Angelo State University
Information Technology Survey - 2007
EXECUTIVE SUMMARY
This report contains all of the data collected from the 2007 ASU Information Technology
Customer Satisfaction Survey. The survey was composed by the Information Technology
Department and administered to students on campus from March 16, 2007 to April 13,
2007. Random classes were chosen to participate in the survey. In addition to classes, a
link to the survey was placed on the desktops of all computers in all of the computer labs
on campus. A total of 426 surveys were completed this year (334 by classes and 92
through the network).
The survey is an annual task performed by the Information Technology (IT) Department
to gauge customer satisfaction level of IT’s operation and to gather data on miscellaneous
areas to help IT in making decisions. As in past years, Part I of the survey was designed
utilizing the principles of the SERVQUAL instrument, which was first instituted by
Zeithaml, Parasuraman, and Berry. Part II was designed to enable the analysis of
students’ opinions on technology and service questions prepared by IT personnel.
Finally, Part III was designed for the purpose of determining the demographic
characteristics of the survey population.
Using the SERVQUAL guidelines, three factors were determined to be the most relevant
for Information Technology. The following are the factors which will be used in the
report.
Factor 1 focuses on the STAFF attribute and consists of questions concerning the
following dimensions:
 Assurance - Knowledge and courtesy of employees and their ability to inspire
trust and confidence
 Empathy – Providing care and individualized attention
 Responsiveness - Willingness to help customers and provide prompt service
Factor 2 focuses on the SERVICES and consists of questions concerning the following:
 Tangibles – Appearance of physical facilities, equipment, and personnel
Factor 3 focuses on the PROFESSIONALISM and consists of questions concerning the
following:
 Reliability - Ability to perform the promised service dependably and accurately
After defining the factor components, the next step was to determine the SERVQUAL
score for each factor. For each question in the factors, the desired level was subtracted
from the perceived level.
Question(x) = Perceived (x) – Desired (x)
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Angelo State University
Information Technology Survey - 2007
SERVQUAL
0
-0.1
Factor1
Factor2
Factor3
-0.2
-0.3
-0.4
-0.3662
-0.5
-0.6
-0.7
-0.8
-0.7298
Factor 1999
Staff -0.936
Setting -1.047
Tools -0.302
2005
-1.069
-0.942
-0.888
-0.6462
2006
-0.630
-0.581
-0.291
2007*
-0.730
-0.646
-0.366
The chart above give the SERVQUAL mean scores for each of the three factors. The
greatest difference in the perceived versus desired level is in Factor 1 – Staff. The
average difference in Factor 1 is -0.7298 between the perceived and desired levels. We
feel that if the following actions were taken, then the gap would decrease significantly.
Recommendations




Staff need to direct attention to those students coming into the lab that are unable
to find an open computer. Staff should be able to direct the students to another
lab.
Staff should make a better effort to give students personal attention.
Staff should be able to instill confidence in the student to use the computer lab
software and hardware.
Staff must have the student’s best interests at heart.
The report goes into further detail in describe the processes in which the factors were
compiled. The report also gives the results to the various questions IT wanted to know
concerning the student population.
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Angelo State University
Information Technology Survey - 2007
INTRODUCTION
The Information Technology Department at Angelo State University provides students,
faculty and the administration with a variety of services that aid in the educational
process. Currently, students have access to 8 general use microlabs which house over
400 computers and 175 software applications, as well as an additional 329 machines that
are located in specialized classrooms. (ASU website, 2007) Due to the variety of
technology and services offered at ASU, it is necessary to keep track of and adapt to the
changing needs of customers. Nine years ago the first customer satisfaction survey was
administered to address these issues and has been conducted annually since that time.
This survey is a part of that annual review and focuses on customer satisfaction as
perceived by ASU students. The results of the survey are used to determine current
satisfaction levels, future technology/service needs, and areas where additional funding is
needed. (Angelo State University’s Information Resources Strategic Plan 2005-2009, 10)
The overall purpose of the survey is to provide the IT department with the information
needed. The survey responses were collected by distributing surveys to a random
selection of classes as well as through an online version that was made available with a
link placed on the desktops of all general use microlabs. A total of 426 surveys were
completed by ASU students this year.
As in past years, Part I of the survey was designed utilizing the principles of the
SERVQUAL instrument, which was first instituted by Zeithaml, Parasuraman, and Berry.
Part II was designed to enable the analysis of students’ opinions on technology and
service questions prepared by IT personnel. Finally, Part III was designed for the
purpose of determining the demographic characteristics of the survey population.
METHODOLOGY
Part I of the survey asks customers to give their opinions on both their desired level of
service and their perceived level of service, on a scale of 1 (low) to 9 (high), on twentyfive statements related to Information Technology. All of the perceived level responses,
A(x), were broken into three factors using factor analysis procedures. Listed below are
the three factors and the corresponding perceived responses.
Factor 1 = A4+A8+A10+A12+A14+A16+A30
Factor 2 = A32+A36+A40+A42+A44+A46
Factor 3 = A6+A22+A24+A34+A38
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Angelo State University
Information Technology Survey - 2007
Factor 1 focuses on the STAFF attributes and consists of questions concerning the
following dimensions:



Assurance - Knowledge and courtesy of employees and their ability to inspire
trust and confidence
Empathy – Providing care and individualized attention
Responsiveness - Willingness to help customers and provide prompt service







The staff’s ability to instill confidence in me to use the computer lab
software and hardware (Q2)
Computer lab staff who deal with me in a caring fashion (Q4)
Receiving a prompt response to my computer lab problems and/or
suggestions (Q5)
Computer lab staff who have my best interest at heart (Q6)
Computer lab staff who understand my computing needs (Q7)
Computer lab staff who give me personal attention (Q8)
Being directed by staff to an open workstation at another computer lab if
the first computer lab is full (Q15)
Factor 2 focuses on the SERVICES and consists of questions concerning the following:

Tangibles – Appearance of physical facilities, equipment, and personnel






Convenience of normal operating hours to personal schedule (Q16)
Computer response time during log-in or application loading (Q18)
Relying on the computer lab software and hardware to operate smoothly
(Q20)
The computer labs containing state-of-the-art computers and peripherals
(Q21)
The variety of software available in the computer lab (Q22)
The variety of special equipment (i.e. scanners and color printers)
available in the computer labs (Q23)
Factor 3 focuses on the PROFESSIONALISM and consists of questions concerning the
following:

Reliability - Ability to perform the promised service dependably and accurately





Staff who have the knowledge to answer my questions about computer lab
policies, operating hours, software, and hardware (Q3)
Services provided at times listed (Q11)
A visually appealing computer lab (i.e. neat, clean, and organized) (Q12)
Computer lab staff who are dressed appropriately for their position (Q17)
Counting on the computer labs to have the software and hardware I need
to complete my assignments (Q19)
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Angelo State University
Information Technology Survey - 2007
Several questions were dropped from the Factor Analysis because the data showed that
they were related to multiple factors. These questions include:






The computer lab staff’s willingness to help me (Q1)
Staff who have the knowledge to answer my questions about software and
hardware (Q9)
Providing computing services as promised in the ASU catalog, computer
lab brochure, or web page (Q10)
Computer lab staff can be distinguished from other students and are easy
to identify (Q13)
Ability to find an available workstation in one of the six labs on campus
(Q14)
Disk space provided to me on the server (my P:drive) is adequate for my
data storage needs (Q24)
After defining the factor components, the next step was to determine the SERVQUAL
score for each factor. The SERVQUAL method was first introduced by Zeithaml,
Parasuraman, and Berry and is used to find the differences in the perceived levels versus
the desired levels. For each question in the factors, the desired level was subtracted from
the perceived level.
Question(x) = Perceived (x) – Desired (x)
The score means for each of the factors were found by using the SAS program. First, the
questions that made up each factor were summed. Then the total was divided by the
number of questions for that factor. The SERVQUAL score means are given as follows:
Score 1 = (Q2+Q4+Q5+Q6+Q7+Q8+Q15)/7 = -0.7298
Score 2 = (Q16+Q18+Q20+Q21+Q22+Q23)/6 = -0.6462
Score 3 = (Q3+Q11+Q12+Q17+Q19)/5 = -0.3662
To make sure that the findings maintained internal consistency reliability the Cronbach
alpha for each factor was found. The Cronbach alpha can have a value between 0 and 1,
with 0.6 being the cutoff point. Values above 0.6 indicate satisfactory internal
consistency reliability. The standardized Cronbach alphas for each factor are shown
below:
Factor 1 = 0.8838
Factor 2 = 0.8823
Factor 3 = 0.7992
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Angelo State University
Information Technology Survey - 2007
RESULTS
Part I results were explained by the SERVQUAL information previously mentioned. By
looking at the SERVQUAL scores, Information Technology should focus most of its
attention on issues related to the staffing factor. The staffing factor had the largest margin
between the desired and perceived levels with -0.7298. Factor 2 (service) had the next
largest gap between the perceived and desired levels with -0.6462. Factor 3
(professionalism) had the smallest change with -0.3662, therefore indicating that IT is
meeting the desired level of professionalism to the perceived level of professionalism.
Part II of the Customer Satisfaction survey consisted of a variety of questions composed
by the IT department to gain insights into students’ thoughts and opinions covering a
variety of topics, from internet access to identity theft, RamPort to podcasting. Following
are the resulting conclusions.
When the respondents were asked about which technological devices they own, 64%
indicated they own a personal desktop computer with Windows OS and only 2%
indicated they own a Mac personal desktop computer. 56% stated they own a Windows
laptop and only 2% own a Mac laptop. 74% own a printer, 95% own a cell phone, only
11% own a Smart phone, 59% own a music device, 75% own a USB jump drive, and
69% own a digital camera.
About 55% of the students indicated that they most frequently used commercial
broadband services for accessing the Internet during the academic year while only 24%
said they used school-operated network services most frequently. Next came schooloperated wireless networks with 11% and only 5% indicated they used school-operated
dial-up.
Of those students who indicated they own a laptop, only 49% stated that the laptop was
set up for wireless network use on campus.
When asked how the student learns about Information Technology services, the ASU
website was shown to be the most frequent method with 255 responses, followed closely
by RamPort which had 246 responses. Computer background messages came in third
with 224 responses.
For the 2 questions concerning the Ida Theft promotion conducted in the fall semester of
2006, 56% stated they were aware of the promotion while 41% stated they were not
aware. Analysis showed that only 7% of students surveyed participated in Ida Theft with
an overwhelming 89% indicating they did not participate in the Identity Theft promotion.
Respondents were asked what web browser is normally used and 82% indicated they use
Internet Explorer and only 15% indicated they use Firefox.
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Angelo State University
Information Technology Survey - 2007
55% of students primarily use USB drives to store their data, followed by the network
P:drive with 33% indicating that as their primary data storage medium.
Several questions were asked concerning RamPort. The first asked how many times a
student used RamPort during the Fall 2006 semester. The results indicate that 31% used
it daily, 38% used it weekly, and the remaining 31% used it once a month or less. The
second question inquired about the features of RamPort that had been used regularly.
Email was chosen over 300 times, followed by student registration, which was chosen
259 times, and finally by the library feature, which was chosen 159 times. When asked
how they would rate the content in the RamPort channels, nearly half of the respondents
indicated it was somewhat interesting, followed by 22% who indicated it was interesting.
Only 2% said it was very interesting, but only 11% said it was not interesting. 19% said
they had never viewed the content or did not indicate an answer choice.
A couple of questions were asked related to the Electronic Communication Policy. First,
respondents were asked if they were aware of the policy that states that their angelo.edu
email address is the address used for official communication from the University. 77%
indicated they were aware of the policy while 19% said they were not aware of it.
Students were asked how often they check their ASU email account. 37% stated they
check their ASU email weekly while 35% check it daily. 12% check it monthly and 7%
check it only 1-2 times per semester.
Students were asked questions related to the use of “clicker” or response pad technology
in the classroom. First they were asked if they had participated in a class that used
clickers, with 169 indicating they had and 251 indicating they had not. Next, those who
had participated in a class with clickers were asked if they liked using clickers, with 131
indicating they liked using them and 44 indicating they did not like using clickers.
Finally, they were asked if they felt using clickers helped them learn more, with 92
indicating that clickers helped them learn more and 82 indicating they did not help.
When it comes to what documents students print in the computer labs, 376 of the 426
(88%) indicated they print assignments, 343 (80%) print lecture notes, 337 (79%) print
research materials for class, and 184 (43%) print materials for personal use.
Two questions were posed related to group projects. The first asked the number of
school projects the student had done that involved working as part of a group and using a
computer. 13% said ‘none’, 29% said ‘1-2’, 28% said ‘3-5’, 13% said ‘5-10’, and 17%
said ‘more than 10’. When asked if they would be interested in having more group work
areas with computer access, 64% indicated they would be interested and 36% would not
be interested.
Respondents were asked the level of interest they would have in being able to check out a
laptop for use on campus, with 42% indicating they would not be interested at all, 25%
were somewhat interested, 17% were interested, and 14% were very interested.
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Angelo State University
Information Technology Survey - 2007
They were then asked a few questions related to podcasting. The first asked if the
students would be interested in taking a class where the teacher offered material via
podcasting. 30% said they were not interested at all, 35% were somewhat interested,
23% were interested, and 9% were very interested. Next, they were asked if they would
mind being required to have an mp3 player for a class that used podcasting, with 42%
indicating they would mind being required to have an mp3 player, 45% indicating they
would not mind it, and 13% providing no answer.
Students were asked about how many multimedia presentations the students had created
for their classes, with 11% stating ‘none’, 24% stating ‘1-2’, 28% stating ‘3-5’, 15%
stating ‘5-10’, and 20% stating ‘more than 10’. When asked how interested they would
be in having access to a multimedia room to practice presentations for classes, 41% said
they were somewhat interested and 27% were interested.
When asked how often they use their cell phones or smart phones to get information off
the Internet, nearly 300 of the 426 indicating they never use their phones for that purpose.
Survey respondents were asked to give an overall grade (A-F) to ASU technology
services. The majority of responses were split evenly between A and B at 45% each.
Eight percent of the respondents gave a grade of C, while only two percent gave a grade
of D or below.
The services portion of the survey was given in a table format that allowed respondents to
rate the services mentioned and the frequencies of awareness and usage to be analyzed.
Students were asked if they were aware of the service; if yes, had they have used the
service; and if yes how satisfied were they with the service. The top three services based
on awareness and usage were: Blackboard, Ramport email and Help Desk assistance.
The services with the highest mean satisfaction levels were also Blackboard, Ramport
email and McAfee; however, Blackboard, RamPort email, and Help Desk assistance were
the only 3 services that had over 50% usage.
Respondents were given a list of potential future services that are being researched by the
Information Technology department and were asked to RANK the services from 1 to 4,
with 1 being the most desirable.
When asked what students overall satisfaction level with ASU technology services, most
students (229 of 426) indicated that they were “very satisfied”, 111 indicated they were
“somewhat” satisfied and 52 indicated they were “extremely satisfied”. Only two were
not satisfied at all and 32 did not answer.
Respondents were given a list of potential future services that are being researched by the
Information Technology department and were asked to RANK the services from 1 to 4,
with 1 being the most desirable. The final ranking was as follows:
1st - Providing access to limited software in the labs from home.
2nd - Providing technical assistance for your personal computer.
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Angelo State University
Information Technology Survey - 2007
3rd - Providing access to music downloading service.
4th - More laptop-friendly spaces on campus with table and electrical power.
Part III consists of the demographics of the 426 students that were surveyed. Out of the
426 people filling out this survey 52% were male and 46% were female (2% did not
reply). Based on academic standing/level freshman filled out the survey at the highest
level 29% followed by Seniors, Juniors, Sophomores, and Graduate Students.
The respondents ranged in age from under 21 to over 45. The highest percentage of
respondents was under the age of 21 followed by the 21-25 age range. When asked about
their marital status 84% stated they were single; which is to be expected on a college
campus. Most respondents (63%) stated that they live off-campus while 35% live oncampus. Of the respondents, 55 were Animal Science majors followed by
biology/chemistry majors (47) and kinesiology (44).
Below are the most frequently listed comments in response to what the IT department
does well and what should be improved.
Top answers for what the IT Department does well:
1) Good help desk support
2) Happy with lab being open 24 hrs
3) Good software availability
Most frequent suggestions for improvement:
1.) More computers
2.) More knowledgeable student workers
3.) Enforce QUIET in the quiet lab
4.) Improved wireless access
RECOMMENDATIONS
After analyzing the data using the SERVQUAL method, we have determined that there
are definite areas where IT has met the expectations of its users and have also identified
the areas for improvement. IT has succeeded in meeting the expectations of respondents
by providing the necessary software and hardware needed to complete assignments and
by providing state of the art computers and peripherals. In order for IT to improve its’
relationship with customers, we suggest that the following areas be considered a priority
for change.
1.
2.
Staff need to direct attention to those students coming into the lab that
are unable to find an open computer. Staff should be able to direct the
students to another lab.
Staff should make a better effort to give students personal attention.
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Angelo State University
Information Technology Survey - 2007
3.
4.
Staff should be able to instill confidence in the student to use the
computer lab software and hardware.
Staff must have the student’s best interests at heart.
We feel that if these suggestions for change are implemented, that IT’s customer
satisfaction rating will improve in the next year. Other data presented in this report
should be evaluated by IT personnel for further information needed to make decisions.
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Angelo State University
Information Technology Survey - 2007
Part I of the survey
Staffing
9
8
7
6
5
4
3
2
1
0
Q1
Q2
Q3
Q4
Q5
Staffing Desired
Q6
Q7
Q8
Staffing Perceived
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. (F1)
Q3: Staff who have the knowledge to answer my questions about computer lab policies,
operating hours, software, and hardware. (F3)
Q4: Computer lab staff who deal with me in a caring fashion. (F1)
Q5: Receiving a prompt response to my computer lab problems and/or suggestions. (F1)
Q6: Computer lab staff who have my best interest at heart. (F1)
Q7: Computer lab staff who understand my computing needs. (F1)
Q8: Computer lab staff who give me personal attention, (F1)
Q9: Staff who have the knowledge to answer my questions about software and hardware.
** (F1) = Factor 1= Staff; (F2) = Factor 2= Service; (F3) = Factor 3 = Professionalism**
11
Q9
Angelo State University
Information Technology Survey - 2007
Setting
9
8
7
6
5
4
3
2
1
0
Q10
Q11
Q12
Q13
Q14
Setting Desired
Q15
Q16
Q17
Setting Perceived
Q10: Providing computing services as promised in the ASU catalog, computer lab
brochure, or web page.
Q11: Services provided at times listed. (F3)
Q12: A visually appealing computer lab (i.e. neat, clean, and organized). (F3)
Q13: Computer lab staff can be distinguished from other students and are easy to
identify.
Q14: Ability to find an available workstation in one of the six labs on campus.
Q15: Being directed by staff to an open workstation at another computer lab if the first
computer lab is full. (F1)
Q16: Convenience of normal operating hours to personal schedule. (F2)
Q17: Computer lab staff who are dressed appropriately for their position. (F3)
Q18: Computer response time during log-in or application loading. (F2)
** (F1) = Factor 1= Staff; (F2) = Factor 2= Service; (F3) = Factor 3 = Professionalism**
12
Q18
Angelo State University
Information Technology Survey - 2007
Tools
9
8
7
6
5
4
3
2
1
0
Q19
Q20
Q21
Q22
Tools Desired
Q23
Q24
Tools Perceived
Q19: Counting on the computer labs to have the software and hardware I need to
complete my assignments. (F3)
Q20: Relying on the computer lab software and hardware to operate smoothly. (F2)
Q21: The computer labs containing state0of-the-art computers and peripherals. (F2)
Q22: The variety of software available in the computer lab. (F2)
Q23: The variety of special equipment (i.e. scanners and color printers) available in the
computer labs. (F2)
Q24: Disk space provided to me on the server (my P:drive) is adequate for my data
storage needs.
** (F1) = Factor 1= Staff; (F2) = Factor 2= Service; (F3) = Factor 3 = Professionalism**
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Angelo State University
Information Technology Survey - 2007
Q25: What is your OVERALL satisfaction level with ASU computer labs?
Total Overall Satisfaction
9
8
7
6
5
4
3
2
1
0
Desired
Perceived
Q25
SERVQUAL
0
-0.1
Factor1
Factor2
Factor3
-0.2
-0.3
-0.4
-0.3662
-0.5
-0.6
-0.7
-0.8
-0.7298
-0.6462
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Angelo State University
Information Technology Survey - 2007
Part II of the survey consists of a variety of questions composed by the Information
Technology department to gain insights into students’ thoughts and opinions covering a
variety of topics.
Students were given a list of technological devices and asked to indicate which ones they
own. The results are as follows:
95%
100%
90%
80%
70%
75%
74%
69%
64%
59%
56%
60%
50%
40%
30%
20%
11%
10%
2%
2%
0%
Desktop
(Windows)
Desktop
(Mac)
Laptop
(Windows)
Laptop
(Mac)
Printer
Cell Phone
Smart
Phone
Music
Device
USB Jump
Drive
Respondents where asked to answer the following question: During the academic year,
what is your most frequently used method for access to the Internet from your personal
PC or laptop? The results are shown as follows:
3%
Broadband
12%
Labs/Residence
Hall
School Dial-Up
5%
24%
56%
School Wireless
No Answer
15
Digital
Camera
Angelo State University
Information Technology Survey - 2007
The next questions refer to students’ laptop usage. The first asks if they do own a laptop,
is it set up for wireless network use on campus. The results are displayed in the
following chart:
Yes
49%
No
51%
The second questions ask if the students’ laptop is set up for wireless network use on
campus, where do they use it and how often per semester. The results are as follows:
80
74
70
60
53
50
40
45
35
30
17
20
10
0
In the classroom
In hallways,
lobbies, etc.
around campus
In residence hall
16
In the library or UC
Other
Angelo State University
Information Technology Survey - 2007
The following chart list how often laptops are used in each of the locations.
55
50
1-2 times
Monthly
Weekly
Daily
45
40
35
30
25
20
15
10
5
0
In the classroom
In hallways,
lobbies, etc.
around campus
In residence hall
In the library or UC
The following table list those responses that checked other:
RESP #
032
056
063
108
119
145
155
163
175
198
200
205
260
291
328
349
389
410
room
never used it here before
home
outside of dorm because it doesn't work in
texan
my room
Home/off-campus
at home
Do not bring it on campus
usually no on campus
None
Don't bring it to school
Multipurpose Bldg (Photo lab)
Anytime studying on campus
Parking lot in my car
Never
my car
UC - pool (work)
office on campus
17
Other
Angelo State University
Information Technology Survey - 2007
The respondents were given a list of possible ways they learn about Information
Technology services asked to indicate all those that apply to how they find out about
them. The results are shown below:
300
255
246
250
224
Count
200
144
150
100
77
65
50
0
ASU Website
I.T.
Personnel
RamPort
18
Flyers and
signs
I.T.
Promotions
Background
Messages
Angelo State University
Information Technology Survey - 2007
Next, students were asked if they were aware of the Identity Theft (Ida Theft) promotion
in the fall semester of 2006. Then they were asked if they participated in the Ida Theft
promotion. The results are as follows:
Were you aware of the Ida Theft promotion?
No answer
3%
No
41%
Yes
56%
Did you participate in the Ida Theft promotion?
No answer
4%
No
89%
19
Yes
7%
Angelo State University
Information Technology Survey - 2007
What web browser do you normally use?
No answer
2%
Other
1%
Firefox
15%
Internet
Explorer
82%
Other web browsers mentioned were:
RESP #
015
160
181
247
294
Both
AOL Explorer
Safari
AOL
Opera
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Angelo State University
Information Technology Survey - 2007
What medium do you primarily use to store your data? Respondents were asked to only
check one. Results are as follows:
No answer
2%
Floppy disk
10%
Network (P drive)
33%
USB drive
55%
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Angelo State University
Information Technology Survey - 2007
How many times did you use RamPort during the fall 2006 semester?
How many times did you use RamPort during the fall 2006 semester?
No answer
2%
Never
7%
1-2 times
8%
Daily
31%
Monthly
14%
Weekly
38%
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Angelo State University
Information Technology Survey - 2007
Which Features of RamPort have you
used regularly?
Which
Features of RamPort have you used regularly?
350
325
300
275
250
225
200
175
150
125
100
75
50
25
0
Never used
E-Mail
Calendar
Groups
Other features included:
RESP #
022
024
085
093
102
159
164
194
208
214
220
221
233
303
359
365
371
412
421
don't use regularly
Articles for psych. Classes
Pictures
Teacher listings
blackboard
Blackboard
payroll
Blackboard
stu services
Blackboard
Student Services
News
Blackboard
facebook
blackboard
Blackboard
VB net
blackboard
announcements/information
23
Library
Student
registration
Other
Angelo State University
Information Technology Survey - 2007
How would you rate the content in the Ramport channels?
How would you rate the content in the RamPort channels?
Very interesting
2%
No answer
3%
Never viewed
16%
Interesting
22%
Not interesting
11%
Somewhat interesting
46%
Students were asked what other features or content would make RamPort more useful
and relevant to you. Listed below are all of the comments and the corresponding survey
number. All answers that were blank have been omitted.
RESP #
003
022
028
032
043
045
047
058
061
070
075
082
085
089
It is good as it is
up to date information about my current class schedule and the campus activities
I like it the way it is
online help on homework
show us some hot single girls on campus
reminders
easier navigation through links
having all classes in Blackboard available for grades
info on school events and other activities
None
Put up more info on sports
updates of campus greek life
other search engines/sites
I don't know, that's not my job, I don't get paid for that
24
Angelo State University
Information Technology Survey - 2007
090
095
113
117
119
129
130
135
142
146
150
158
159
165
174
175
180
184
185
186
189
193
197
198
200
201
204
212
240
242
250
255
278
297
302
314
322
323
339
346
347
358
376
381
384
390
weather information
It's just fine
I never used it
Weather
NONE
email
contests
I think it's fine as is.
Porn
links to places other than facebook, customizable perhaps
I think the lay needs to be changed.
more appealing web page. More interesting news.
being able to personalize & add my own favorites
Entertainment news
Easier tabs to actually interesting things on campus
More news relating to medical interest & careers & government
A more updated calendar of events- I only heard about the Moon lecture today
Make it easier to navigate and get where I need to get
News outside of university life
City events scores of ASU sports teams
weather conditions
easier navigation
not to be forced to use it with blackboard e-mail
Having internet service that reaches off campus
an easily accessible calendar that has the school holidays & closings on it
none that I can think of right now
Easier access Cluttered to find stuff
Media links
easier
Weather for the week
nothing
the weather would be cool
Veterans affairs link
Better overall flow and migration; SSL
NONE
It's difficult to navigate and not easy to understand initially
is our schedule supposed to be there?
The old way was better
No complaints so far.
Fix the Student Services section. Make it the way it use to be!
deletion
A Concise sports page (just scores and upcoming events in one page or window)
Seems difficult to navigate ramport. I wish it was more user friendly.
More concerts, dramas, plays. College discounts around town. Less sports and more
other things.
easier to access calender of school related topics.
More school information, such as what is in the school newspapers.
25
Angelo State University
Information Technology Survey - 2007
397
424
More long terms calendars. The calendar for the week is only shown.
Weather, more activities
26
Angelo State University
Information Technology Survey - 2007
Are you aware of the Electronic Communication Policy stating that your ASU e-mail address
is your address for official communication from the University?
Are you aware of the Electronic Communication Policy stating that your ASU e-mail
address is your address for official communication from the University?
No answer
4%
No
19%
Yes
77%
How often do you check your ASU e-mail account?
How often do you check your ASU e-mail account?
No answer
2%
Never
7%
1-2 times per
semester
7%
Daily
35%
Monthly
12%
Weekly
37%
27
Angelo State University
Information Technology Survey - 2007
Students were asked questions related to the use of “clicker” or response pad technology
in the classroom. Listed below are the questions asked and a graph indicating the
answers to those questions.
Q1: Have you participated in a class that used clickers?
Q2: If yes, did you like using clickers?
Q3: Did you feel by using clicker technology it helped you learn more?
300
250
200
Yes
No
150
100
50
0
Q1
Q2
28
Q3
Angelo State University
Information Technology Survey - 2007
When printing in the computer labs, what do you print out?
400
350
300
250
200
150
100
50
0
I do not print in
labs
Assignments
Lecture notes
29
Research
materials for
class
Materials for
personal use
Angelo State University
Information Technology Survey - 2007
How many school projects have you done that
How many school projects have you done that involved working as part of a group and
involved working as a group?
using a computer?
17%
13%
13%
29%
None
1-2
3-5
5-10
More than 10
28%
Are you interested in having more group work
areas with computer access?
Are you interested in having more group work areas with computer access?
Yes
No
36%
64%
30
Angelo State University
Information Technology Survey - 2007
How interested would you be in checking out a laptop for use on campus?
No answer
2%
Very interested
14%
Not interested
at all
42%
Interested
17%
Somewhat
interested
25%
31
Angelo State University
Information Technology Survey - 2007
Would you be interested in taking a class where the teacher offered material via
podcasting?
No answer
3%
Very
interested
9%
Not interested
at all
30%
Interested
23%
Somewhat
interested
35%
Would you mind being required to have an mp3 player for a class that used podcasting?
No answer
13%
Yes
42%
No
45%
32
Angelo State University
Information Technology Survey - 2007
How many multimedia presentations (PowerPoint, audio, video, web pages, etc.) have
you created for your classes?
More than 10
20%
No answer None
2%
11%
1-2
24%
5-10
15%
3-5
28%
Would you be interested in having access to a multimedia room to practice your
presentation for classes?
No answer
4%
Not interested
at all
14%
Very
interested
14%
Interested
27%
Somewhat
interested
41%
33
Angelo State University
Information Technology Survey - 2007
How often do you use your cell phone or smart phone to get information off the Internet?
325
300
275
250
225
200
175
150
125
100
75
50
25
0
Never
1-2 times
per
semester
Monthly
34
Weekly
Daily
No
answer
Angelo State University
Information Technology Survey - 2007
If you were to give an OVERALL grade to the ASU technology services, what would it
be?
D or below
2%
C
8%
A
45%
B
45%
35
Angelo State University
Information Technology Survey - 2007
SERVICES
The following graphs show the frequencies of awareness and usage of ASU technology
services of the 426 surveyed:
450
400
Aware YES
350
Used YES
300
250
200
150
100
50
0
HelpDesk
Res. Hall
Internet
Access
Kiosks
Dialup
Color Printer Blackboard
450
400
Aware YES
350
Used YES
300
250
200
150
100
50
0
RamPort email
Wireless
Quiet Area
Discounted
36 HW/SW
McAfee
Check out
cameras
Angelo State University
Information Technology Survey - 2007
Respondents who indicated they had used the services were asked to rate how satisfied
they were with them with 1 indicating they were not satisfied at all and 5 indicating they
were extremely satisfied. Below is a table showing the mean satisfaction level for each
of the services:
Service
HelpDesk
Res. Hall Internet Access
Kiosks
Dialup
Color Printer
Blackboard
RamPort e-mail
Wireless
Quiet Area
Discounted HW/SW
McAfee
Check out cameras
% Used
69
44
16
20
37
93
87
38
37
15
24
7
Mean Rating:
3.97
3.91
3.82
3.40
3.97
4.27
4.09
3.71
3.61
3.85
4.02
3.81
Blackboard, RamPort e-mail, and Help Desk assistance were the only 3 services that had
over 50% usage of those who were aware of the service.
37
Angelo State University
Information Technology Survey - 2007
Respondents were given a list of potential future services that are being researched by the
Information Technology department and were asked to RANK the services from 1 to 4,
with 1 being the most desirable.
“A” represents providing access to limited software in the labs from home.
“B” represents providing access to a music downloading service.
“C” represents providing technical assistance for your personal computer.
“D” represents having more laptop-friendly spaces on campus with table and electrical
power.
The following graph shows the rank of each choice:
160
140
120
100
80
60
40
20
0
Rank 1st
Rank 2nd
A
Rank 3rd
B
C
Rank 4th
D
Final Ranking
1st. A- Providing access to limited software in the labs from home.
2nd.C- Providing technical assistance for your personal computer.
3rd.B- Providing access to music downloading service.
4th.D- More laptop-friendly spaces on campus with table and electrical power.
38
Angelo State University
Information Technology Survey - 2007
What is your OVERALL satisfaction level with ASU technology services?
250
229
200
150
111
100
52
50
32
2
0
Extremely
satisfied
Very satisfied
Somewhat
satisfied
39
Not satisfied at all
No answer
Angelo State University
Information Technology Survey - 2007
Part III: Demographics of 426 students
Gender
Academic Standing
No Answer
2%
No Answer
2%
Graduate
10%
Male
46%
Female
52%
Freshman
29%
Senior
21%
Junior
20%
Age
2%
Sophomore
18%
Marital Status
2%
2%
3%
4%
11%
8%
49%
35%
Under 21
21-25
26-35
36-45
Over 45
No Answer
84%
Single
Married
Divorced/Separated
No Answer
40
Angelo State University
Information Technology Survey - 2007
Living Situation
No answer
2%
Offcampus
63%
Oncampus
35%
Demographic
by Majors
Demographics
by Major
MPT
Med Tech
Math
Physics
Comp Sci
MBA
Gov/CJ
Majors
Psych
Nursing
Mgmt/Mkt/MIS
Comm
LFA
Gen Busi
Undecided
Edu
Acc/Fin
Kines
Bio/Biochem/Chem
ASCI
0
5
10
15
20
25
30
Count
41
35
40
45
50
55
60
Angelo State University
Information Technology Survey - 2007
Respondents were asked what 3 things do you think the Information Technology
Department does well. Listed below are all of the comments and the corresponding
survey number. All answers that were blank have been omitted.
RESP #
001
003
008
009
010
011
012
014
015
016
017
018
019
021
022
023
024
025
026
027
028
029
031
033
034
036
037
038
040
041
043
045
046
047
048
049
051
053
055
056
057
059
060
062
065
1) Programs run fast 2) Able to print quickly 3) Clean/organized labs
Helping students Providing internet Providing printers
Lab hours are good Internet is fast Free printing
1) Variety of programs 2) Speed of computers 3) Availability of many stations
Blackboard needs to be continued.
Good Internet Connections Fast Computers Good amount of services provided
Don't really use it much
Easy access to a computer for students to get to it.
I love Ramport Have not used on campus computer labs. I do everything at home. :)
Provided help when asked respond quickly to problems Are friendly
connection speed, software, new computers
helping students providing services
I hardly ever use it.
nothing
1. Keeps the computers up and running 2. Has adequate staff on hand to help students 3. Keeps
up to date with technology
Provides good service Great availability Friendly
e-mail
Computer labs Adequate space Internet connection
Help with the computers, new technology, being there
provide assistance when needed technology is up to date efficient info. Provided
provides good help, service, and updated technology
Wide variety of software Website useful Helpful assistants
help you quickly Know what they're doing
nice honest friendly
help people give good info provide materials
hours of operation tech help
N/A
Equipment and software
nice knowledgable helpful
Help out change printer paper out
everything
fast service very helpful friendly & polite
ramport blackboard friendly service
provide assistance to students
ramport blackboard
Ramport internet access
open 24 hours
help students pays attention to whats going on in the MCS
help me when my comp is acting up are visible friendly
use of computers helpful when needed good services
helping people out
questions tools
Do not know
helpfulness cleanliness
Help Open
42
Angelo State University
Information Technology Survey - 2007
069
073
074
075
076
077
080
081
082
083
084
085
087
088
089
090
091
092
093
094
095
096
097
098
100
101
102
104
105
106
107
108
110
111
112
113
114
115
116
118
121
122
123
124
125
127
128
129
131
Helps you when you need it Nice Open mind
Ramport Blackboard Email
The amount of computer, the speed and reliability
1) help you 2) get what you want 3) understanding
Hours of operation Friendly workers and a nice safe workplace
Blackboard Residence Hall internet Wireless access
Provide great internet access up to date programs great lab hours
great lab hours friendly service provide great internet access
Nothing
Help fast internet keeps lots of computers running
open 24 hours
allowing me to print what I want when I want to
up to date on current events knowledgeable
assistance provided with useful materials give out useful information
these are not a good idea for surveys
Good hours that fit most schedules, knowledgeable staff, fit working environment
clean area, helps people, friendly
helped with my computer problems, knew what they were talking about
provide help with printers
Fix problems, friendly to people in the lab, quick workers
Provides internet, helps when needed, free printing, etc.
Provides internet, free printing, help available
communicate, direct, explain
provide a good place for me to print out and work on a faster computer
good help assistance, clean work areas, good internet sources
they are very helpful and they keep everything neat and organized.
they are very helpful when problems are encountered. They always try to improve computer
systems. They always try to give you alternatives
They inform, update comoputers and keep area clean
Providing updated hardward & software
fixing my computer when it messes up, answering my questions, always there to help anyone
in need
Provide 24 hours a day labe, provide help
open at decent times, nice staff, clean systems
they are there,
help people
Flexible hours Providing Assistance Decent Working Conditions
assistance good programs I need availability
Helps of service Restocks paper Provides assistance
Programs Availability Open 24 hours
don't care
1) answers questions well 2) help is always available 3) nice attitude on staff
answer my questions.
Help, Cares, is smart
Help students with internet needs, available hours, quality of service.
provides adequate technology on campus provides helpful information demonstrates some
great uses of technology
Very available access times Knowledgable staff
provides access to PCs Very helpful and understanding Provides cheap color printing
Answers questions about printing problems.
helps when I need it Keeps labs in great shape to study Let's us know about upcoming events.
I honestly don't use it much. I do like using ramport and find it easy to use.
43
Angelo State University
Information Technology Survey - 2007
132
133
134
135
136
137
139
142
143
144
145
146
147
149
150
151
152
153
154
155
156
157
158
159
162
163
165
166
167
168
169
171
172
173
174
175
176
177
178
179
180
have the software I need; usually I can find a computer to work on;
Knows what they are doing (most of the time) Very helpful Very friendly :)
Fast new computers Open late
1) Keeps all of us updated 2) See's to our technology needs 3) Finds ways to improve the
system!
1) Keeps us updated 2) Helps w/technology problems 3) Finds ways to improve the system
Good lab hours Good software Fast internet
1) Solves simple problems 2) Knowledgable of classroom computers
I don't know
not sure
Who is that?
Business-Marketing
Access to computers Access to printers Helpful at times
Prepare for projects Computer troubleshooting Space
Be open & available
Help Students Aware of programs Find someone to answer my questions
Answers questions if can, space available & # of computers, Hours are good
Provided a 24 hour computer lab that is large and free printing. The ability to rent special
equipment.
1)Offer new services & info. On a regular basis 2)Offer a 24 hour computer lab 3) Up-to-date
w/latest software & hardware
They are friendly. Answer all of my questions.
provides services, neat clean area, availability
helps with problems with hardware or software. Answers my questions. Makes the bals
available at awesome hours!
Good about putting notices as the desktop background
Change paper, Calls on other person if they can't help, Easily identified
the hours they are open. The connection speed.
1. operating hours & locations 2. availability of software 3. keeping computers/software up-todate
More software in campus labs, Enough computers
1. Providing variety of software 2. Free printing 3. 24 hour computer lab in MCS.
Access to necessary, expensive software, Provide printing services, Basic technical support
Keeps the area nice and clean Have people available to help you Providing info on bkgrd of
computer when logging on
Fix problems Answer Questions
They look good smell good got a friendly vibe
prompt helpful service keeps computer labs clean and organized knowledgeable of software
and hardware
Know what they're talking about when ask for help Never hesitate to help out Keep us
updated on any virus protections or anything else going on
They have enough computer access
provides a stable network keeps bugs in system to a minimum allows lots of software needed
for class (somewhat free of charge excepting that huge technology fee for tuition)
very helpful & always friendly always willing to help and keeps things (printers, equipment)
stocked
wonderful wireless connection in carr provide new services know their stuff
Computer lab assistance computer lab hours computer hardware and software
Lab access is quick and easy lab assistant is helpful plenty of software
I think they have a great amount of space that is always kept nice There is always someone in
the labs to help The programs are easy to use (ramport)
Helpful staff (help desk very knowledgeable) 24 hr computer lab New and up-to-date
software in the labs
44
Angelo State University
Information Technology Survey - 2007
181
182
184
185
186
188
190
191
192
193
194
195
197
198
199
200
201
203
204
206
208
209
210
211
212
213
214
216
217
218
220
221
224
226
227
228
229
230
231
232
They have many computers updated software
assist inform guide step through
Help me when I need help Open when I have time to go Have enough computer labs on
campus
Provide an adequate number of technicians Provide up-to-date computers for usage Keep
Ramport/Blackboard running efficiently
Great hours of operation Provides up-to-date services and software Willing to help
Neat clean quiet workspace good computers all software required
I really didn't use the computer labs enough to give you valuable feedback. But I have never
been disappointed and often surprisingly pleased with the service provided.
Read the survey
helpful advice computers always up to date friendly
Helps with needs up to date technology great hours
Very helpful very friendly convinent locations on campus
Posting info on computer desktops having updated software having 24 hr labs
Software Computer access
Keep up technology, Keep sanatized, Don't really know
Student helping, Keeps network running well
The help desk was very helpful when I first got my laptop helping me set up the internet and
programs. The IT provides fast functional computers and printers. The IT dept. also does well
keeping us up to date w/ the background on the computer.
1. Letting people know about Ramport 2. help Desk services 3. minor assistances with things
in the comp labs. 4. D-Mo ROCKS!
Assistance with issues Friendliness
Quick to answer questions Resourceful Enertaining
Access to computers, Software variety, Free Dial-Up
provide adequate space, flexible hours of operation, technical support.
I like the hours available. Software on computers are useful. The lab assistants are always
available.
Their friendly, very helpful, and contain new software needed for research.
Hours of operation, Well maintained CPUs, Clean
Have staff available. Hours of operation. Functional machines.
Helping people Good Computers Software
Services are good Computers are up to date
Provide technology
Keeps us informed
Provide Software
Respond to problems quickly
Knowledgable/answer questions to my understanding
Very helpful & friendly :-)
They help you out They answer questions They are very friendly
Provides good service
Ramport is very helpful Most things available on-line
Information Help assistance Maintenance
Shows messages through comp. background Provides help w/ comp. problems Finds empty
comp. lab if first one is full
User friendly Easy and quick Many applications
Always room to work Always someone there to help Pretty goo at letting you know what is
going on
quick to help with problem fast internet access friendly staff
There's always someone there to help
Providing remote access providing printer spaces for people w/o printers Help desk
Computer lab availability Fast Internet 24 hr. labs
45
Angelo State University
Information Technology Survey - 2007
233
234
236
237
239
240
242
243
244
246
248
249
250
251
253
255
256
257
258
259
260
263
266
270
271
272
273
275
278
280
284
286
287
289
290
291
296
297
301
302
303
310
314
315
322
324
Provides plenty of computers!
Fast computers Help Keep good work atmosphere
Informing people Knowledgeable
Fixing the computer if something goes wrong Providing service to personal computer Fixing
a problem quickly
Good assistants Lots of computers
Help Student Knowledgeable
Stay Open
Helpful Show me how to use it Give me alternative ideas
Provide Internet Nice Labs Ok computers
Help Provide Always someone available
Help w/ projects Interests me Fast and easy
Good hours Helps when needed Has a lot available
Servicing people who need help Providing large computer labs Best: All hours computer lab
They will answer questions They are easily spotted when I need help
Helping
I love the hours The staff seems to be on top of their game And the P drive is a nice
convenience
Assists students with computer problems Keeps printers full of paper Assists students with
other things related to school
Promotes services Provides good info about computer issues Promotes computer Internet
safety well
Always having assistance available The hours of operation Keeping all technology working
well
Helps students Gives good info Very knowledgeable
Support Access Assistance
Plenty of computers Good hours
I don't know of anything in particular
Friendly Ready to assist Up-to-date on information technology
I like the hours I like the communication w/ the university via RamPort
Answers questions greets and offers numerous services to students
Good tech support Up-to-date computers and software
Supply information Offer help at all costs Provide timely responses
RamPort Website maintenance
Paper available, seating available
help, help, help
Provide access during all hours, multiple locations, updating programs for use
Provide computers Provide printers Open a lot
Customer service Software availability McAfee virus protection
Everything Informative Prompt
LAN/WAN management is very good
(1) helps people, (2) provides place to do work, (3) place to research & print off material
needed
Dress distinguishable
Helping others, Keeping equipment working properly, Keeping clean
Help
Good job!
Provides adequate help when needed
Help desk Convenient Fast printing
Variety of software Relatively new computers Good hours
Open 24 hrs.
Always paper, Always a computer lab open somewhere
46
Angelo State University
Information Technology Survey - 2007
325
327
328
330
331
332
333
334
336
339
343
344
345
346
348
349
351
352
353
356
358
360
362
363
364
366
367
Knowledgeable staff, availability, up-to-date software
provide help when needed
Help you, that's about it
Help, inform, provide
internet, printing, hours of operation
internet, printers, Keep up-to-date
Good hours Available lab assistants Facilities are kept relatively clean
Help students with work Computers are up to date Software & hardware
Excellent software and hardware maintenance and variety. Helpful and informative personnel.
Perform maintenance and assistance in a timely and reasonable manner.
1) The staff is always very friendly and tries hard to serve me.
2) The staff is very knowledgeable and if I ever need something answered there 's always
someone who knows how to help.
3) The variety of programs and the availability of the software is excellent. The access to
scanners in multiple labs is very helpful.
Lots of computers, know a lot about technology, willing to help
There are a lot of programs available. The computer lab is never crowded over night, and I
definately like that convenience since I work a grave yard shift and can come here on my days
off. IT has a lot of services available compared to WTAMU, and you can tell that IT is very
geared towards its students, which has always made me feel more valued by the university.
-Helps me figure out programs
-wiliing to help
-mostly friendly
Internet access in labs has always had a good speed
Wireless Access around campus was nice when I used my laptop
Black and White printing services have always worked well
Services, Access, Good Advertising
very helpful
willing to help
1. Maintains and runs the computer labs efficently and well.
2. Provides software for students.
3. Informs students about IT events.
NA
Fast easy computer access
several computer labs, ramport, blackboard
1 - Cusotmer Service
2 - Provide EXCELLENT facities/hardware/software
3 - Knowledgable
NOTE - The Fall 2006 " questions did not apply to me since I started this semester
tech support, friendliness, being prompt
Assist and teach you how to use different programs.
Provide useful information on different subjects.
Always have a can help " attitud."
Not much.
Staffs the labs properly.
Employees knowledgeable staff.
Provides many computers for students to use.
good help desk, friendly, always know the answers to my questions
provide ample amounts of computers,
has numerous locations for easy access
allows ample amount of time for quiet hours ""
47
Angelo State University
Information Technology Survey - 2007
368
370
371
372
375
376
377
379
380
381
382
383
385
388
390
391
392
396
399
400
401
they always have staff you may ask for help. there is always paper in the copiers/printers, and
you don 't have to run down someone to load paper up. and they usually keep the computers
running fast and smoothly
play computer games, surf the internet, tell you that you 're making too much noise, fill in the
printer paper tray. i know that 's four, but who cares?
Service, Assistance, Printer advice
1. Great speed and reliability on computers 2. Great variety of software 3. Great hours of
operation
Keeping the Labs up to date with hardware.
Keeping the network working properly
1. They are very friendly and helpful
2. They are very responsive to fixing problems.
3. They keep all the software up to date.
n/a
They keep everything nice and tidy. They seem to know the solutions to problems. Awesome
computers and software.
Helping students and faculty.
Hours of operation.
The services they provide are excellent. I couldn 't believe after being out of school for 20
years how things have changed. The assistence on campus is unbelievable especially in the
Technology department. The staff always has a way to help you out when asked to do so. The
printers are amazing especially the color printer..........Wow!!!!!!!! I love how it charges
straight off the One Card. The feature I totally can 't get over is the P drive...........now students
don 't even have to keep up with a jump drive. Thank you and God Bless you ASU for being
so student and user friendly. Your campus in general and the high class technology
department make you a beautiful place to learn. There is nothing compared to your beautiful
Porter Henderson Library with all its modern furnishings.
Help when I have a question
Availability
quiet
Helping students, knowing thier stuff, and being very polite
available when needed, knows how to use computer properly, kind in answering questions
answer 's questions
visible
keeps the lab running smoothly
All of the computers in the MCS have all of the programs I need for class that I don 't have on
my own computer, that scanners are easily available, and free printing for black and white,
even though I paid for it at the begining of the year.
Lab assistants answer student questions in the lab.
Provide assistance with printers in labs.
Provide high quality computers and printers.
Sitting on their butt when you need help
Provides me with virus protection
Offers help to me when my computer is down
Allows me to check my e-mail in nearly any building on campus
Knowledgable staff
Up to date software
Up to date hardware
Help with th computers in the lab, help with personal computer problems, help find programs
that I need for class.
(1)They are very helpful when I have questions.
(2)Extremely nice.
(3)If I call in for my own personal computer, they are willing to help me the best they can.
48
Angelo State University
Information Technology Survey - 2007
402
403
404
405
406
407
408
416
418
419
420
422
423
424
425
Efficient help desk
Organization of environment
Friendly atmosphere
Help when needed
Point one in the right direction
-They provide good customer support helpdesk service via phone and in person. Very
professional! They exhibit a good attitude and willingness to help.
-Provide remote access to the network drive space from home (I love backing up my school
work at scho
clean, prompt, updated
1. Have a good range of hours
2. Keep up pretty well with installing new software as it comes out.
3. Have a wide range of software and hardware.
Has computer labs, and software to use
Is most of the time quiet (excluding MCS main lab)
Provided internet to on campus students
Lots of computers
Lots of software
Fast printers
Provide software, hardware, help
Provides well equipped facilities
Offers excellent instructors (based on my experience with one tech class)
Provides a variety of opportunities for students to access the lab
good computers, good places to work at, arent 3 good things
1. Workers are present to answer my questions
2. Lab is always clean and quiet
3. Wide variety of software is available
They help you when needed.
They are friendly.
They answer your questions very well.
keep paper in the printers, Help Desk does a godo job of helping people, are friendly for the
most part
1. Lab Access
2. Friendly Staff
3. Able to help solve problems
access to computer
powerpoints
hours to operate
TOP 3:
1) Good help desk support
2) Happy with lab being open 24 hrs
3) Good software availability
49
Angelo State University
Information Technology Survey - 2007
Respondents were then asked to offer suggestions on how to improve technology
services. Listed below are all of the comments and the corresponding survey number. All
answers that were blank have been omitted.
RESP #
001
003
008
009
010
011
014
016
017
021
022
024
025
026
027
028
029
030
033
034
035
036
037
038
043
045
047
051
053
059
060
062
065
069
074
075
1) More training for IT personnel on customer service.
No suggestions
No suggestions
1) More 24 hr labs i.e. Library lab
Changing Ramport to often (updating) it is a pain to have to go to Ramport and long on then
log on again in Blackboard.
make sure all computers have all the same programs and make color printing easier.
More information like daily so students can know more and learn more everytime they get
on a computer.
Don't let the skinny small brown headed guy help. I saw him lose an entire typed project for
a girl by trying to help her save. Then he was like, o well, nothing I can do.
more computers
everything
Look into checking out laptops for student use during a semester.
Blkboard, color printing
More computer space
None... You're doing a good job
No suggestions
I don't know I like things the way they are now.
it is already good.
I think there is a need for better lab assistants. Lab assistants should be neutral agents as far
as personalities are concerned. They are there to assist students no matter what their personal
opinions of that person are. It looks bad when lab assistants are loud and disruptive during
lab hours.
make resident room Internet faster to slow at the moment
have more labs open 24 hrs.
the quiet is not enforced
wireless internet improvements for laptops info on wireless internet classrooms with plugs
at desks for laptops
Friendlier more aware staff
More available hours to labs
nothing
areas for laptops
when calling IT provide help
nothing
Everything is good
more knowledge
Promote more
nothing
Computer software More computers Faster computers
They are doing a good job as it is
That they inform you of such services; VPN and etc.
be more productive let more students know about their services
50
Angelo State University
Information Technology Survey - 2007
076
077
081
082
083
084
085
090
094
095
096
097
098
099
100
101
102
105
108
110
112
113
115
116
118
121
122
123
124
127
128
132
133
134
135
137
139
142
143
144
145
146
149
be able to access wireless internet everywhere easily on campus
Block Junk mail on ramport
no suggestions
Nothing
Info on how to access the wireless with help desk
faster connection
more computers around campus laptop availability faster internet/computers updates on
all electronics
Better internet connections in the residence halls & wireless
More cute girls working in the computer lab! Like the one who gave this survey
have more hole punchers & staplers available
Provide more staplers and hole punchers
more staff, improved technology
no comment
faster internet in residence halls
Quiet hours in lab are enforced
More computer space because its always full in the morning
To put more services available on computers for eg communication programs
More lab space
Put up better access to wireless networks in Texan Hall. People helping need to know more
about troubleshooting because they never know the answer for me.
more computers
Try & be more helpful.
better connectivity music downloading capability faster loading
Faster loading or connection
don't care
1) more lab areas. It sucks when you get out of a class and there are no computers. Even
another library would help.
n/a
None
None
make more technology available off-campus
Put a duplexing printer in MCS.
More computer labs.
Employee's should be friendlier! The Firefox doesn't let me get on the internet sometimes.
N/A
More printers with color
I can't suggest too much because I believe they are doing just fine!
Having more access to wireless internet in classrooms.
I highly suggest making music download easier throughout campus.
Again… I don't know
I don't know
make the wireless internet easier to log on to
Quieter time in the labs. Lately they have had a lot of
they do a good job!
group work going on in them.
Revamp internet in the dorms
Be more helpful Talk to the students that come in Just ask "Can I help you?" Most people
don't ask so not to sound stupid
51
Angelo State University
Information Technology Survey - 2007
150
151
152
155
156
157
158
159
161
165
166
167
168
169
171
172
173
174
175
176
177
178
180
181
184
185
191
192
193
194
196
Space/more computers, Improve headsets and amount of headsets, update programs to Vista
People who know a little more about ALL of the programs provided. Scanners hooked up 2
all computers or clearly identified which ones are.
Have more multimedia access available.
more knowledge about software problems
better color printing. Make sure all computers can actually print.
Faster long-in on computers in MCS
Access to experts who can help (hotline)
more free software
your techs need to understand that the public using these services may not understand much
about computers. Please speak to them in layman's terms, and don't treat them like idiots or
small children just because they know less than you do.
1. more friendly, helpful computer lab staff 2. computers take a long time to sign on
Enforce noise restrictions, Extend weekend hours, Improve ramport email account (Address
book!), Music downloading service would be nice, Improve kiosks (they log out on you and
are a bit confusing)
Offering longer computer lab hours especially up-stairs of the library Offer more quiet
rooms or rooms only for group work
Be more friendly Do not act like a "know-it-all"
They need to give free stuff
I like it when techs walk around the room to be sure everything is running smoothly. I like
being able to access someone immediately instead of walking up to the desk and waiting 510 minutes for service.
Possibly could call into MCS lab & reserve a time you can go in. Or have a computer lab to
reserve times people can go after work because many of us work late & only computer lab at
night is full
They need to put out more information about what they offer
Improve Ramport's visual quality
Access for laptops in more areas, being able to access software from any computer off
campus
not so great internet connection in honors lounge ramport e-mail not so great library RamCat is flawed (if that's) area
Make VPN Client more compatible with laptops Improve Internet in residence halls
a way to access all of the software off-campus
Make software that is available in the labs available for students at home (especially for
commuting students that can't walk to the labs in the middle of the night. Also improve the
wireless access in the Residence halls. I can't sit on my couch and be on the internet at the
same time!
Get more Macs!
Get rid of ramport Let us choose if we want to do something online or in person Like
getting our parking permit for next year. Other than that great job.
Train technicians more thoroughly Help the technicians be more friendly
Allow better (quality) headphones check-outs at the comp. lab
When someone asks for help in a lab show them how to perform the task in question instead
of just doing it for them
Ramport easier to navigate
It is good now I do not know enough about technology to know of something worth
improving
more qualified employees at the help desk. There have been times my computer would not
work if my software I was working on and the assistant would just say to reboot with no
explanation.
52
Angelo State University
Information Technology Survey - 2007
197
198
199
200
201
203
204
205
208
209
210
211
212
215
221
224
227
228
230
232
234
236
237
240
242
243
244
246
248
251
255
258
260
266
270
271
278
280
284
289
290
291
297
make it easier to burn a CD make sure your staff know their stuff Better wireless and
network service
Takes more money to make more money $$$
keep noisy and rowdy people from the designated CS room or designated quiet rooms!
making programs like Daedalus or other specialized programs for certain classes available
on all computer on campus.
Music service for downloading open on weekends - all the time ??
More P drive space
Free software Speed up Internet access on campus
"Clickers" : Why is it necessary to more than one clicker? The cost is too high and it would
be more convenient to standardize the classrooms
nothing noted
A group working area.
Let students maybe checkout more laptops.
More technology educated employees
More computers available during "peak" hours
More computers
Encourage more people to do things on-line or just do away with the paper and do it all online
Make it more of study place than a social setting
Better technology Access to applications outside of labs More services
Higher technology
more knowledgeable about the color printer
Not charging to copy Not charging to color print
Force all teachers to post grades on Blackboard
Newsletter Send e-mails to update students
More computer labs
No seats during busy hours No room for book
People who are more computer savvy
Put one in Texan
Better and faster Internet
None
Faster Internet and less pop-ups or disturbances while on the computers in the computer labs
They need to be cleaner
Work on the wireless internet in the dorm my signal is very low so I switched back to cable
More knowledge about problems encountered Somewhere to go to learn about all
technology that is available
Have wireless networks stronger not fading
More rooms w/ computer access for students
Keeping the quiet room in the lab a quiet room
More access from home would be good
Spam filters for ASU e-mail Virus blocker (firewall) for ASU e-mail
nothing - pretty satisfied
Possible more workers & printers in labs
More computers in MCS during peak hours
Nothing
Grant WLAN users access to printers also more printers available and some laptop
workspaces outside of the labs
Faster, more updated PCs, Easier wireless setup
53
Angelo State University
Information Technology Survey - 2007
301
302
303
310
314
315
320
322
323
324
327
328
330
331
333
334
336
339
343
344
346
More advancement in computers
More computers
Good job
I think everything is ok.
I don't use the technology resources enough to offer criticisms or suggestions I just use the
stuff at my parents' house
Enforce quiet hours Speed up log on process
More computers
I've never called in for help but asked in the lab & have never gotten anyone who could
answer a question.
more info 4 wireless networking for personal computers
Make people be quiet when you're in there, it's not a time to socialize!! Other people are
trying to get stuff done.
more hours & lab
Don't make it so hard
more up to date stuff & free color printing
free color printing, free music downloads
A policy of quietness is enforced More color printing availability
Make it easier for group work
Enforcement of the 5 P.M. to 8 A.M. Quiet Room designation in the MCS Lab.
1) Place kiosks in the dorm rooms (common areas like the lobbies) for students who need
information from the internet in the evenings but do not own a personal computer or lap top.
2) Make color printing available in more labs.
There's not much else I have to say! The services are wonderful. :)
The computer lab hours during the weekend are awful. I mean I usually wake up a 9 and
think that I can go in here and print something before breakfast so I can study for the rest of
the day, but I can't. This has happened to be a few times and I find it very frustrating. The
hours during the weekdays are very good though.
I do feel like the piano lab in the EFA needs extended hours, or at least music majors could
use more computers with Finale available on it. The problem is that Finale is such a massive
music writing program that having other programs on the same computer, unless you just
have a suped up computer, will slow it down to the point of frustration. But if the music lab"
had more friendly hours that would be a big help. Especially considering that I'll probably
need to use that lab and won't be able to be on campus at all during the hours it's available.
Having the piano lab open just a few hours a day when students have compositional projects
to work on is just unacceptable to me
Let me pay with cash to print in color. I hate the OneCard and don't want any of my money
on it.
Ban cell phones in the labs. Peoples ringers these days are too loud and they let them ring
for forever as if I'm enjoying their music ringtone.
348
349
Don't let people constantly yell across the labs.
Keep doing surveys and ask us
more knowledge on programs
352
356
There have been times I have needed assistance with a program and they were unable to
provide it.
NA
more info on features, better email service, better communication
54
Angelo State University
Information Technology Survey - 2007
360
363
364
366
367
368
370
371
372
375
376
377
378
379
380
381
382
383
385
388
389
390
labs should be open 24/7 because people have different schedules; they should also have fax
machines
Make sure your technology works...ALL THE TIME! Not just once a month. Hire more
qualified people. If someone on your staff is rude...fire them.
I would suggest that the MCS lab either be expanded, or perhaps rearranged to provide a
more spacious working environment, and perhaps fit in more computer terminals to
accommodate a larger capacity of students during peak hours.
more labs
i would suggest allowing students to check out lap tops to keep with them year round, i
would also suggest allowing these lap tops to be used in classes with heavy lectures. I think
the technology department should provide more things for students to use so they can better
prepare for classes.
get someone in here that is more familiar with Maple and equation editor. teach the
professors to properly download their stuff on Blackboard so it doesn't refuse to print and
cause other problems.
provide sanitizing wipes for students if they want to wipe down keyboards/mice.
More Workers
I don't know if this is the appropriate place to make this suggestion, but please please
PLEASE... ENFORCE a quiet" rule in the labs. There's a sign that says "Please be
considerate of others" but it's NEVER enforced. Students sometimes come in chatting very
LOUDLY. It\\'s extremely distracting and frustrating. The lab assistants never do anything
about it and are sometimes guilty of it themselves. I once sat next to a girl who's cell phone
went off every two minutes for an hour and no one ever asked her to silence it. I would have
done it myself but it wouldn’t have been pretty. I come in the labs to do large amounts of
class work and I sometimes have to visit several labs because there's so many students
hanging out on "Myspace" (also annoying though I don't think you can do anything about
that) Anyway
Getting the flash program from Macromedia in order to help setup a class to learn the
program.
I've found Ramport pretty frustrating. I've had to show several fellow students how to check
their ramport email. It's difficult to navigate. I also wish that ramport had more information
about the services available to us, like what kind of software/hardware we can get. I'm not
sure if that information is already on Ramport, but it's to much of a pain to try and find out.
n/a
it makes you look stupid when you spell forward wrong
I can't really think of anything right now, so just a little fun fact since I didn't think of
something right away, ya'll are obviously doing things right.
Train the Lab Assistants better.
Keep doing what you are doing. The only complaint if any is the temperature. It is
extremely too cold for people like me. But hey, I'm not complaining about a lab I have
access to 24 hours a day. Thank you for caring for your students and those late dedicated
night owls who need the extra hours.
More color printers, so all the labs have one; instead of having to go to another building to
find one.
better headphones, faster internet, and being able to download stuff without a admin account
maybe checking on students more rather than sitting around waiting, checking printers often
not when asked
offer more reduced priced software
have better headsets to check out
Improve wireless in the UC pool area. I work there and would like to take my laptop and do
my homework.
To have all of the programs that are in the MCS in other computer labs.
55
Angelo State University
Information Technology Survey - 2007
391
392
399
401
404
405
406
Enforce QUIET" in the "Quiet Lab." It is a joke."
get the workers off their butt
Keep doing what you do.
Stronger wireless internet connections throughout all the residents halls.
Build a big computer lab on both sides of campus with enough terminals to satisfy student
needs. Although I purposely avoid peak usage times and crowding, on rare occaisions it
cannot be avoided. It can be frustrating to sometimes walk into a lab, and all terminals are
full with no availability in near sight. I dislike it when classes use the computer labs as well.
I know the cost of cubicles for workstations would increase fees on campus, but it would be
nice to have for future lab expansions (perhaps implementing cubicles in the library lab [not
the 3rd floor] can be considered). It gives a sense of privacy and comfort when working on
school projects or personal activities in big labs.
provide more access to more software
1. Make a mini-lab in the Physics lounge with 2-3 desktop units and a banked printer.
2. Allow network access from home computers, with access to network software for use
only.
407
3. Pursue the laptops-for-checkout idea.
Provide areas for personal laptop use on campus for wireless internet
provide more color printing with a more accessible and convenient way of paying. have
deposit machines in each lab and a notice on the color printer telling the student how to pay
for color printing
408
410
416
419
420
424
provide video cameras for personal use as well, example: to use for job interviews/tapes, etc
There should be access to the computers for people who are doing things on software that is
found only at ASU. There have been several times that I have not been able to get work done
for people playing"."
The assistants in the labs and people who answer the help desk phone need to be able to
actually help you! I have had very little luck with finding assistants who can help me at all
unless I go to the main lab. Even there I have had difficulty getting help. It took me two
semesters to gain access to my P drive.
Better more qualified helpers
The student workers need to have a clue when it comes to computers. some of them the only
computer experience that they have is myspace. the female student worker in the Carr
computer lab on Wednesday nights can’t solve any problems. her favorite answer is
UHHHHHH. The instructor gets frustrated when the girl can’t help at all. I feel that if the
computer lab is to be quiet then the student assistants shouldn’t be in the 3rd floor library lab
on Sundays while he is working and talking on the ASU phone about who he hooked up
with on Saturday night. It is so annoying and rude. he talks loud enough so that everyone can
hear him.
I would like the computer lab in the education building to be open on Saturdays.
1. More tech toys
2. More programs to create DVD presentations for class
425
3. Extra seminars on programs that are not actual classes. ie. night of excel to teach basic to
advanced excel use.
quiet area means quiet, worse in those rooms than main area
56
Angelo State University
Information Technology Survey - 2007
Most frequent suggestions for improvement:
1.) More computers
2.) More knowledgeable student workers
3.) Enforce QUIET in the quiet lab
4.) Improved wireless access
57
Angelo State University
Information Technology Survey - 2007
REFERENCES
“About Us” Section of Office of Information Technology at Angelo State University.
Retrieved April 22, 2007, from http://www.angelo.edu/services/technology/about_it.htm.
Angelo State University’s Information Resources Strategic Plan 2005-2009. Retrieved
April 22, 2007, from http://www.angelo.edu/presidentialsearch/documents/ASUIR_Strat_Plan_2005-09.pdf.
Hughey, David. “ASU Computer Lab Survey.” Written for Dr. S. Chawla’s Business
Research Methods course. (1999).
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. “SERVQUAL: A
Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal
of Retailing 64.1 (1988): 12-40.
58