ASU-Information Technology Survey
Abstract
The intent of this study is to determine measurable categories of service and identify
areas to improve customer service in the Angelo State University computer labs.
The current method chosen to measure levels or dimensions of service provided by ASU
to students using the ASU computer labs was developed by three researchers, A.
Parasuraman, Leonard Berry, and Valarie Zeithaml, to measure the difference between
service perceived, or provided, and the level of service desired. This process, referred to
as SERVQUAL, can be used to produce a score for each service dimension.
Factor analysis was used to identify three service dimensions that can be used to
describe categories of service at ASU. The three dimensions developed for ASU are
based on their research, modified slightly, and summarized here:
ASU Survey Service Dimensions
 Staff
o Assurance- willingness to help customers and provide prompt service.
o Empathy- Caring, individualized attention the firm provides its
customers.
o Responsiveness- Employee’s ability to inspire trust and confidence in
customers.

Services
o Tangibles- appearance of physical facilities, equipment, personnel,
printed and visual materials

Professionalism
o Reliability-Ability to perform promised services dependably and
accurately
ASU-Information Technology Survey
The graph below displays the calculated SERVQUAL scores for each dimension of
service.
-0.6560542
Total
-0.29079
Tools
1
Setting
-0.58074
Staff
-0.63026
SERVQUAL Factors
-0.8
-0.6
-0.4
-0.2
0
Once the factors were determined, a SERVQUAL score was calculated for each of the
three factors. This was done by dividing the factor values by the number of Q variables
included in each factor.
SCORE1 = FACTOR1 / 9 = -0.6302629
SCORE2 = FACTOR2 / 9 = -0.5807417
SCORE3 = FACTOR3 / 6 = -0.2907922
TOTAL = Q22/1 = -.6560542
These mean SERVQUAL scores signify the overall gap between the mean desired and
the mean perceived levels for each dimension (factor) of customer service.
2
ASU-Information Technology Survey
Factor 1:
Staff
Q1: The computer lab staff’s willingness to help me
Q2: The staff’s ability to instill confidence in me to use the computer lab software and
hardware
Q3. Staff who have the knowledge to answer my questions about computer lab policies,
operating hours, software, and hardware
Q4. Computer lab staff who deal with me in a caring fashion
Q5. Receiving a prompt response to my computer lab problems and/or suggestions
Q6. Computer lab staff who have my best interest at heart
Q7. Computer lab staff who understand my computing needs
Q8. Computer lab staff who give me personal attention
Q9. Staff who have the knowledge to answer my questions about software and hardware
Factor2:
Setting
Q10: Providing computing services as promised in the ASU catalog, computer lab
brochure, or web page
Q11. Services provided at times listed
Q12. A visually appealing computer lab (i.e. neat, clean, and organized)
Q13. Computer lab staff can be distinguished from other students and are easy to identify
Q14. Ability to find an available workstation in one of six labs on campus
Q15. Being directed by staff to an open workstation at another computer lab if the first
computer lab is full
Q16. Convenience of normal operating hours to personal schedule
Q17. Computer lab staff who are dressed appropriately for their position
Q18. Computer response time during log-in or application loading
Factor 3:
Tools
Q19. Counting on the computer labs to have the software and hardware I need to
complete assignments?
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 of 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 needs
Total:
Overall Satisfaction
Q25. What is your Overall satisfaction level with ASU computer labs?
3
ASU-Information Technology Survey
Introduction
Angelo State University attempts to provide their students with the most current
technology available. The Information Technology Department offers six computer labs
throughout the university campus. Each year the Information Technology department
conducts a customer satisfaction survey to determine the students’ satisfaction levels. As
a result of the information gathered through the surveys, the Information Technology
department makes changes or updates in the technology or services they provide.
There are six computer labs located throughout the Angelo State University campus.
These labs are conveniently located to provide students access to a variety of services and
the most up to date software and hardware. These services include scanners, color and
black and white printing, internet access, and an additional wide variety of software
programs.
The Information Technology attempts to meet the students’ needs by offering a wide
variety of programs. These programs include Dreamweaver, Quark Express, SPSS, and
SAS. They also provide additional specific programs necessary for nursing, psychology,
accounting, Computer Science and Math majors.
The Information Technology help desk is available to assist students with programs they
are not familiar with. Customer support is provided by trained lab assistants. The lab
teams consist of lab assistants and directing personnel.
The Information Technology department attempts to provide the most up to date
technology available. This is a continuous process, as technology is ever changing. Most
upgrades are normally scheduled during slower times when fewer students are using the
computer labs. Normally hardware and software upgrades are performed in a timely
manner with minimal glitches.
4
ASU-Information Technology Survey
Survey Design
The survey consisted of three main parts. Part one of the survey was constructed on the
basis of SERVQUAL instrument which was first instituted by Zeithaml, Parasuraman
&Berry. SERVQUAL is a method used to determine the difference between the
perceived and the desired level of service (Hughey, Chawla, Khan 2003). It measures
service quality on five dimensions including: tangibles, reliability, responsiveness,
assurance and empathy. Parts two and three of the survey were created by using several
various scales and questions.
Parasuraman, Berry, and Zeithaml originally started with seven dimensions, but had
difficulty mainataining distinction after two stages of scale purification. Assurance and
empathy were the last two items which contain elements of the seven original
dimensions. These include Communications, credibility, security, competence, courtesy,
understanding and/or knowledge of customers, and access (Parasuraman 23). These were
later combined to create five dimensions. Due to the similarities between three of the
seven dimensions and due to a number of valid survey returned the dimensions were
downsized to three factors. Due to the original combined dimensions done by
Parasuarman, Berry, and Zeithaml this is allowable. Within the SERVQUAL portion of
the survey five dimensions were considered within the three categories of the survey.
Data was collected by method of a survey. A sample survey is attached in the appendix.
The data was collected on campus through the distribution on surveys in classroom
settings and through the Internet. Our goal for completed surveys was set at 450. This
represents approximately 7.31% of Angelo State University’s combined undergraduate
and graduate student population. To achieve this targeted number of surveys in a
compressed time frame, we distributed them in pre-selected classes. The classes were
chosen in a manner which would provide a random sample of each of the classifications,
including graduate and distance learning students attending Angelo State University.
ASU Survey Service Dimensions
 Staff
o Assurance- willingness to help customers and provide prompt service.
o Empathy- Caring, individualized attention the firm provides its
customers.
o Responsiveness- Employee’s ability to inspire trust and confidence in
customers.

Services
o Tangibles- appearance of physical facilities, equipment, personnel,
printed and visual materials

Professionalism
o Reliability-Ability to perform promised services dependably and
accurately
5
ASU-Information Technology Survey
Sample Demographics
ASU’s fall 2005 demographics indicate enrollment consisted of 45.9 % males and 54.1 %
females. The percentages closely resemble the demographics obtained from this survey,
Fig. 1.
A typical computer lab user is under 21 years of age, not married, and is more likely to be
female than male. This student is in their freshman or junior year and majoring in
Psychology, Business, or Communication.
Only 10.5% of the student population is married and less than 2% are divorced or
separated, Fig. 4.
Figure 2: Age
Figure 1: Gender
36-45 years Over 45 years
3.09%
1.43%
26-35 years
6.65%
Under 21 years
49.17%
Male,
45.97%
Female,
54.03%
21-25 years
39.67%
Figure 3: Academic Standing
Senior,
22.41%
Graduate,
5.90%
Junior,
27.59%
Freshman,
26.18%
Sophmore,
17.92%
Figure 4: Marital Status
Married,
10.54%
Divorced/
Seperated,
1.72%
Single ,
87.75%
6
ASU-Information Technology Survey
Approximately one third of the ASU student population surveyed lived on campus.
Figure 5
On/Off Campus
33.49%
On Cam pus
Off Cam pus
66.51%
Majors
7
ASU-Information Technology Survey
We surveyed a wide variety of students ranging from Psychology to Physical Therapy.
Based on fall 2005 data ASU’s largest major by college was sciences at 23.7% and
Liberal and Fine Arts at 22.1 %. Based on this data our results indicate that we were able
to obtain a representative sample compared to ASU’s overall enrollment.
Figure 6: Majors
Psychology
Business
Communication
Undeclared
Management
Finance
Kinesiology
Marketing
Accounting
Biology
Nursing
MBA
Criminal Justice
Government
MIS
Computer Science
Animal Science
English
Mathmatics
History
Journalism
Education
Music
Sociology
French
Spanish
Chemistry
Physical Therapy
Student Development
0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75
8
ASU-Information Technology Survey
Survey Results
In addition to developing a score for each dimension the average difference between the
desired level of service and the perceived level of service was graphed for each survey
question. From these graphs it was possible to note areas that could be improved and
areas that have improved.
Part 1: Staff
Figure 7
Desired v.s. Perceived Service Levels
Questions 1-9
9
8
7
6
5
4
3
2
1
0
Desired
Perceived
1
2
3
4
5
6
7
8
9
Q1: The computer lab staff’s willingness to help me
Q2: The staff’s ability to instill confidence in me to use the computer lab software and
hardware
Q3. Staff who have the knowledge to answer my questions about computer lab policies,
operating hours, software, and hardware
Q4. Computer lab staff who deal with me in a caring fashion
Q5. Receiving a prompt response to my computer lab problems and/or suggestions
Q6. Computer lab staff who have my best interest at heart
Q7. Computer lab staff who understand my computing needs
Q8. Computer lab staff who give me personal attention
9
ASU-Information Technology Survey
Q9. Staff who have the knowledge to answer my questions about software and hardware
Part 2: Setting
Figure 8
Desired v.s. Perceived Service Levels
Questions 10-18
9
8
7
6
5
4
3
2
1
0
Desired
Perceived
10
11
12
13
14
15
16
17
18
Q10: Providing computing services as promised in the ASU catalog, computer lab
brochure, or web page
Q11. Services provided at times listed
Q12. A visually appealing computer lab (i.e. neat, clean, and organized)
Q13. Computer lab staff can be distinguished from other students and are easy to identify
Q14. Ability to find an available workstation in one of six labs on campus
Q15. Being directed by staff to an open workstation at another computer lab if the first
computer lab is full
Q16. Convenience of normal operating hours to personal schedule
Q17. Computer lab staff who are dressed appropriately for their position
Q18. Computer response time during log-in or application loading
10
ASU-Information Technology Survey
Part3: Tools
Figure 9
Desired v.s. Perceived Service Levels Questions 19-24
9
8
7
6
5
Desired
4
Perceived
3
2
1
0
19
20
21
22
23
24
Q19. Counting on the computer labs to have the software and hardware I need to
complete assignments?
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 of 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 needs
11
ASU-Information Technology Survey
Figure 10
Desired vs. Perceived Overall Satisfaction
Levels
9
8
7
6
5
4
3
2
1
0
Desired
Perceived
1
Question 25
Q25. What is your Overall satisfaction level with ASU computer labs?
12
ASU-Information Technology Survey
How Many Times Did You Use RamPort during the Fall Semester?
Figure 11
Daily, 17.13%
Weekly,
21.06%
Monthly,
14.58%
Never, 20.37%
1-2 Times,
26.85%
13
ASU-Information Technology Survey
Which of the Following Devices Do You Own?
Figure 12
ECAR Ownership Comparison
100%
90%
80%
70%
60%
ASU
50%
ECAR
40%
30%
20%
10%
B
M
C
e
ll
P
U
S
ne
ho
D
A
ar
tP
P
m
S
p
pt
o
La
ho
ne
us
i
c
W
D
ire
ev
le
ic
ss
e
A
da
pt
er
P
er
so
na
lD
e
sk
to
p
0%
Figure 13
14
ASU-Information Technology Survey
Technology Usage ECA R
Comparison
Activity
Average Number of Hours Used
ASU
ECAR
Completing a learning activity or accessing information for a
course using Blackboard
6-10 hours
*
Excluding cell phones, hours each week using an electronic
device
6-10 hours
11-15 hours
Using a library resource to complete a course assignment
Less than 1 hour
Less than 1hour
Surfing the Internet for information to support your
coursework
1-2 hours
1-2 hours
Writing document for your coursework
3-5 hours
3-5 hours
Creating, reading, Sending Email
3-5 hours
1-2 hours
Creating , reading, Sending instant messages
1-2 hours
3-5 hours
Writing documents for pleasure
Less than 1 hour
Less than 1 hour
Playing computer games
Less than 1 hour
1-2 hours
Downloading or listening to music or videos/DVDs
1-2 hours
1-2 hours
Surfing the internet for pleasure
3-5 hours
1-2 hours
Less than 1 hour
Less than 1 hour
Online shopping
Our results for technology usage closely resemble the results obtained from the ECAR
report. On average, students at Angelo State University are utilizing similar technology
resources compared to the national technology usage.
A majority of the students at ASU spend more than 11 hours per week using electronic
devices.
How Many Hours Each Week do you Normally Spend Using an Electronic Device?
Figure 14
25%
20%
15%
10%
5%
0%
Do not
use
Less
than an
hour
1-2
hours
3-5
hours
6-10
hours
11-15
hours
16-20
hours
More
than 20
hours
15
ASU-Information Technology Survey
How Many Hours Each Week do you Normally Spend on Each of the
Following Activities Using an Electronic Device?
The majority of students spend between one and five hours completing a learning activity
or accessing information for a course using a course management system.
Fewer students utilize the library resources available than Internet surfing for
coursework. In spite of the growing popularity 25% of ASU students do not use instant
messaging. More than half of the students surveyed spend one to five hours per week
surfing the Internet for pleasure. 60% of students spend more than one hour per week
downloading and listening to music on the Internet.
Figure 15
Completing a Learning Activity or Accessing Information for a
Course Using a Course Mangement System
40%
35%
30%
25%
20%
15%
10%
5%
0%
36.87%
29.03%
21.89%
6.22%
2.76%
Do not
use
Less
1-2 hours 3-5 hours
than an
hour
6-10
hours
2.30%
0.46%
0.46%
11-15
hours
16-20
hours
More 16
than 20
hours
ASU-Information Technology Survey
Figure 16
Using a Library Resource to Complete a Course Assignment
40%
35%
30%
25%
20%
15%
33.41%
27.42%
23.04%
11.29%
10%
5%
0%
Figure 17
3.00%
1.15%
0.46%
Do not
use
Less 1-2 hours 3-5 hours
6-10
11-15
16-20
than an
hours
hours
hours
Surfing
hourthe Internet for Information to Support Your
0.23%
More
than 20
hours
Coursework
40%
35%
30%
25%
20%
15%
10%
5%
0%
37.56%
28.57%
15.67%
9.45%
2.07%
Do not
use
Less 1-2 hours 3-5 hours
than an
hour
6-10
hours
3.69%
1.84%
1.15%
11-15
hours
16-20
hours
More
than 20
hours
17
ASU-Information Technology Survey
Figure 18
Writing Documents for Your Coursework
40%
35%
35.33%
30.72%
30%
25%
20%
15%
13.16%
10.39%
10%
5%
0%
4.85%
2.31%
Do not
use
Less 1-2 hours 3-5 hours
than an
hour
6-10
hours
11-15
hours
2.08%
1.15%
16-20
hours
More
than 20
hours
Figure 19
Creating, Reading, Sending E-mail
35%
29.49%
30%
24.88%
25%
19.59%
20%
13.13%
15%
10%
5.99%
5%
1.61%
2.53%
2.76%
16-20
hours
More
than 20
hours
0%
Do not
use
Less 1-2 hours 3-5 hours
than an
hour
6-10
hours
11-15
hours
Figure 20
Creating, Reading, Sending Instant Messages
30%
25.87%
25%
20%
18
20.32%
16.63%
17.32%
ASU-Information Technology Survey
Figure 21
Writing Documents for Pleasure
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
47.56%
26.91%
16.24%
6.26%
Do not
use
Less 1-2 hours 3-5 hours
than an
hour
1.39%
0.46%
0.93%
0.23%
6-10
hours
11-15
hours
16-20
hours
More
than 20
hours
Figure 22
Playing Computer Games
50%
45%
40%
35%
30%
43.78%
19
25.35%
ASU-Information Technology Survey
Figure 23
Downloading or Listening to Music or Videos/DVDs
30%
25%
24.07%
19.91%
20%
19.91%
15.74%
12.50%
15%
10%
3.70%
5%
2.31%
1.85%
16-20
hours
More
than 20
hours
0%
Do not
use
Less 1-2 hours 3-5 hours
than an
hour
6-10
hours
11-15
hours
Figure 24
Surfing the Internet for Pleasure
30%
25%
20%
27.71%
24.48%
20
ASU-Information Technology Survey
Figure 25
Online Shopping
40%
35%
30%
25%
20%
15%
36.26%
34.18%
18.01%
10%
6.24%
2.31%
5%
1.39%
0.92%
0.69%
During the Academic Year, What is you Most Frequently Used Method for Access
0%
to the Internet from Your Personal Computer
Do not
Less 1-2 hours 3-5 hours
6-10
11-15
16-20
More
use
than an
hours
hours
hours
than 20
hour
hours
21
ASU-Information Technology Survey
Most ASU students have commercial broadband service or use the school operated
network.
What is your most frequently used method for access to the
Internet from your personal PC?
Figure 26
45%
41.22%
40%
35%
31.15%
30%
25%
20%
15%
11.24%
10.77%
10%
5.62%
5%
0%
Commercial
dial-up modem
service
School
operated
network
service
School
operated dialup modem
service
School
operated
wireless
network
Commercial
broadband
service
22
ASU-Information Technology Survey
Which of the following concern you regarding technology?
Figure 27
Inadequate Access to Printing
12.64%
31.72%
Not a Concern
23.91%
Small Concern
Significant Concern
Major Concern
31.72%
23
ASU-Information Technology Survey
Figure 28
Slow or Inadequate Network Access in the Computer Labs
15.70%
26.33%
Not a Concern
Small Concern
Significant Concern
29.33%
Major Concern
28.64%
Figure 29
Slow or Inadequate Network Access in the Residence Halls
11.14%
12.76%
Not a Concern
Small Concern
Significant Concern
13.69%
62.41%
Major Concern
Figure 30
Slow or Inadequate Network Access in My Home or Apartment
24
ASU-Information Technology Survey
Figure 31
My Technical Skill Level in Troubleshooting My
Computer
9.20%
25.75%
25.06%
Not a Concern
Small Concern
Significant Concern
Major Concern
40.00%
Figure 32
Computer Viruses, Worms, or Trojan Horses
25
12.99%
28.54%
ASU-Information Technology Survey
Figure 33
Spam Sent to My ASU Email Account
19.12%
34.56%
Not a Concern
Small Concern
Significant Concern
17.51%
Major Concern
28.80%
Figure 34
Inadequate Technical Assistance and Help Available to Me on
Campus
26
ASU-Information Technology Survey
Figure 35
How many Times Did You use RamPort During the Fall
Semester?
30%
26.85%
25%
21.06%
20.37%
20%
17.13%
14.58%
15%
10%
5%
0%
Never
1-2 Times
Monthly
Weekly
Daily
Figure 36
Which Features of RamPort Have You Used Regularly?
27
60%
50.46%
50%
ASU-Information Technology Survey
Figure 37
How Would You Rate the Content in the RamPort
Channels?
40%
37.76%
35%
30%
27.51%
25.87%
25%
20%
15%
10%
6.29%
5%
2.56%
0%
Never Viewed
Not Useful
Somewhat
Interesting
Interesting
Very
Interesting
Figure 38
28
ASU-Information Technology Survey
Over All Grade Given to ASU Technology Services
60%
52.57%
50%
40%
37.85%
30%
20%
8.64%
10%
0.70%
0.23%
D
F
0%
A
B
C
Services
Figure 39
40.14%
Yes
No
59.86%
29
ASU-Information Technology Survey
Dial Up Satisfaction
45%
41.86%
40%
35%
30%
25.58%
25%
20%
13.95%
15%
10%
10.47%
8.14%
5%
0%
Not Satisfied
Figure 40
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Color Printing
23.17%
Yes
No
76.83%
30
ASU-Information Technology Survey
Color Printing
40%
36.45%
35%
30.54%
30%
25%
21.67%
20%
15%
10%
5%
7.39%
3.94%
0%
Not Satisfied
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 41
Blackboard
1.84%
Yes
No
98.16%
Blackboard Satisfaction
50%
45%
40%
35%
43.17%
41.97%
31
ASU-Information Technology Survey
Figure 42
Web-Based E-Mail
6.25%
Yes
No
93.75%
32
ASU-Information Technology Survey
Web-Based E-mail Satisfaction
45%
39.26%
40%
35%
29.14%
30%
23.31%
25%
20%
15%
10%
5%
4.91%
3.37%
0%
Not Satisfied
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 43
Wireless network Access on Campus
24.02%
Yes
No
75.98%
33
ASU-Information Technology Survey
Wireless Network Access onCampus Satisfaction
35%
30%
25%
20%
15%
10%
5%
0%
Not Satisfied
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 44
MCS lab Room a Quiet Area from 5 pm to 8 am
32.10%
Yes
No
67.90%
34
ASU-Information Technology Survey
MCS Lab Room a Quiet Area from 5 pm to 8 am
40%
36.18%
35%
28.14%
30%
25%
20.60%
20%
15%
10%
7.54%
7.54%
Not Satisfied
Somewhat
Satisfied
5%
0%
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 45
Free Virus protection for Your Personal Computer
48.49%
51.51%
Yes
No
35
ASU-Information Technology Survey
Free Virus Protection for Your Personal Computer
45%
38.68%
40%
33.96%
35%
30%
25%
18.87%
20%
15%
10%
5%
6.60%
1.89%
0%
Not Satisfied
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 46
Discounted Hardware/Software
42.59%
Yes
No
57.41%
36
ASU-Information Technology Survey
Discounted Hardware/Software Satisfaction
40%
36.49%
35%
30%
25.68%
25.68%
25%
20%
15%
10%
6.76%
5.41%
5%
0%
Not Satisfied
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 47
Help Desk Assistance
10.14%
Yes
No
89.86%
37
ASU-Information Technology Survey
Help Desk Assistance
50%
43.59%
45%
40%
35%
30%
24.91%
25%
21.98%
20%
15%
10%
5%
4.76%
4.76%
Not Satisfied
Somewhat
Satisfied
0%
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 48
Residence Hall Internet Access
29.95%
Yes
No
70.05%
38
ASU-Information Technology Survey
Residence Hall Internet Access
45%
41.95%
40%
35%
30.73%
30%
25%
18.54%
20%
15%
10%
5%
3.41%
5.37%
0%
Not Satisfied
Somewhat
Satisfied
Neither
Satisfied or
Not Satisfied
Somewhat
Satisfied
Extremely
Satisfied
Figure 49
Kiosks
30.79%
Yes
No
69.21%
Kiosks
45%
40%
35%
39
38.35%
ASU-Information Technology Survey
Ranking of Services
Students ranked the service of providing access to limited software in the labs from home
as the most desirable service most often. Additionally the mean score for this service was
the lowest, indicating it was ranked highly most often.
Figure 50
# 1 Rankings
160
140
140
120
100
85
86
80
60
78
# 1 Rankings
40
40
20
0
Providing
Providing
Providing
access to
technical
access to a
limited
assistance for
music
software in the your personal downloading
labs from
computer
service
home
Wireless
Connect in
network
real-time via
access from chat to a help
outdoor areas
desk
on campus
technician for
support
40
ASU-Information Technology Survey
Figure 51
Ranking of Services
4
3.572
3.5
3.096
Mean Ranking
3
3.152
2.679
2.482
2.5
2
1.5
1
0.5
0
Connect I realWireless
Providing Preferences
Providing
Technology
in Courses
Providing
access to limited
software in the
labs from home
access to a
technical
music
assistance for
downloading
your personal
52, the
most common service
responses
computer
network access time via chat to
a help desk
from outdoor
technician for
areas on
werecampus
that students prefer
courses
support
As illustrated in Figure
that use a moderate to extensive amount of technology. The lowest response was for
courses that use technology exclusively, implying that students do enjoy some level of
classroom interaction.
Figure 52
Which of the Following Best Describes Your Preference
with Regard to the Use of Technology in Your Courses?
45%
38.14%
40%
32.33%
35%
30%
25%
19.77%
20%
15%
10%
5.35%
4.42%
5%
0%
I prefer taking
courses that
use no
technology
I prefer taking
courses that
use limited
technology
features
I prefer taking I prefer taking
courses that
courses hat
use moderate
use
technology
technology
extensively
I prefer taking
courses that
use
technology
exclusively
41
ASU-Information Technology Survey
Figure 53
I am More Engaged in Courses that Require Me to Use
Technology
45%
40.93%
40%
32.79%
35%
30%
25%
20%
13.02%
15%
10.47%
10%
5%
2.79%
0%
Figure 54
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
Overall, My Instructors Use Technology Well in My
Courses
70%
57.21%
60%
50%
40%
30%
24.88%
20%
8.84%
7.91%
10%
1.16%
0%
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
Figure 55
42
ASU-Information Technology Survey
I Primarily Use Technology in Courses to Improve the
Presentation of My Work
60%
51.17%
50%
40%
29.91%
30%
20%
9.81%
7.94%
10%
1.17%
0%
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
Figure 56
My School Needs to Give Me More Training on the
Technology that I am Required to Use in My Courses
40%
36.92%
35%
28.04%
30%
25%
21.96%
20%
15%
10%
6.54%
6.54%
5%
0%
Strongly
Disagree
Disagree
Neutral
Agree
Strongly
Agree
43
ASU-Information Technology Survey
Student Usage
Figure 57
Do You Normally Bring Your Laptop to Class?
3.52%
Yes
No
96.48%
44
ASU-Information Technology Survey
Figure 58
Do You Use Your ASU Email Account?
40.28%
Yes
No
59.72%
Blackboard Usage
There is a significant difference between the number of seniors and freshman and junior
and freshman that are using this service. Freshmen are not utilizing this service as much
as the juniors and seniors.
Figure 59
Have You Taken a Class That Used Blackboard?
3.75%
Yes
No
96.25%
45
ASU-Information Technology Survey
Figure 60
If Yes, How Would You Describe Your Own
Overall Experience Using Blackboard
70%
60.43%
60%
50%
40%
26.78%
30%
20%
10.19%
10%
0.47%
2.13%
Very
Negative
Negative
0%
Neutral
Positive
Very
Positive
Overall Satisfaction
Figure 61
What is Your Overall Satisfaction Level with ASU
Technology Services
70%
57.38%
60%
50%
40%
29.27%
30%
20%
11.01%
10%
2.34%
0%
Extremely
Satisfied
Very Satisfied
Somewhat
Satisfied
Not Satisfied at
All
46
ASU-Information Technology Survey
Value of Blackboard Features
Figure 62
How Valuable did you Find the Following Blackboard Features?
Syllabus
12.35%
2.38%
Did Not Use
13.30%
Not Valuable
Somewhat Valuable
Very Valuable
71.97%
47
ASU-Information Technology Survey
Figure 63
Online Readings and Links to Other Text-based
Course Materials
16.71%
7.40%
53.94%
Did not use
Not Valuable
Somewhat Valuable
21.96%
Very Valuable
Figure 64
Online Discussion Board
25.89%
43.47%
Did Not use
Not Valuable
12.11%
18.53%
Somewhat Valuable
Very Valuable
Figure 65
48
ASU-Information Technology Survey
Access to Sample Exams and Quizzes for
Learning Purposes
12.09%
2.61%
14.93%
70.38%
Did not use
Not Valuable
Somewhat Valuable
Very Valuable
Figure 66
Taking Exams and Quizzes for Learning
Purposes
9.03%
4.04%
Did not use
16.63%
Not Valuable
Somewhat Valuable
70.31%
Very Valuable
Figure 67
49
ASU-Information Technology Survey
Turning in Assignments Online
15.71%
6.43%
57.86%
20.00%
Did not use
Not Valuable
Somewhat Valuable
Very Valuable
Figure 68
Getting Assignments Back from Instructors with
Comments and Grades
16.67%
4.05%
Did not use
Not Valuable
Somewhat Valuable
61.90%
17.38%
Very Valuable
Figure 69
50
ASU-Information Technology Survey
Sharing Materials Among Students
32.70%
38.86%
Did not use
Not Valuable
Somewhat Valuable
18.72%
9.72%
Very Valuable
Figure 70
Keeping Track of Grades on Assignments and
Tests
2.86%
2.39%
10.26%
Did not use
Not Valuable
Somewhat Valuable
Very Valuable
84.49%
51
ASU-Information Technology Survey
Technology Benefits
The majority of students listed convenience as the most valuable benefit from
technology.
Which of the following benefits from using technology in your courses was the most
valuable to you?
Figure 71
60%
54.59%
50%
40%
30%
22.46%
20%
18.36%
52
10%
4.59%
ASU-Information Technology Survey
Survey #
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
Response to Question #90
music
If there was a way to have a syllabus from each class on my computer, and
have it tell me what is due the next day
53
ASU-Information Technology Survey
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
department tabs with events coming up, particularly the music and fine artsstudent recitals, etc.
37
38
39
40
41
42
chatting to my friends live
43
44
chat so you can ask other students about homework
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
campus photos gallery
61
62
63
64
65
if it wasn't impossible to find anything from the home poage I would use it
more
54
ASU-Information Technology Survey
66
67
68
69
70
a feature to alert you to tests in class, like a task manager
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
information about it
88
89
90
91
updated information
92
93
94
95
stuff that cannot be found on the website
96
97
98
99
100
new design, easier to customize, more news
101
adding horoscopes and weather
102
103
to be able to access personal files through RamPort
104
105
106
107
music channels
55
ASU-Information Technology Survey
108
109
110
better library search databases
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
able to put other links on
135
136
137
138
139
140
141
142
143
144
145
146
147
148
the library is the most helpful
149
150
151
152
my space, facebook
153
grades
56
ASU-Information Technology Survey
154
155
156
157
158
159
160
161
162
163
164
165
166
167
weather updates
168
169
170
171
172
173
ability to shop on RamPort
174
connect to Blackboard instead of having to sign in twice
175
176
177
changing color making it more personal
178
179
180
181
182
183
visual images of recent sports events
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
directions on actually how to use it
57
ASU-Information Technology Survey
199
200
201
202
203
204
205
add more information
206
207
a list of events for the school
208
209
facebook
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
Blackboard
233
234
235
236
237
238
239
240
241
242
243
244
on campus activities, news, and weather
58
ASU-Information Technology Survey
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
a better organization of events being held at ASU. Many events are still
scattered throughout and hard to find
270
271
272
273
274
275
276
277
278
279
280
281
make it more self-explanatory
282
283
284
285
286
financial aid
287
288
289
290
I don't like Ramport
59
ASU-Information Technology Survey
291
292
293
294
295
296
297
easier refernce viewing
298
299
300
don't know what features Ramport has
301
302
303
304
305
to block all the spam
306
307
308
309
310
finding out my password
311
312
313
314
315
316
317
318
319
320
321
announcements
322
links to other ASU sites and services
I like the tech here at ASU and the people in the labs are very helpful, no
matter how many times you go to them
323
324
325
326
327
328
329
330
331
332
333
access to Blackboard
60
ASU-Information Technology Survey
334
335
336
I don't use it
337
easier access to Blackboard and faculty pages
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
how to use it and to know what is it good for?
356
357
358
weather forecast
359
needs to keep updated all the time
360
weather
361
362
363
just to make it more personal
364
365
366
367
368
369
370
371
372
have what is going on at ASU weekly and San Angelo in general
373
374
375
more schedules of events that students can participate in
61
ASU-Information Technology Survey
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
ability to purchase livestock and poultry on-line
RamPort is a great tool but most of us have an email account somewhere else
so Ramport isn't used a lot. Educational resources are great though!
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
streamline it, update pages, group better, tough to navigate now
420
Blackboard
421
24 hour access to student services (registration)
62
ASU-Information Technology Survey
422
423
424
425
a website where students can buy and sell textbooks
426
427
428
the layout is a little busy
maybe putting teachers hours on RamPort
429
430
431
432
433
434
435
436
437
438
439
440
441
Survey #
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Response to Question #151
63
ASU-Information Technology Survey
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
It was better organized for me and easy access
it keeps me organized
made access to materials I need easy to get so I could print
64
ASU-Information Technology Survey
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
65
ASU-Information Technology Survey
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
seeing what was on the test
66
ASU-Information Technology Survey
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
67
ASU-Information Technology Survey
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
68
ASU-Information Technology Survey
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
69
ASU-Information Technology Survey
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
both convenient and helpful in time management with courses
research
70
ASU-Information Technology Survey
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
love Blackboard
great way to stay in touch when living outside of San Angelo
71
ASU-Information Technology Survey
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
I learned more from on-line quizzes where I could retake as many times as I wanted
Survey #
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Response to Question #158
No connection problems; Important number of
workstations
Provide working computers; availability;
cleanliness
Availability; quiet; hardware/software
Hours; updated technology; concern for
students
Provide computers
Provide software; provide fast internet; provide
convenience
Access; performance; convenience
rampart; blackboard; schoolwork
Everything so far has gone really good as far
as technology goes. The staff is very helpful.
I've had a few problems but they were able to
help me.
Help students with problems; take care of
computers.
Convenience; service; teaching
72
ASU-Information Technology Survey
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
Good access to computers, printers; Good
service
Setup equipment; manage computer lab;
provide necessary information
Computer access; computer speed
Everything so far has gone really good as far
as technology goes. The staff is very helpful.
I've had a few problems but they were able to
help me.
Everything so far has gone really good as far
as technology goes. The staff is very helpful.
I've had a few problems but they were able to
help me.
Helpful, knowledgeable, smart
I think the availability of computers, variety of
software programs and advanced printers are
excellent.
Hours labs are open. Internet access
Have enough computers so that you don't have
to wait
Research; Marketing
Overall friendly staff; helpful w/
troubleshooting; somewhat convenient labs
Provides computers for people and assistance;
Troubleshooting
Help desk at computer labs; blackboard;
remote email
Keep printers stocked with paper
Try to make programs user-friendly. Make
web-page appealing. Try to give personal
assistance.
Blackboard. New equipment every year. Few
outages.
Convenience when I need a computer. Fast
internet. ASU webmail.
Time
Assist, provide numerous programs(Word,
PPT), fast internet.
technology pretty good
Provides a student with internet access
have good amount of computers for all
students help when we need problems.
73
ASU-Information Technology Survey
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
Providing access to information; the availability
of the computers is great; providing general
tech devices which college people probably
would not have.
Staying open to help people who work late.
Having what I need to complete assignments.
Keeping the computers up and running at all
times.
Great help equipment and availability
Assistance with computer problems
Neatness, very helpful, informative
Keeping things stocked up, friendly, basic computer needs
Provides service, fixes problems, teaches us about programs
helps students, gives good advice, I like lab hours
Fast internet, helping when I need it, the printers
Conveniently open at odd hours, provide help when trouble shooting, reset my
password or user log-in promptly
convenience,blackboard,technical support
It always has a computer open somewhere, the staff is always willing to help as longs
as you are willing to get up and go ask
Helps with problems concerning ASU net
Help with software, there when needed, enough staff on hand
Help desk is good, the hours are great, almost every program necessary is available
the techs know what they are doing
Help desk assistance, new computers, fairly clean
Helpful in the labs, don't make you feel stupid
They provide answers to my questions promptly, they are always friendly and are
available to help me, they are somewhat knowledgeable about the programs on the
computer
Keeps computers running well and updated, provides access with no waiting with
convenient hours, always has staff ready to help
fest internet, variety of software,blackboard makes things a lot easier to manage
flexible times, always wiling to help, can fix anything
keep the printers restocked, answers questions
Fix the problems with the passwords, keep the computers running, answer technical
questions
availability of computers, providing students with help, having to update the equipment
Help usually when you ask for it, usually have knowledge with what you need help with
They can be helpful they know what they are talking about most of the time
Opens on time, keeps programs going, takes care of problems well
Availability of labs, updated computers, updated software
Helpful in labs, computers are always reliable
Provide assistance, explain how to use programs that are on the computer
Assistance, availability
74
ASU-Information Technology Survey
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
Knows computers, readiness to help, times labs are available
Number of computer labs, programs on computers, hours that the computer labs are
open
Very helpful when I ask, knows their stuff, professional
great hours, fast service, friendly staff
Open lab hours, basic help on Microsoft programs, repair of hardware
technical assistance, helping students
Blackboard, portal
Updating computers regularly, operating hours of computer labs, friendliness of
workers
keeps up with new technology, good upgrades of computer hardware
has one lab open 24 hours sometimes, keeps computers updated regularly
service, hours
schedule opening hours, equipment
customer service, knowledge of computers, available software
drive space,wireless,spam blocking
hour of operation, access to programs, staff support
software, new printers
Rampart/email; Blackboard; Assistance
Help students understand their field.
Assistance; Convenience; Knowledge
Service, knowledge, printing.
high speed in labs. Blackboard. Lots of
computers for easy access
Lab times; equipment; helpful lab people.
Yes
help with questions; fix printers; free candy and
software.
Hours, location
Good service, people, accessibility
Their always someone there. Try to help.
Somewhat know the software.
Help; Running the lab smoothly; Keeping
things in order.
Stay open; stay knowledgeable
Everything
Maintain PC's
Not too many people know what they are
doing.
Blackboard
Provides helpful information; has convenient
hours; has good equipment
Keep comp. working; Hours of labs; email
75
ASU-Information Technology Survey
127
128
Blackboard, Email
129
130
131
132
Time; convenience; provides a lot of programs
printing; info; research
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
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166
167
168
169
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171
have operating computers; assistance if
needed; printers and scanners0
Good help, good at keeping informed, good
w/personal computer help
Internet access; try to please student;
availability
Help people
make it easy to access.
I don't even know where to begin.
Good Computers
Advising assistance; software; accessibility
free labs, helpers
provide quick and convenient on line computers, (No Suggestions), Library
help, always open
clean, there when we need help
Anti-virus protection, troubleshooting, good customer service
assistance,programming,changing papers in the printer
helpful, convenient, up to date technology
helpful, convenient, up to date technology
sets up good o-line programs, has a good computer lab, helps people with problems
tech support, providing access to computers, available hours
Gives information when looked for
hours, help with questions
help out, keep clean, keep noise to minimum
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172
173
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Provide a good stable internet connection, access to printing, available labs
provides easy Internet access, p drive space
help others, stay quiet, comfortable
very convenient, helpful, good resources
the help is always courteous and very helpful with my questions, there is always
enough help, seems to be able to fix my problems that I have ever experienced, I am
very satisfied
help assistance, current up to date technology, provide great software
help desk, keeps a clean and pleasant work area, very professional and helpful
keeps computers available, attempts to help when asked questions, keeps the labs
clean and organized
access to the internet on and off campus, computer lab hours, support (help with
personal computer)
Customer service, keeping people informed
very helpful, prompt, convenient
good machines, mostly good people
Provides help, access, availability
Always people there to help if I have questions, usually know answers to technical
questions
Lets students know of changes, grows with technology
Communicates with professors, fixes computers quickly, knowledgeable about
software
Internet
Troubleshooting, filling paper in printers, getting rid of viruses
Offer great software, are sometimes helpful with programs
205
They're lab computers are decent and provide
the needed software. Assistance is rendered
upon request.
206
It provides me with computer labs all over
campus. Technician support and blackboard
that helps me stay organized.
207
208
209
Keep a clean and neat environment. Cares
about student opinion. Provides quality
services.
Online library; fast internet; software variety.
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ASU-Information Technology Survey
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211
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I don't really know, but they do always help me
if I am confused in the lab.
Provide it in many ways.
Good availability (flexible times) quick
response to questions; variety
I like the convenience of the lab hours; staff is
very helpful; like the study hours for quiet time.
supply free printing; Helping the students.
They provide great help, meet your needs and
they are consistent!
Stay open late hours; have all programs
I don't know I don't use it much.
Communicate; Facilitate Inform
Something almost always open to get to a
computer. Some of the IT personnel helpful/
others need a course in customer service.
Supplying computers; supplying service;
providing necessities
Provide good customer service, technical
assistance, and 24 hour computer labs.
I don't use it enough to make an analysis or
pass judgment.
Helpful; understanding about level of
knowledge of students; useful in coming up
with solutions to problems
Excellent equipment; great access.
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ASU-Information Technology Survey
246
247
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250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
Updating computers with new software; Update
with fresh new looks.
Provides a good range of software.; affordable
quality color printing;. Good availability of
terminals and hours of operation.
Have plenty of computers for students; help
students out when in need.; open at great
hours.
Help desk; access to computers.
Blackboard; helpdesk; software.
Provides great internet service in residence
halls. Large labs w/ high availability
Good Help, good organization
support, quick response, friendly staff, seem to
genuinely fix the problem for you
assistance, helpdesk, software
Provide good access to the internet. Help
people to solve problems with their computers.
Good opening hours.
Number of computer labs; software available
for projects, assistance
Having enough computers; fast connection to
the internet; up to date computers
Having the necessary software for my courses!
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ASU-Information Technology Survey
282
283
284
285
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297
298
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300
301
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315
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318
319
320
321
Help students, provide easy access.
Everything
Good staff, good equip and good info on
computers.
Technical skill, helping with problems, dressed
appropriately.
great software, high speed internet, fast
computers
Helping with technology, assisting with
troubleshooting, providing adequate hours in
computer labs.
Good equipment, log on time greatly improved;
computer lab is fairly clean.
Knowledge, friendliness, willingness to help.
Lab is open 24 hours. Tech assistance. Most
programs required of my classes.
Provide assistance timely. Keeps labs clean,
Restocks paper in printers often
Adequate hours, enough computers.
service, knowledge in technology, visuals
provides good usage times for computer labs, fast computers, quiet labs
helps students, great operating hours, very smart information given by staff
Provide quick access at any time
Help, provides services, inform
Availability, convenience, answering questions
Helps others, explains software, friendliness
Availability, systems offered, help line
Email, website
Availability, cleanliness, helpfulness
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ASU-Information Technology Survey
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
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341
342
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344
345
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347
348
349
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351
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353
354
355
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360
Has good hours of operation-convenient, has updated software, has lots of computers
Help, informative, know what they are talking about
help, access, convenience
Giving access to a number of programs needed by students, friendly environment
Helps solve personal computer problems, Blackboard, keeping the system running
Provide computer access, provide printers for use, provide help desk
Lab availability, Blackboard, Reasonable fast Internet mostly
Good service, give out virus scans, convenience
Operating hours, trial and error in fixing problems
They help when asked
Available at right time, space, software easy to use
E-mail, faster connection, availability of software
Keeps most of the computers running, helps with problems, good hours
The computers have all the newest versions of programs, and for the most part the
computers are fast and never freeze up
Always make room if none is available, access is very convenient on all sides of
campus, Internet access is quick
responding to problems, availability of help, friendly workers
Has different places to go to use computers, access to printers and scanners,
sometimes the staff people are very helpful
Services
Helps when I have a problem on my computer at home to an extent
Always available computer, clean, good
service.
Blackboard, rampart are very useful.
They keep hours that work w/my needs; It's
pretty quick w/ service. Lots of computers.
Help desk. How many hours the lab are open.
Ramport/Blackboard.
Good new computers. Keeps computers virusfree. Good help services.
Help when needed. Labs kept clean. Good
hours.
Keeping labs clean. Computers are
continuously on, always loading printer with
paper.
Assistance, programming, understanding.
Has enough computers, helpful staff, up to
date technology
81
ASU-Information Technology Survey
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
Provide help, give adequate knowledge, good
hours.
Convenience of hours, staff always around,
pretty helpful.
Having enough computers per student. Having
adobe and other programs available.
Maintain good computers. Keeps labs clean.
Provide help when needed.
Offers help, they know what they are doing,
many labs.
They keep environment clean and quiet.
Trouble shooting, answering questions, always
being there.
Access to the internet regularly/never crashes.
Help from the front desk 24/7. Provide good
printing services.
I'm neutral about the whole situation.
Easy access to computers, informed staff.
Helps give advice, quick help and find and fix
problems.
Email, blackboard and rampart
Help me, service the computers, task oriented
Clean, help, maintain.
blackboard, e-mail, Ramport
Plenty of computers for students and labs are
open all the time. Majority of the staff is very
helpful
Maintenance on computers. Good programs
available. Current programs available.
Keeps place nice. Knowledgeable. Friendly
Access to info, ability to give answers,
convenience.
Various places to access the internet. Has many types of software. Update regularly.
I never go to the computer labs.
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ASU-Information Technology Survey
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
Hours of operation, cleanliness, location
availability
Variety of services, variety of programs
Good computers, fast internet, multiple labs and computer types
Help desk, maintaining neatness
Has technology available for us, keeps up to date, makes me feel comfortable using it
Availability, knowledge
Provide me with computers
Assistance, access to computers
Keeping software programs up to date, providing support, Rampart
Organized
24 hour lab, setting up anti-virus software, variety of programs available
Availability, nice environment, lots of paper
Help out with problems, A decent amount of computers
Computer lab
Answers questions to the best of their ability, lab availability (good hours in the right
locations), some staff is friendly, others not so much
They teach current stuff, they use good hardware and software, excellent firewall
Helpful when needed, spacious lab areas
24 hour computer access, software available on computers in the labs
Hours open, knows the tech. pretty well, will help to install new programs if needed for
classes
We constantly are getting new computers, this helps!, most of the time my questions
are answered, the labs are quiet and very easy to work in
Blackboard, computer access, Internet access
Help solve problems, very knowledgeable, very fast to fix problems
Help with persona computer problems at my home when I call, other than that I do not
use the computer labs any more
Assist you when needed, several locations on campus, updated hardware
Survey# Response to Question #159
1
2
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48
no suggestions
post assignments that are due next day. Have a service where someone comes to my
room and fixes my computer.
nothing
more scanners copiers machines
More computers, I really like the express email stations that are around it lets me check my
email really quickly. But I would suggest more computers.
Having more computers and a bigger computer lab that is open all the time.
Take time to teach, and make sure the student is learning.
More skilled/qualified to help with complicated problems over the phone. Maybe give them
access to our computers remotely on campus.
Nothing
None that I can tell
I suggest more training for the IT desk folks. Whenever there appears to be a problem with
software, usb jump drives or whatever else, I usually get a "I don't know" answer.
labs need to be more accessible.
Allow for the use of a program called GoBinder that directly interfaces with blackboard.
bigger labs
more staff w/ recognizable appearances; better informed staff reg. computer knowledge
nothing
Offer discounted software to students like other universities.
provide 1 printer per lab exclusively for duplex printing.
Providing list o services on ASU website. I don't know if there is already one.
More outgoing lab assistants - some of the act like they intentionally avoid helping you.
When I walked into a computer lab, I need to get things done but sometimes the lab is full
and people are goofing around on the computers.
More computers.
More computers.
more chat; more hands on work w/technology; more access.
Maybe having he computer labs more quiet; people want to talk then go in the hall?
Be able to distinguish the people who actually work there. Polite and courteous don't look
at you like you're stupid.
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ASU-Information Technology Survey
49
50
51
52
53
54
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58
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92
93
Having many labs to choose from
discounted broadband services for students off campus
More extensive training on technical issues
More professional appearance, better at speaking with people
Doing great
Bring back AIM, quicker sign on, don't like to have to change my password so often
More training for students who may not know and/or feel comfortable with what they are
doing
money at the stupid projects that aren't used or are used very little. None of my nontechnology teachers use Blackboard, I strongly suggest making at least the MCS lab 24/7
for the benefit of students who have late night jobs who can't use labs during usual
Computers on the first floor of the library could be nicer
Help some professors get out of the dark ages and use Blackboard
All the technicians should be well trained in all the programs available on the computer, for
example front page
Online help, more color printers in other labs, more staff
I'm satisfied
Allow students to access color printers especially for those off campus students. It is noisy
with loud music in quiet rooms of the labs
Allowing us to use AIM It's no different than yahoo and MSN
They should let people know what devices they have for their own home computers
better lab support, less printer confusion
Faster dial up
Fewer passwords, make it easier for people at home to use the internet as people on
campus, tell the students where the color printers are
Better help available in labs better response time for problems, wireless across campus
Gpd job
help students that have better understanding of computers, make the updates on the
computers more user friendly, make ASU website easier to use
Educate well-lab assistance. Customer service training
During last few weeks of finals the lab should remain open longer on the weekend. Many
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ASU-Information Technology Survey
students have major assignments due that require specific software that they themselves
don't own if the lab is closed they can't work
94
95
96
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99
100
101
102
103
104
105
106
107
108
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112
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120
121
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124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
help people who use computers at home
bigger wireless network, software availability
better off campus access
Better training of lab staff on computer programs
involving more classes and integrating technology better
more computers available in the MCS, being directed to the library when you only have 40
minutes before the next class is not practical
Better virus protection& making sure everyone knows about it.
Free color printing
firewall; more protection from spam and phishing; advertise services available.
Less time to log in (faster computers)
higher pay for LA & student workers
The technology services are doing a great job.
everything is good.
Learn more about software. Learn how to help you and explain to you what to do.
More computers or faster network speed when a bunch of people are on.
Cleanliness of machines from junk software.
Know more.
nothing
More computers.
more printer/free color printing or cheater.
webcams and Microsoft media flash
Wireless internet in dorms, fast internet; give out email address before student arrive to
ASU.
Off campus wireless internet at Starbucks or IHOP for studying.
better wireless internet service
86
ASU-Information Technology Survey
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
Make bigger labs or more labs that are open 24 hrs.
Have better wireless connections/service
nothing
nothing
Make it bigger / expansion
Sometimes labs are so full, so maybe more labs if they are available
More computers, let us know when we can print in color, help with scanners etc.
Increase number of computers in the MCS and library, because they tend to get full
Don’t charge for color print
I like it how it is
more or better wireless access
Faster access through different programs
better wireless connections, cheaper software
Provide a free broadband service to students that live off campus and on campus 56K is a
joke
Faster Internet in the dorms
provide computer paper for students to have at no charge as well as colored paper
less spam in ASU email, extended lab hours
keep up with the latest technology
Other Universities have made deals with Microsoft to offer a student editor to several
programs for under $10 rather than still being $100, maybe more online classes
new management
87
ASU-Information Technology Survey
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
Have more services for off campus students
More friendly professional staff not taking persona; calls preventing them from helping
Better virus protection
Servicing personal computers
Letting everyone know what the IT services offer
Have more people to help in the labs.
Simplify things. Cut the red tape.
I think it's okay how it is.
nothing
Hmmm…
Maybe more computers and printers.
Bigger labs.
better connected (faster
ASU legally downloads music and provides it to students free of charge.
Get all professors using same tech - such as this semester I have one using his own
personal site. Also some of the personnel make me feel like I'm interrupting their work
when I am trying to get help.
More workers
Have student given rights to download music software. Do color printing free because we
pay technology fee in tuition.
Have student staff be willing to help instead of working on their own work and socializing.
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ASU-Information Technology Survey
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
More availability; ability to come to homes off campus; more people
If not already, have wireless available for students off campus.
Allow for discounts of broadband service for students working at home (Dial- up is
outdated!); Workshops for learning different hardware/software for students ( and perhaps
paying students or others to tutor). Computer gaming/events (currently the campus
More Computers
Improve network speed.
Informing the students about free anti-virus software and how the wireless connection
works.
The quiet room in the lab will actually be quiet.
follow up!
more available computer labs please! And more convenient computer access, and study
rooms.
Lab staff should be trained on fixing some equipment such as the lab printers. There was
one instance where the staff had no idea how to un-jam the printer so I had to discover how
to do it myself
maybe more help.
More helpful people, more hands on help by computer assistants.
Everything is ok.
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ASU-Information Technology Survey
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
Offer more software on computers in labs for home use.
allowing some of the software available on campus available at home.
Getting staff more organized with the software, have them be able to explain how to use it,
to have them not rush back to the front desk to sit and talk or talk on the phone they're
there to work and help.
Some computers are hard to a access the usb orts for flash drives. The on-monitor usb
ports are great. Media card readers would be nice. Computer lab fees are too high.
faster internet speed, less congestion, less constricting firewalls.
Another lab close to business building or expand current lab.
better help desk.
Computer labs stay open longer, printer access in residence halls.
Better assistance, Timelier assistance, more variety of software.
stop spam
feaster residence hall Internet access
get more headphones
Faster Internet in dorms
Instructional classes
Less noise (cell phones)
Faster computers, better (free) anti-virus programs to take home
Keep up the good work
Students off campus faster Internet, provide off campus students with Internet
Get rid of spam in email accounts, improve start up at log in. It takes 2-3 minutes to log in
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ASU-Information Technology Survey
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
to a computer lab PC
Keeping labs open 24 hours starting on Sunday instead of Monday
Sometimes there are too many people working in the labs and they stand around and talk
to each other
Train your people
Quicker log-in time during peak hours,
To have friendlier IT people in the lab, and ones that know the programs so that they can
help you
Friendlier staff in labs
Keep the lab in the Academic building open after 12:00 pm Lunch time is when I really use
the lab
Make sure the quiet rooms are actually quiet. Enforce the rules posted. No cell phones,
no loud music, no loud talking in quiet rooms!!!
Don't know.
allow us to download items or software's into computer.
more off-campus support.
Nothing - everything is fine.
The MCS computer lab can get very loud. More printers and color printers.
Help keep labs quiet.
Could use more printers.
More computers, free color printing for school work.
Computer labs in the dorms.
the latest virus scan, better fire walls.
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ASU-Information Technology Survey
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
Cheaper or free software - most schools give out needed software for free, more advanced
equipment, labs in dorms.
Keep on keeping on.
Hire more people who have more of a people personality.
More knowledgeable workers in labs (students).
get more computers and wider wireless access.
Put myspace.com link on ramport as it is frequently used by students.
more programs, see student versions, a way to print color on campus from off campus
locations.
Open the lab all night on weekends too. Till help students to have a constructive weekend.
If I can get access at times I would not go to a party.
faster login, faster program start up, more polite staff.
Home Internet faster, easier downloading
Get software in all labs or have the ones that have the software open 24/7
Better programs,easier to use programs for things like desktop publishing and technical
writing
Bring in headphones for all the computers
Have more computers, to be able to print big power points
Have more room in the MCS lab that is not a quiet area or that is not used for classes,
More computers, stop the long surveys
MCS be opened 24 hours 7 days a week, except holidays
make the lab assistants more knowledgeable on Flash movie, Corel, etc. Also more willing
to help students
A list of the services provided, more spots outside to use wireless laptop (outside
designated study spots with strong signal and deskspace)
Train employees more on troubleshooting
Faster Internet, More computers,
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ASU-Information Technology Survey
419
420
421
422
423
424
425
426
427
428
429
430
431
432
When the labs open the staff should be on time and should bring up all the computers
since they will be used during the day anyway. The lab staff should also make sure the
printers stay full of paper and everything runs effectively
Get double sided printers to save the trees
Provide and require all instructors to use technology
Having more software available( the hard to find stuff that is needed for some academic
majors), the password changing every semester makes it difficult to remember for off
campus students
Software, use of Blackboard in all classes, inform on all services provided
Free software and virus protection to all
Get better printers
Conclusions
A typical computer lab user is under 21 years of age, not married, and is more likely to be
female than male. This student is in their freshman or junior year and majoring in
Psychology, Business, or Communication.
ASU’s fall 2005 demographics indicate enrollment consisted of 45.9 % males and 54.1 %
females. The percentages closely resemble the demographics obtained from this survey,
Fig. 1.
Only 10.5% of the student population is married and less than 2% are divorced or
separated, Fig. 4.
Students prefer courses that use a moderate to extensive amount of technology. The
lowest response was for courses that use technology exclusively, implying that students
do enjoy some level of classroom interaction.
On average, students at Angelo State University are utilizing similar technology
resources compared to the national technology usage, based on comparisons with the
ECAR report. .
However, there is a significant difference between the number of seniors and freshman
and junior and freshman that are using Blackboard. Juniors and Senior seem to be
utilizing this service more than freshman.
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ASU-Information Technology Survey
The majority of students spend between one and five hours completing a learning activity
or accessing information for a course using a course management system.
Fewer students utilize the library resources available than Internet surfing for
coursework.
In spite of the growing popularity 25% of ASU students do not use instant messaging.
More than half of the students surveyed spend one to five hours per week surfing the
Internet for pleasure. 60% of students spend more than one hour per week downloading
and listening to music on the Internet.
94