend hours of availability on weekends and nights
28
take more time in explaining the answers to students' questions so
that the students will actually understand and not run into the same
problems again
63
33
Update SPSS for statistical use, hire competent student workers to
man labs, offer recycling near printers
More help for personal computers and more information on how to
get help. Those little flyers in the computer lap that are supposed
to help you get online don’t help. Personal assistance would be
nice
More scanners, allowed to download things like newer versions of
messenger so you can chat with your friends while doing
homework, and I think you should be allow to view your friends
through webcam and not have a firewall to block it
34
make MCS lab larger
42
Answer the phone quicker, more scanners/color printing @ no extra
charge, not have to constantly change your password
44
more color printers, messenger sites, and music downloads
46
none, the labs are great
48
More workers in the labs
49
Providing software access to programs mentioned/used in classes,
MCS 2331 references PHSTAT, MINITAB, and couple of other
programs
50
Providing a free copier with maximum capabilities and explaining
how to access the network from a home computer, provide
brochures on all the abilities of your networks
52
More computer labs especially at Texan hall, more discounted
software, more variety of software, more Macintosh computer labs
53
The staff could learn how to help students
56
log in faster
57
That each assistant is more attentive to assisting. Some will help
with a frown on their face and it seems as if they are bothered to
have to help
30
31
64
59
More computers would be good, or at least keep some other
computer labs open more often
62
Providing free information classes about computer information
64
Nothing at this time
65
Help people a little more
66
listen to me
67
Friendliness, more responsive staff
69
More p drive space, more RAM (Photoshop tends to freeze
sometimes, store applications on the HDD of each computer, load
time to log on and start applications is too long
70
a better way for students to have access into a computer by
accepting a password that is already set up and not have any
interferences from pop ups
74
keep up the good work
75
Not making this so long, able to change background, able to use
own products
76
Upgrading computers, printers, and scanners
78
I think they are doing a good job
79
Make the IT help desk open 24-7
85
Too small
65
86
Serve Candy
91
More personal service
92
Do a contract with technological cooperation in order to stay ahead
93
Let people know how to get the software from home, like email or j
drives
95
Get cd burners for people, software
98
Cleaner lab room floors
100
Quit surveying during class
103
Decrease spam received in the ASU email addresses
112
more assistance, patient lab staff
113
more strict on the rule of being quiet while in the computer labs
115
Less personal talking in labs, a better way to get help at home while
trying to get dialup setup
116
Letting students know what’s out there
117
More printers, more space on P: /
118
assistants actually helping students rather than sitting behind the
desks
66
122
make more accessible computer, it seems that all the labs are
usually full
127
provide faster internet for students that live off campus
130
Keep up the hard work and dedication
134
More training of employees
137
To make a better email, make it more personalized like hotmail or
yahoo accounts, make faster login service, make each computer
lab open for easier access
138
quieter computer labs, some aids in the labs
139
get better computers with faster modems
141
more computer in MCS lab
142
To give more consideration to the CS people when making
decisions
143
That there be a lab for computer science students so we can
program in peace
144
have certain computers for CS majors
145
provide and ASU email address that you can keep after graduation
146
DVD Burners, Ability to buy media in the labs
147
better staff, returning the UNIX lab to the CS department
67
151
A lab set aside for compute science lab time most if not all of our
programming is done out of designated class time
153
More software, better knowledge base support from Lab Assistant
154
Know the programs better, know how to explain something
155
very polite
156
Make the usernames the same that way we would need only one
password for all our accounts
157
Hire new lab assistants, the older guy and women are kind of aholes
159
A few of the student workers could stand better customer service
training, sometimes the MCS floors need some cleaning
160
More flexible hours
162
more hours for other computer labs, more printers
163
The workers do not really know what they are doing, not very
helpful
164
Make the lab quieter
166
Making it easier to access the library sites from off campus
169
I don’t care, its my last semester I only use the lab when I have to
otherwise I use my computer at home
171
No Cell phones, getting rid of people who are only playing games
when there is a line waiting
68
172
Doing away with time limit on online registration for classes it’s a
big hassle
173
well dressed, assistance when needed
181
They are doing a good job
183
Allow students availability to more programs software on personal
computer through ASU, we pay a high technology fee, I’d like to
see more personal benefits such as software free to ASU students
188
More weekend hours, more computer labs open 24 hours, ability to
print in color (a few free or something)
191
Better customer service from lab assistants keep technology up to
date
192
Getting more computer so they are not always full when I need one,
I think ASU should issue us a personal computer to cut down trips
back and forth to school
194
more computers, more printers
195
More computer availability when necessary
199
more computers, more up front information about capabilities of
computers
205
Give out free computers so students can study more in their rooms
207
When lab assistants fix a problem they should use it as a teaching
told, and do it slow enough to show the student how to fix the
problem on their own in the future
208
more staff help and availability
209
I did not know we could access our personal drives from home.
Maybe find a way to list all the services offered when you leave the
dorms for example
69
217
less popups
218
help more with keeping popups away, provide more space in the
computer labs, its always full
219
helping maintain our personal computers
221
improve communication with off campus students
222
more professionalism, offer more help
223
More computers, work are and play area should be separate, more
printers
224
Having the MCS computer lab open 24/7 365 days a year
225
Updates to all computers on campus
226
employees don’t seem very eager to help, I always have problems
when I try to get color copies
229
More helpful staff
230
Allow home users to access the programs from home (PowerPoint)
232
More staff to answer calls or help students - it tends to take a while
to answer and you hold forever on the phone
233
Give out more information about services they provide. I was
unaware of many services until I filled out this survey and I am
about to graduate
235
Pretty satisfied w/technology services
70
236
more training for technicians, quick fixing of printers in the MCS
237
When I first log on the computer is slow
239
Macs in computer labs, G5's in the biology building w genetics
software and PAUP, etc
240
Maybe have labs open earlier on the weekends
243
Discounts on color printing (for study materials), exclude my
desired level of services on this survey it is pointless, deals on
software and music downloads
244
That you enforce the rules of cell phones harder
245
Quiet work rooms would be helpful
247
Get Apple G 5 desktops
248
make buyable music available in IT labs for Ipod
249
Add more computer labs, provide more information about
discounted software
252
More friendly, more understanding, more patience
256
make messengers and music services available
257
More internet access in library
260
Try to make a list of what a student can do with the programs on a
computer (flyers, brochures, stat analysis)
71
263
Send information through mail, allow students who live off campus
to access their accounts from home
264
Fix problems as soon as they arise, like the windows media player
265
Maybe provide more information about the services, putting up
flyers and letting people know what they technology services can
do for the students
266
to give some direction for the people who know nothing about
computers
267
faster computers
268
269
Update windows to a newer version
Filtering for the email accounts is needed, I know it is expensive but
a couple more color printers in each lab would help. Some of the
staff is busy with homework or other stuff to help me in my
requests, I feel that part of the day staff is rude, I am not a
computer person
271
More computers in the labs, longer lab hours on weekends
273
That when asked a question hat the people working at the desk
come to your computer to answer it
274
Have them know how to answer a question instead of making you
figure it out
275
making another computer lab
281
A copier in the computer labs, less popups when on the internet
about going to unprotected sites, uploading time when logging in
282
Knowledge of software, control of lab noise level
283
more computer technology support for home computers
72
285
Earlier opening on Saturday and Sunday, spam blockers for ASU
email accounts, separate areas for quiet work or group work
287
Have easier wireless capabilities
288
More scanners, more quiet places, more printers
291
More computers, more advertising about special features and
services that you offer, especially for the people who live off
campus
292
Try to keep lab quiet set aside a room as a quiet area
294
Appoint people who have knowledge on computers, I have noticed
that some of the lab assistants done have computer related
problem solving skills, there should be some definite knowledge
criterion on the bases on which lab assistants are hired
296
Tech assistants knowing more about different software and
programs
Improve response time to things like refilling printer w/paper, fixing
the tone, switching the printers for some of the computers that have
problems printing, more knowledge with the software, and
troubleshooting
298
Make a bigger lab at the MCS building, more training on software
for the staff
299
always available staff
303
Get a courteous staff
304
Lab open at more times other than MCS, better knowledge of
everything in the lab
306
Provide spy ware software for free
309
Block spam from email
295
73
316
Easier access to campus email, make availability of software more
widely known
320
Better span virus spy ware protection for the campus server and for
personal email accounts
322
bigger better computer labs in the MCS, It is always full when I go
in there, I usually wait at least ten minutes or longer
324
Providing better network security
329
Free color printing, need more help at desk when people call in
331
Access to schools email address
332
Hire nice people
336
more software access
341
Let students know where they can connect to wireless internet on
campus or make sure dorms are also wireless
343
Make sure that everyone has an available workstation in a
computer lab often I go to the lab and there is not a computer open
347
Improve initial contact (level 1)help, many times these people
cannot answer questions or just give me a handout which I already
tried
351
Maybe update computers more regularly
354
more scanners
357
fix all computers
74
367
Take out span and don’t sell my email address
368
get rid of spam on our email accounts, tell people how to keep quiet
in the labs
WORKS CITED
75
Hughey, D. W., Chawla, S.K, & Khan, Z. U. (2003). Measuring the quality of university
computer labs using servqual: A longitudinal study. Quality Management Journal,
10(3), 33-44.
76