Information Technology Survey 2008
Angelo State University
ABSTRACT
The Information Technology (IT) survey has been used to obtain information about the
technology services provided by Angelo State University for several years. Since
services are implemented for students’ use, the feedback from the survey helps the IT
department identify trends and needs in the technology area from the students’
perspective. The results are then used to determine how to allocate funds between
improving current services and developing new services that students request.
During the 2008 spring semester, surveys were distributed from March 4th to April 10th.
There was a hard copy version of the survey that was distributed to classes throughout
campus. Although classes were randomly selected, an attempt was made to include
students from all the colleges. There was also an electronic version of the survey that
was available online. Two different methods were used to promote participation using
the online version of the survey. As in previous years, a link to the survey was placed on
all computers on campus inviting students to participate and give their opinion. Also, the
assistance of all professors that taught a class in a computer lab was solicited. Those
professors received an email that urged them to direct their students to the survey link.
The number of surveys completed was 534, with 261 paper surveys and 273 online
surveys being returned.
Using the findings from previous SERVQUAL analysis, three dimensions of service were
found to be relevant when measuring students’ satisfaction with the IT department at
ASU. The three dimensions, along with the characteristics that make them up, are
described below.
Staff (Factor 1) display the following characteristics:



Assurance - Knowledge and courtesy of employees and their ability to inspire
trust and confidence
Empathy – Providing care and individualized attention
Responsiveness - Willingness to help customers and provide prompt service
Services (Factor 2) display the following characteristic:

Tangibles – Appearance of physical facilities, equipment, and personnel
Professionalism (Factor 3) display the following characteristic:

Reliability - Ability to perform the promised service dependably and accurately
Factor analysis was used to determine what variables made up each dimension of service.
Once the variables were grouped into the appropriate factor, a SERVQUAL score was
calculated for each factor using the model below:
Q = PERCEIVED – DESIRED
Information Technology Survey 2008
Angelo State University
The SERVQUAL score measure the difference between a student’s perceived satisfaction
level and a student’s desired satisfaction level. A mean score was then calculated. The
graph below shows the SERVQUAL mean score for each factor.
SERVQUAL Mean Scores
-0.46
-0.47
-0.48
-0.49
Factor 1
(Staff)
Factor 2
(Services)
Factor 3
(Professionalism)
-0.498
-0.5
-0.51
-0.527
-0.52
-0.53
-0.54
-0.558
-0.55
-0.56
-0.57
The results show the biggest difference between a student’s perceived level of
satisfaction and their desired level is in Factor 2 – Services. For services, the average
difference between perceived and desired satisfaction level is -0.558. Below are several
recommendations that we feel will decrease the margin for Services:
Computer labs need to provide and make available more software and hardware
for students to complete their assignments.
Staff needs to provide routine test and maintenance to ensure software and
hardware operates smoothly.
Computer labs need to provide a wider variety of software, both educational and
entertainment.
Personal disk space provided on the server (P: drive) needs to be increased.
After analyzing the feedback provided by students in Part III of the survey, we suggest
the following:
Although the IT department does a good job of providing multiple services to the
students, many of the software programs are not available in all the computer
labs. Students don’t find this convenient because the lab that contains the
Information Technology Survey 2008
Angelo State University
program they need may not be open 24 hours. Students want all the software
programs to be available at every computer lab.
Students are no longer satisfied with having lab assistants that have basic
computer knowledge. They want the lab assistants to have more expertise and be
able to support the software programs that IT offers.
Students know that the IT department provides many services to the students.
Many students mentioned that they would like to be more informed about what
those services are. Many times they don’t know about the availability of a service
until it has been around for a semester or two. The IT department needs to
promote their services more in order for students to take full advantage of them.
Last, most students requested for a faster log on time.
This report goes into detail on the analysis that was done to reach the conclusions
provided above about the data that was collected. Also, complete results of all the
questions in the survey are summarized.
Information Technology Survey 2008
Angelo State University
INTRODUCTION
Angelo State University seeks to provide students with Information Technology facilities
that will help students develop their educational goals. The Information Technology (IT)
Department goal is to provide quality services to students, faculty and staff at Angelo
State University and meeting their network needs.
The IT department counts with eight computer labs, seven of which are managed by IT
for general student use, “…there are over 700 computers available for student use. The
university has adopted a refreshment cycle of three years for all student use computers
and peripherals located in student computer labs and specialized classrooms.” (ASU
website) to offer customers the most up-to-date technology available. With the constant
updates for technology equipment and services available came the development of a
customer satisfaction survey that allowed IT to obtain information on how students
perceived the new services and equipment available.
The IT survey started in 1997, and it has been conducted yearly since then. The results
from this survey help the IT department to obtain students’ overall satisfaction level with
the IT department’s service level and the new technology and equipment that is available.
They also receive good feedback from the students on areas to improve and what new
services to implement.
SURVEY DESIGN
The IT survey has been modified over the past ten years. It consists of three parts. Part I
focuses on service quality and uses the SERVQUAL instrument that was developed by
Zeithaml, Parasuraman, and Berry. Part II was developed by the IT staff and obtains
students’ opinions on services provided and gauges students’ familiarity of available
services. Part III is used to obtain demographic information of students. It also gives
students an opportunity to make recommendations on what services they would like to
see in the future.
Part one uses the SERVQUAL instrument developed by Zeithaml, Parasuraman, and
Berry. It consists of twenty-four questions scaled from 1 (low) – 9 (high) scale. Each
question has two scales, one measures the students’ desired service level and the other
one measures their perceived service level. In their original study, Zeithaml,
Parasuraman, and Berry developed seven dimensions. These seven dimensions were:
Communications, Credibility, Security, Competence, Courtesy, Understanding and/or
knowledge of customers, and Access. However, only five dimensions were noted in the
end because the researches had difficulty maintaining distinction after two stages of scale
purification on two of the dimensions.
In research done by David Hughey, three dimensions of service were identified using
factor analysis. “With the limited number of samples returned in the ASU surveys it is
not possible to maintain the distinction for the five dimensions noted above. Some
manipulation of the author’s five dimensions is in order. So, as Parasuraman and
Information Technology Survey 2008
Angelo State University
company combined seven dimensions into five, five dimensions can be combined into
three dimensions for use at ASU.”
To the twenty-four existing questions, question 25 was also added.
measured the students’ overall satisfaction with the IT department.
Question 25
Part II of the survey has been modified according to the new services and product
offering that the IT department makes available to the students. Each year, the IT staff
determines what services they want to receive feedback from. Also, they provide the
students with several ideas of future product offerings and services.
Part III of the survey contain questions for demographics. Also in Part III, there are
questions that allow the students to provide feedback on what they particularly like about
what IT has to offer and what they want to see improved.
DISTRIBUTION AND ANALYSIS
To gather data, a one stage cluster sample was administered. Surveys were distributed
from March 4th to April 10th. There was a hard copy version of the survey that was
distributed to classes throughout campus. Although classes were randomly selected, an
attempt was made to include students from all the colleges. There was also an electronic
version of the survey that was available online. Two different methods were used to
promote participation using the online version of the survey. As in previous years, a link
to the survey was placed on all computers on campus inviting students to participate and
give their opinion. Also, we solicited the assistance of all professors that taught a class in
a computer lab. We emailed those professors and urged them to direct their students to
the survey link. The number of surveys completed was 534, with 261 paper surveys and
273 online surveys being returned.
All the surveys were input in Microsoft Excel. They were then imported into SAS 9.1 so
statistical analysis could be run on the data.
The first statistical test done on the data was a factor analysis to determine what variables
made up each factor. Although the existence of three dimensions of service has been
established, the variables that make up each factor can change from year to year. When
running factor analysis, only the perceived variable for each question was used. After
running the factor analysis, the variables were grouped in the following manner to make
up each factor.
Staff
Services
Professionalism
Factor 1 = A2+A4+A6+A8+A10+A12+A14+A16+A18+A20
Factor 2 = A38+A40+A42+A44+A48
Factor 3 = A22+A26+A28+A30+A34
Information Technology Survey 2008
Angelo State University
Based on the factor analysis results, the following shows what questions make-up each
factor.
Staff (Factor 1) is based on the following questions:
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 has 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 (Q7)
Q8 - Computer lab staff who give me personal attention (Q8)
Q9 - Staff who have the knowledge to answer my questions about software and
hardware.
Q10 - Providing computing services as promised in the ASU catalog, computer lab
brochure, or web page
The above questions are grouped into Factor 1 because they display the following
characteristics:



Assurance - Knowledge and courtesy of employees and their ability to inspire
trust and confidence
Empathy – Providing care and individualized attention
Responsiveness - Willingness to help customers and provide prompt service
Services (Factor 2) is based on the following questions:
Q19 - Counting on the computer labs to have the software and hardware I need to
complete my 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
Q24 - Disk space provided to me on the server (my P: drive) is adequate for my data
storage
The above questions are grouped into Factor 2 because they display the following
characteristics:
 Tangibles – Appearance of physical facilities, equipment, and personnel
Professionalism (Factor 3) is based on the following questions:
Q11 - Services provided at times listed
Information Technology Survey 2008
Angelo State University
Q13 - Computer lab staff can be distinguished from other students and are easy to
identify
Q14 - Ability to find an available work station 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
Q17 - Computer lab staff who are dressed appropriately for their position
The above questions are grouped into Factor 3 because they display the following
characteristics:
 Reliability - Ability to perform the promised service dependably and accurately
Three of the twenty-four questions were dropped. The following questions were dropped
because the factor analysis assigned them to more than one factor.
Q12 - A visually appealing computer lab (i.e. neat, clean, and organized)
Q16 - Convenience of normal operating hours to personal schedule
Question 18 was not assigned to any factor and was dropped for that reason.
Q18 - Computer response time during log-in or application loading.
After running the factor analysis to determine what questions belong to what factor, the
next step is to calculate the SERVQUAL score using Gap Analysis. The SERVQUAL
score compares the difference between the students’ desired service level and their
perceived service level. A score, depicted by variable Q, for each question is calculated
using the model below:
Q = PERCEIVED – DESIRED
Once each question has been assigned a score, the next step is to obtain a mean score for
each factor. The model below shows how the means were calculated:
Factor 1: Score 1 = (Q1+Q2+Q3+Q4+Q5+Q6+Q7+Q8+Q9+Q10) / 10
Factor 2: Score 2 = (Q19+Q20+Q21+Q22+Q24) / 5
Factor 3: Score 3 = (Q11+Q13+Q14+Q15+Q17) / 5
The mean for each factor, score x, was obtained by adding the questions for each factor
and dividing the sum by the number of questions that made up that factor. The means for
each factor are as follow shown in the table and graph below:
SERVQUAL Mean Scores
Factor 1 (Staff)
Factor 2 (Services)
Factor 3 (Professionalism)
-0.498
-0.558
-0.527
Information Technology Survey 2008
Angelo State University
Another score that was calculated was ScoreT using the following model:
ScoreT = Score 1 + Score 2 + Score 3
ScoreT was then used to run a correlation with Question 25. Question 25, the last
question in Part 1, measured the students’ overall computer lab satisfaction level. The
values obtained using the Cronbach alpha are as follow:
Cronbach Coefficient Alpha
ScoreT x Overall Satisfaction
0.799
The results from a Cronbach alpha correlation runs from a scale 0 to 1, any value above
0.6 indicates satisfactory internal consistency; anything under this number will be not
satisfactory. These results indicate a high level of internal validity.
Once the means for 2008 were calculated, data from other years was collected in order to
gauge the improvement or downgrade of the services. A comparison of the SERVQUAL
means is shown below. Data was not available from the year 2000 to 2004. These years
have been omitted from the graph. For data provided, Factor 1 has shown consistent
improvement from year to year. Overall, Factor 2 has also shown an improvement. In
the last few years, the mean for Factor 3 has decreased.
SERVQUAL Means Comparison
0
-0.2
-0.4
-0.6
-0.8
-1
-1.2
Factor 1
Factor 2
Factor 3
1999
-0.936
-1.047
-0.302
2005
-1.069
-0.942
-0.888
2006
-0.63
-0.581
-0.291
2007
-0.73
-0.646
-0.366
2008
-0.498
-0.558
-0.527
** Factor 1 = Staffing; Factor 2 = Services; Factor 3 = Professionalism**
Information Technology Survey 2008
Angelo State University
RESULTS
Part I of the survey pertained to the SERVQUAL analysis and was explained above. The
results from the SERVQUAL showed that the largest gap between the perceived
satisfaction level of students and the desired satisfaction level was in Factor 2, with a
mean score of -0.558, which is Service. This result indicates that the IT department
needs to focus its attention on improving this area. The next factor IT would want to
analyze and improve is Factor 3 with a mean score of -0.527 followed by Factor 1 whose
mean score was -0.498. Factor 3 showed the closest margin between the students’
perceived and desired satisfaction levels.
Part II of the IT Customer Satisfaction survey was collected information on technological
equipment that the students own and also revealed students’ use of the services provided
by the IT department. The results provide insight on students’ familiarity with the
services provided by IT. The results are summarized below.
When respondents were asked about owning a personal computer or laptop, 92.91% said
yes, and 7.09% said no. In addition, respondents were asked to identify all the types of
personal computer or laptop they own: 253 students indicated they own a personal
desktop computer with Windows, 332 own a laptop computer with Windows, 6 students
own a desktop computer Mac, 17 own a laptop computer Mac, and 14 students indicated
they own a Linux personal desktop computer and 6 own a laptop computer Linux.
Students were also asked to identify what other devices they own: 396 students own a
printer, 487 own a cell phone, 103 own a Smart phone, 389 own a music device, 442 own
a USB jump drive, 413 own a digital camera and 282 students own a gaming device.
The most common medium selected by respondents to store data was the USB drive with
66.6%, then the P drice with 29.06%. Nowadays, only 4.34% of students use floppy
disks.
About 58.99% of the students indicated that they use commercial broadband services to
access the internet the most frequently. 35.78% of respondents use the school-operated
network with 23.21% using the computer labs and residence halls and 12.57% using the
wireless network available on campus. Only 5.22% of respondents indicated they used
the school-operated dial-up.
Of those students who indicated they own a laptop, 52.25% said it is not set up for
wireless using Clean Access. Of the 47.75% of students that are set up for wireless, 89
respondents said it was easy to set up, 90 students required assistance from the Help Desk
and 32 required assistance from a friend.
The question related to the usage of wireless on campus and how often per semester
showed the following answers: 89 students use it in the classroom with the highest
frequency of usage, at 38.32%, being 1-2 times per semester. 108 students use wireless
in hallways, lobbies, etc but only 1-2 times per semester. In the residence halls, 103
student use the wireless connection on a daily basis. That was 71.05% of the respondents
Information Technology Survey 2008
Angelo State University
that indicated they use the wireless at the residence halls. In the library or UC, 105
student access the internet using wireless but 34.48% of the respondents do this 1-2
times.
When respondents were about not being finding wireless signal while trying to access the
internet in a building, 79.37% said they hadn’t encounted this issue. 20.63% of
respondents had problems connecting. The most frequent mentioned buildings are as
follow: residence halls, between major buildings and University Center.
Interest for having wireless access outside is as follows: 40.09% of students are very
interested, 22.94% interested, 19.82%somewhat interested and 17.15% not interested at
all. The primary outdoor places mentioned where students want to have wireless
connectivity was “everywhere”. Specifically, respondents also mentioned outside the
University Center, slab, between class buildings, lake house, parking lot, cafeteria, and
home.
When asked what materials they print in the computer labs, this is what respondents said:
22 students said they do not print in labs, 467 print assignments, 438 lecture notes, 422
research materials for class, and 279 materials for personal use. The question that
followed was also related to printing. The next question asked if the printing limit
affected students printing habits in computer labs. 11.76% of respondents said “yes”.
81.34% of respondents said it had not affected their printing habits, and 6.9% of students
were not sure.
With regards to the awareness of the new ASU Alert system, 85.96% of the students are
aware of the new service, and 14.04% of students are not. The following shows the
results of the affects that the implementation of the ASU Alert system has how safe they
feel on campus. 53.55% of students feel the same security level as before, 32.82% of
students feel somewhat safer, 12.09% feel much safer and 6.9% feel less safe. The
preferred method to get the alerts was thru text message with 49.61% followed by e-mail
with 33.98%, other 8.49% and voice message with 7.92%
Out of the options provided for students to rate as potential additions of non-emergency
information that can be sent to them using ASU Alert, respondents indicated the
following: 37.26 of students would like to receive general registration information,
43.82% would like bill payment reminders, 30.14% would like to receive campus events,
and 3.9% would like to receive other type of information such as cancellation of classes.
36.89% of respondents indicated they wanted to receive only emergency type messages.
When asked how often students check their ASU email account 52.67% said daily,
32.44% weekly, 8.40% monthly, 4.39% 1-2 times per semester and 2.1% said never.
Students were asked about the frequency in using Wikis, RSS Feeds, Forums, and Blogs.
For all of these services, the large majority of students responded “Never”.
Information Technology Survey 2008
Angelo State University
When respondents were asked how often they use their cell phones or smart phones to get
information off the Internet, only 12% of the students uses their cell phone to get
information off the internet. The large majority, 57% of the respondents, answered
”Never.” Another question involved with smart phones was if students ever viewed the
ASU webpage via this device. Only 8.6% said yes while 91.4% responded they had
never seen it via smart phone.
There were a couple of questions that pertained to the new design of the ASU webpage.
65.97% of respondents indicated they liked the new design of the webpage, and 10.84%
didn’t like it. 23.19% of respondents were not sure. The next questions asked if they
found the new design easy to navigate. 68.44% of respondents said yes, 14% said no and
17.55% were not sure.
Respondents were asked how interested they would be in having the opportunity to check
out a laptop for use in gathering areas. 48.38% of respondents said they were not
interested at all. Only 12.19% of students said they were very interested.
The question that asked how many school projects students had been a part of that
required the use of a computer had the following results:27.46% said at least 3-5 projects.
Also related to group project was a questions that asked for the interest level of students
in having more groups areas with computers available. 74.05% of the students said
“Yes.”
A few questions related to podcasting were asked. The first question asked if the students
would be interested in taking a class where the teacher offered material via podcasting.
34.79% said they were not interested at all, 39.35% were somewhat interested, 15.40%
were interested, and 10.46% were very interested.
Students were asked how many multimedia presentations the students had created for
their classes, with 7.2% stating ‘none’, 18.18% stating ‘1-2’, 28.6% stating ‘3-5’, 22.92%
stating ‘5-10’, and 23.11% stating ‘more than 10’. When asked how interested they
would be in having access to a multimedia room to practice presentations for classes,
42.5% said they were somewhat interested and 25.24% were interested.
The students were asked to give an overall grade to the ASU technology services, 43.41%
awarded them an A, 44.71% B, 9.94% C and 16.32% D. Nobody graded the services
below D.
A table was presented to students were they can rate the services provided by the IT
department, first by awareness, usage of service and at the end satisfaction with the
service used. The main five services students were aware of were: Ramport email,
blackboard, help desk assistance, ASU Alert, and MCS lab room quiet hours. Out of the
services offered the top five services that students had used are: Blackboard, Ramport
email, help desk assistance, ASU alert, and MSC lab room quiet hours.
Information Technology Survey 2008
Angelo State University
A list of future services was presented to students; they had to rank the services in order
of importance. The following shows how students ranked the orders with 1 being the
most desirable and 4 being the least desired:
1. Providing personal assistance for you personal computer
2. Providing access to a music downloading service
3. Providing wireless access in the outdoor areas on campus
4. Laptops to be checked out for campus use.
The last question of Part II was to give an overall satisfaction grade with the ASU
technology services. This question was asked twice but each question used a different
scale. The results are as follow: 51.82% students overall satisfaction was of 100% to
90%, 35.32% students graded from 89% to 80%, 10.56% from 79% to 70% and finally
just 2.3% of the students graded less than 69% overall satisfaction.
Part III is the demographics part of the survey as well as the two open questions about
recommendations for the IT department. Out of the 534 students surveyed this is what the
demographic present:
Gender: 52.44 percent of the students are females and 46.44 percent males and 1.31
percent did not respond.
Academic standing: 14.98 percent freshmen, 17.41 percent sophomore, 23.22 percent
junior, 32.39 percent seniors, 10.30 percent graduate students and 1.68 percent of the
students did not respond the question.
Age: 36.14 percent of the student were under 21 years old, 46.81percent 21-25 years,
8.80 percent 26-35 years, 4.68 36-45 years, 1.68 percent over 46 years old and 1.87
students did not respond.
College of Studies: Business 26.77 percent, Graduate studies 5.24 percent, 29.21 percent
Sciences, Education 12.17 percent, 23.40 percent Liberal and Fine Arts and 3.18 percent
of the students did not respond.
Live on/off campus: 24.71 percent of students live on campus while 73.40 percent live
off campus. 1.87 of the students did not respond this question.
Respondents were given the opportunity to list the things they liked the most about the IT
department. The last question asked for input on what new services they would like the
IT to offer. For the last two open questions, we summarized the results in the top 4
answers respond by students.
It does well:
1.
2.
3.
4.
Helpful / Friendly
Computer Availability
Good lab hours
Software’s Available
Information Technology Survey 2008
Angelo State University
Improvements:
1.
2.
3.
4.
Apply quiet hours in labs
Faster computers / log in
Longer available hours in library labs
Better trained staff
STATISTICAL RESULTS
In conjunction with the analysis from the Distribution and Analsis section, other
statistical tests were run when analyzing the data. The following shows some of the test
that we ran.
ANOVAS were run between demographics and the 3 factors from the SERVQUAL.
According to the Tukey test the results are as follow:
For F1, F2, F3 versus Academic Standing, there was no significant difference
between the different levels of Academic Standing and the SERVQUAL factors.
Out of the three factors, F1 and F3 showed a significant difference with the
different age groups. Students in the age group of 36-45 years graded the staff
(F1) the highest with a score of 79.28 (upper level of mean is 90). They differed
from the age groups of 21 – 25 years and over 45 years who graded the Staff (F1)
the lowest, 67.972 and 66.00 respectively. The significant difference found in F3
(professionalism) and Age was for the group of over 45 years who had the lowest
mean of 27.889. This could be probably because younger people use the
technology services more frequently allowing them to stay up to date with the
latest services. They are more familiar with what IT has to offer and encounter
less issues. Older people may lack the knowledge with new technology and when
they do use the services available, their lack of familiarity may cause them to be
more frustrated and require more assistance.
The results from running ANOVAS between the Services provided on page 5 of the IT
survey and the demographics revealed only the following significant difference:
Ramport email (A149) versus Academic standing (A177) revealed a significant
difference for graduate students. They were the least satisfied with this service with a
mean score of 3.98 on a scale of 5. The following graph shows each academic group
with their respective mean score for the satisfaction level with Ramport Email.
Information Technology Survey 2008
Angelo State University
Anova (Ramport Email vs Academic Standing)
4.6
4.5
4.4
4.3
4.2
4.1
4
3.9
3.8
3.7
FR
4.1918
SOPH
4.4706
Chi Square was run for the following
variables:
For the awaremess of ASU Alert versus
gender, the Chi Square results revealed a
value of 0.0958. Since the value is less
than the required 0.05 value, the results
showed
no
significant
difference.
However, it is interesting to know that the
awareness of females is higher than males
for this service with 46.76% and 39.31%
respectively. The graph to the right shows
the distribution of awareness for ASU
Alert between males and females.
JR
4.1453
SR
4.061
GRAD
3.98
Chi-sq (ASU Alert vs Gender)
Female
46.76%
Male
39.31%
Chi-Sq (Gender vs Own a personal computer)
For the variables Gender (A177) versus
Own a personal computer (A51), a chi
square value of 0.0007 showed a
significant difference. More females own
a personal computer than males, with
51.45% and 41.78% respectively. That
distribution is shown on the graph to the
right.
Female
51.45
Male
41.78
Information Technology Survey 2008
Angelo State University
T-test was run to calculate to determine the significance between variables. The following
results show significant differences between the following variables:
Overall Satisfaction versus Gender presented a significant difference in means of 6.881
for males and 7.5562 for females on a scale of 1 to 9, with 9 reflecting the highest
satisfaction.
Overall Satisfaction versus Living on/off campus presented a significant difference.
Students living on-campus graded higher for overall satisfaction with a value of 7.4582
versus a score of 7.1724 given by students that live off-campus.
Factors 1,2,3 versus Gender showed a significant difference between gender and all the
factors. In all three factors, males graded staff (F1), services (F2) and Professionalism
(F3) lower than women.
Ramport Email versus Gender showed a significant difference between the two
categories. Females have a higher satisfaction with the service provided by Ramport
email than men.
RECOMMENDATIONS
The overall results of the IT Customer Satisfaction survey show that there are some areas
that students are satisfied with. This survey results have also identified areas where
improvements can be made. Based on the SERVQUAL results for 2008, services is
where there is the largest margin between perceived satisfaction level and desired
satisfaction level. For services, the average difference between perceived and desired
satisfaction level is -0.558. We suggest the following to be addressed first in order to
improve the perception of the service level that students receive:
Computer labs need to provide and make available more software and hardware
for students to complete their assignments.
Staff needs to provide routine test and maintenance to ensure software and
hardware operates smoothly.
Computer labs need to provide a wider variety of software, both educational and
entertainment.
Personal disk space provided on the server (P: drive) needs to be increased.
After analyzing the feedback provided by students in Part III of the survey, we suggest
the following:
Although the IT department does a good job of providing multiple services to the
students, many of the software programs are not available in all the computer
labs. Students don’t find this convenient because the lab that contains the
Information Technology Survey 2008
Angelo State University
program they need may not be open 24 hours. Students want all the software
programs to be available at every computer lab.
Students are no longer satisfied with having lab assistants that have basic
computer knowledge. They want the lab assistants to have more expertise and be
able to support the software programs that IT offers.
Students know that the IT department provides many services to the students.
Many students mentioned that they would like to be more informed about what
those services are. Many times they don’t know about the availability of a service
until it has been around for a semester or two. The IT department needs to
promote their services more in order for students to take full advantage of them.
Last, most students requested for a faster log on time.
By improving these areas, the main issues that students had with the service area would
be addressed. Other data presented in this report should be evaluated by IT personnel for
further information needed to make decisions
Information Technology Survey 2008
Angelo State University
RESULTS: GRAPHS
The number of surveys completed was 534, with 261 paper surveys and 273 online
surveys being returned. The following section contains a graphical representation of the
survey results. The graphs are displayed in the order they are arranged in the survey.
Part I
The following graphs show the results from the analysis of Questions 1 – 24. The scale
for these questions ran from 1 to 9 with 9 showing the highest satisfaction level. Each
graph shows the SERVQUAL mean score of each question for both the perceived and the
desired satisfaction level by factor. Note that Questions 12, 16, and 18 were not included
in any of the graphs since the factor analysis results showed that those questions were
assigned to more than one factor.
Staff (Factor 1)
9
8
7
6
5
Desired
4
Perceived
3
2
1
0
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q10
Information Technology Survey 2008
Angelo State University
Services (Factor 2)
9
8
7
6
5
Desired
4
Perceived
3
2
1
0
Q19
Q20
Q21
Q22
Q24
Professionalism (Factor 3)
9
8
7
6
5
Desired
4
Perceived
3
2
1
0
Q11
Q13
Q14
Q15
Q17
Information Technology Survey 2008
Angelo State University
Q25: What is your OVERALL satisfaction level with ASU computer labs?
Overall Satisfaction
9
8
7
6
5
Desired
4
Perceived
3
2
1
0
Q25
The graph below shows the SERVQUAL mean score for each factor. The closer the
value is to zero, the smaller the margin is between the perceived and the desired level of
satisfaction.
SERVQUAL Mean Scores
-0.46
-0.47
-0.48
-0.49
Factor 1
(Staff)
Factor 2
(Services)
Factor 3
(Professionalism)
-0.498
-0.5
-0.51
-0.527
-0.52
-0.53
-0.54
-0.55
-0.56
-0.57
-0.558
Information Technology Survey 2008
Angelo State University
Part II
Q.26a Do you own a personal computer or laptop?
8%
Yes
No
92%
Q26b The second part of this questions ask – What type of personal computer or laptop
do you own?
350
300
Number of Responses
250
Personal desktop computer
(Windows)
Personal laptop computer
(Windows)
200
Personal Ddesktop computer
(Mac)
Personal laptop computer (Mac)
150
100
Personal desktop computer
(Linux)
Personal laptop computer
(Linux)
50
0
Q27 Which of the following devices do you own? Check all that apply
600
500
Personal printer
Number of Responses
Cell phone
400
Electronic music device, e.g.
iPod
300
Smart phone
USB Jump drive
200
Digital Camara
100
Gaming Device such as Xbox,
PS2, Wii, etc
0
Information Technology Survey 2008
Angelo State University
Q28 What medium do you primarily use to store your data?
What m edium do you prim arily use to store your data?
4%
29%
Floppy Disk
USB drive
Network (P drive)
67%
Q29 During the academic year, what is your most frequently used method for access to
the Internet from your personal PC or laptop?
350
300
Number of Responses
250
Commerical broadband service
200
School-operated network service
(Lab or Residence Hall)
School-operated dial-up modem
service
150
School-operated wireless
network
100
50
0
Q30a If you own a laptop, is it set up for wireless on campus using campus Clean
Access?
48%
52%
YES
NO
Information Technology Survey 2008
Angelo State University
Q30b The second part of this questions ask about the setup of wireless – If so, was your
wireless access?
15%
42%
easy to setup
assistance from help desk
assistance from friend
43%
Q31 Where do you use wireless on campus and how often per semester? The student
responses are broken down into two different graphs.
Where do you use wireless on campus?
120
100
Number of Responses
In the classroom
80
In hallways, lobbies, etc around
campus
In your residence halla common
areas
60
In the library or University
Center
40
Other
20
0
How often per semester?
90
Number of Responses
80
70
In the classroom
60
In hallways, lobbies, etc around
campus
50
In your residence halla common
areas
40
In the library or University Center
30
Other
20
10
0
1-2 times
Monthly
Weekly
Daily
Information Technology Survey 2008
Angelo State University
Q33 Would you be interested in having wireless access available in outdoor areas?
200
180
Number of Responses
160
140
120
Not interested at all
Somewhat interested
100
Interested
Very Interested
80
60
40
20
0
Q34 When printing in computer labs, what do you print?
500
450
Number of Responses
400
350
I do not print in labs
300
Assignments
250
Lecture notes
Research materials for class
200
Materials for personal use
150
100
50
0
Q35 Has the printing limit affected your printing habits in the computer labs?
6.90%
11.76%
Yes
No
Not Sure
81.34%
Information Technology Survey 2008
Angelo State University
Q36 Are you aware of ASUAlert, the emergency notification system used to send
messages via ASU e-mail, voice, and text messaging?
14%
Yes
No
86%
Q37 How much safer do you feel now that ASUAlert is being used?
8%
34%
Much safer
Somewhat safer
Same as before
Less safe
50%
8%
Q38 What is your preferred method to receive an ASUAlert message?
300
Number of Responses
250
200
E-mail
150
Voice message
Text message
Other
100
50
0
Information Technology Survey 2008
Angelo State University
Q39 If ASUAlert were to be used for messages other than emergency type messages,
what type of non-emergency messages would you like to receive through the ASUAlert
system?
50.00%
45.00%
40.00%
43.82%
35.00%
37.27%
30.00%
36.89%
25.00%
20.00%
30.15%
15.00%
10.00%
3.93%
5.00%
0.00%
General Registration Information
Campus events (sports, UCPC, student government)
Other
Bill payment reminders
None, just use it for emergencies
** Other – Cancellation of classes
Q40 How often do you check your ASU e-mail account?
300
Number of Responses
250
200
Never
1-2 times per semester
150
Monthly
Weekly
Daily
100
50
0
Information Technology Survey 2008
Angelo State University
Q41 How frequently do you use Wikis, RSS Feeds, Forums, Blogs?
410
Number of Responses
360
310
260
210
160
110
60
10
Daily
Weekly
Wikis
Monthly
RSS Feeds
Rarely
Forums
Blogs
Q42 How often do you use your cell phone or smart phone to get information off the
Internet?
400
Number of Responses
350
300
250
200
150
100
50
0
Never
1 - 2 times per semester
Monthly
Weekly
Daily
Never
Information Technology Survey 2008
Angelo State University
Q43 Have you ever viewed the ASU webpage via smartphone?
9%
Yes
No
91%
Q44 Do you like the new design of the ASU Webpage?
400
Number of Responses
350
300
250
200
150
Yes
No
Not Sure
100
50
0
Q45 Is the new Web Design easy to navigate?
400
Number of Responses
350
300
250
Yes
200
No
Not Sure
150
100
50
0
Information Technology Survey 2008
Angelo State University
Q46 How interested are you in checking out a laptop to use in student gathering areas?
12%
12%
49%
Not interested at all
Somewhat interested
Interested
Very Interested
27%
Q47 How many school projects have you done that involved working as part of a group
and using a computer?
160
140
Number of responses
120
None
100
1-2
80
3-5
5-10
60
More than 10
40
20
0
Q48 Are you interested in having more group work areas with computer access?
26%
Yes
No
74%
Information Technology Survey 2008
Angelo State University
Q49 Would you be interested in taking a class where the teacher offered material via
podcasting?
10%
35%
15%
Not interested at all
Somewhat interested
Interested
Very Interested
40%
Q50 How many multimedia presentations (PowerPoint, audio, video, web pages, etc.)
have you created for your classes?
160
140
Number of Responses
120
None
100
1-2
80
3-5
5-10
60
More than 10
40
20
0
Q51 Would you be interested in having access to a multimedia room to practice your
presentation for classes?
16%
16%
Not interested at all
Somewhat interested
Interested
Very Interested
25%
43%
Information Technology Survey 2008
Angelo State University
Q52 If you were asked to give an OVERALL grade to the ASU technology services,
what would it be?
D
2%
C
10%
A
43%
B
45%
Q53 Services offered by ASU were listed in a table. For each service, awareness, usage,
and satisfaction level were measured. The following graphs show the results.
Were you aware of this service?
500
400
Yes
300
No
200
ASU Alert
Free McAfee Virus
Protection for
MCS Lab Room A
Quiet Area from 5
RamPort E-mail
Kiosks
0
Color Printing
100
Help Desk
Assistance
Number of Responses
600
Information Technology Survey 2008
Angelo State University
If Yes, have you used this service?
600
Number of Responses
500
400
Yes
300
No
200
ASU Alert
Free McAfee Virus
Protection for
MCS Lab Room A
Quiet Area from 5
RamPort E-mail
Help Desk
Assistance
Kiosks
0
Color Printing
100
Means for Level of Satisfaction (5 = Extremely Satisfied, 1 = Not satisfied at all)
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Means
Help Desk Residence
Assistanc
Hall
e
Internet
3.937
3.683
Kiosks
Dialup
Color
Printing
3.494
3.254
3.914
Wireless MCS Lab Discounte
Free
Check out
Blackboar RamPort ENetwork Room A
d
McAfee of Digital
d
mail
Access
Quiet Hardware/
Virus
Camaras
4.265
4.163
3.618
3.612
3.333
3.679
3.552
ASU
Alert
Technolo
gy
support
3.866
3.643
Information Technology Survey 2008
Angelo State University
Q54 Rank services from the list of potential future services
Laptops to be checked out for
campus use
18%
38%
Providing access to a music
dow nloading service
19%
25%
Providing technical assistance
for your personal computer
Providing w ireless access in
the outdoor areas on campus
Q55 With 100% being completely satisfied, what is your overall satisfaction level with
ASU technology services?
Less than 69%
79% to 70%
100% to 90%
89% to 80%
Information Technology Survey 2008
Angelo State University
Part III
Demographics
Angelo State University has an approximate population of 6,256 where 54 percent of the
student are females and 46 percent males. According to this we can say that our surveys
were equally distributed between males and females.
Gender
47%
M ale
53%
Female
Academic Standing
ASU numbers show that during this semester, there were 33.9 percent Freshmen, 19.3
percent Sophomore, 16.7 percent Junior, 21.9 percent Senior and 7.4 percent Graduate
students and other of 0.9 percent. According to the numbers obtained from the survey, the
distribution of surveys has to be improved for freshmen in order to have an adequate
representation of each group.
Academic Standing
Grad
10%
Fr
15%
So
18%
Sr
33%
Jr
24%
Information Technology Survey 2008
Angelo State University
Age
The age ranges varies but the majority of the students surveyed fall into the 21–25 years
range. The next significant group was under 21 years old.
Age
More than 45 yrs
2%
36-45 yrs
5%
26-35 yrs
9%
Less than 21yrs
37%
21 - 25 yrs
47%
College of Studies
The college of studies division is well distributed according to the number of students
register during spring 2008 semester on each college. An improvement in Education
major student surveys must be considered to balance with other colleges.
College of studies
Liberal & Fine
Arts
24%
Business
28%
Graduate Studies
5%
Education
13%
Sciences
30%
Information Technology Survey 2008
Angelo State University
I live
Students living on-campus in this survey is clearly showed to be 1-4 students. While the
majority live off-campus.
I live
On-Campus
25%
Off-Campus
75%
What 3 things do you think the Information Technology Department does well? The top
4 answers are summarized and the completed answers are presented in the following
table with the survey number next to them. Blank answers were taken out from the table.
5.
6.
7.
8.
Helpful / Friendly
Computer Availability
Good lab hours
Software’s Available
RESP002
RESP003
RESP008
RESP011
RESP012
RESP013
RESP014
RESP015
RESP016
RESP017
RESP018
RESP019
RESP020
knowledge, helpful,
helps people, provides internet, print jobs
customer service, computer availability, mcafee
helpful, friendly, always smiling
try to help. Provide fast internet
has the software I need, nice and clean, open all day
availability, almost always open computer
helping students with computer problems, helping students by teaching and
spreading their knowledge in computers, personal attention
provides enough lab time, always has an attendant lab, returns email quickly
always help me figure things out, very friendly
help others
provide internet, safety online w fischers, able to answer questions
provide service, give information when needed, no junk mail snet
Information Technology Survey 2008
Angelo State University
RESP021
RESP022
RESP023
RESP024
RESP025
RESP026
RESP028
RESP029
RESP031
RESP032
RESP033
RESP035
RESP039
RESP040
RESP041
RESP042
RESP046
RESP047
RESP049
RESP050
RESP051
RESP052
RESP053
RESP054
RESP055
RESP056
RESP057
RESP060
RESP061
RESP062
RESP063
RESP064
RESP065
RESP066
RESP067
RESP068
RESP070
RESP072
RESP073
RESP074
RESP076
RESP077
getting info for assignments, help with programs, always there
computer availability, friendly staff
informing on paper usage
many computers for students, printers working well, staff very helpful
gives good info
help assistance in computer lab, having enough computers
print, call for problems
time frame in labs
good attitude, good labs, free paper
help
help students, post info well, provides access
reliable service, varied location of labs, helpful employees
always there, good knowledge, always helpful
help, fill printers, knowledge in how to work programs
Assistance with technical questions
customer service, customer satisfaction, overall performance
variety of computer programs
help solve problems with software, helpful information, always available
to answer questions
availability lab hrs, making sure there is paper in printers, assisting with questions by
direct answer or finding someone that knows
provide information, help with problems, friendly
hours of operation, providing service, keeping facilities clean
availability of computers, willingness to help w problem, perfect hrs at mcs labs.
assistance when needed
fix problems, keep lab clean, labs open
answer specific questions, refills empty printers, update website
always having someone in room to help
finding someone else that can help when they can't
multiple labs across campus, hrs of operations, softwares
fast service, friendly attitude, make things easy to understand
when providing assistance
helps w programs, answer phone calls for help, keep labs running smooth
They check my myspace well, they never say anything they just
sit in front of the computer
easy to get a hold of, answer questions quickly, very friendly
offers help when needed, offer all programs needed for classes, print out stuff
so I don't have to use my own printer
make everything easy to use, provide assistance when needed,
create proper environment for the labs.
helping students, keeping software updated
friendly, semi-helpful, offers clean environment
help when needed (answer q's and help by phone), available for questions, clean areas
give us computer service, updated computers, staff helpful
helps with assistance, friendly, knows what they are doing
staff helpful and quick to do it, keep printers working, keep it clean
good service, good technology, good hours
provide assistance
Information Technology Survey 2008
Angelo State University
RESP078
RESP079
RESP080
RESP083
RESP085
RESP086
RESP087
RESP088
RESP089
RESP090
RESP094
RESP095
RESP097
RESP100
RESP101
RESP103
RESP105
RESP106
RESP108
RESP113
RESP114
RESP115
RESP116
RESP119
RESP121
RESP123
RESP124
RESP125
RESP126
RESP128
RESP129
RESP131
RESP132
RESP134
RESP136
RESP137
RESP139
RESP141
RESP142
RESP145
RESP146
RESP147
RESP148
RESP150
RESP152
RESP153
very good wireless range, nice hardware, very secure use
informs, restock paper, knows most problems wrong when printing
helping keep computers running, check paper in printers,
make sure student that need computer have one
customer service
variety of software, free printing, free virus protection
solve computer problems, insure amt of printing paper
helps when you have questions, good hours, good for printing out notes and assignments
keeps computer labs clean, computers running well
sit around, talk among themselves, help you as much as they can if not direct
you with somebody else
help, rooms, hours
good assistance, good lab hours, good software equipment
very nice labs, clean facilities, nice help desk
provide services, good hours, there when you need them
provides help when you need it, directs you to open stations, always very nice
provides computers, allows you to print
everything
attentive, kind, look clean
easy access to help, hrs for computer labs, helpful personnel
providing computers to students. Help from IT desk. Knowledge of workers is sufficient
Help out when need it. Knows information. Friendly
good equipment. Good service
Tending student’s needs. Expertise. Friendly
Helps fix problems, allow quiet atmosphere
everything
Help you with questions
Helpful when ask questions, great hours, good printing
help desk, wireless internet, clean computer labs
labs in most buildings, printing availability
many computers
helpful with printing problems
fairly knowledge, good hardware, good hours open labs
helpful at times. Show you how to operate things
number of available stations, quick internet
provide enough labs, wireless
service, knowledge, availability
alerts in display screen at mcs
prompt assistance
Help you with questions
help people. Provide good information
provides wireless internet. Helps when necessary. Always enough people there to assist.
availability, friendly, excellent equipment
good service, polite, good at knowing computers
keeping work areas clean. Keep viruses off the computers. Helping when help is needed
stay open late, help when my computer is locked, keep printers
helps you
provides state of the art technology and continues to remain updated
Information Technology Survey 2008
Angelo State University
RESP154
RESP158
RESP160
RESP161
RESP164
RESP168
RESP169
RESP170
RESP171
RESP172
RESP174
RESP175
RESP176
RESP177
RESP178
RESP180
RESP181
RESP182
RESP183
RESP184
RESP187
RESP189
RESP193
RESP194
RESP196
RESP197
RESP198
RESP199
RESP200
RESP201
RESP203
RESP204
RESP205
RESP207
RESP208
RESP209
RESP210
RESP211
RESP212
RESP213
RESP215
RESP216
helping
take care of problems in a timely manner, checks up on problems,
gives extensions & names for personal service
lab assistance, online (email) notification, they sure do know how to save paper
great service, informing the students on services available, good lab hours
provide good equipment, admirable help, convenient hours
available seating, good hours, diverse programs
They keep the technology up to date, I've never had any problems w/email or blackboard
and the staff is very friendly.
having MCS open most of the time, variety of labs, new software constantly installed
inform us about them, provide us w/needed hours & equipment
enough computers for everyone, provides them in bio dept as well
email, blackboard, email spam handling
available, knowledgeable, helpful
troubleshoot
service, help, information
help, care, listen
space, time, dependability
prompt response, well informed, friendly when helping
handles computer problems well, fast, easy to talk to
answering questions in lab
effort, hours of operation, david morales is a computer genius
help when I have questions, friendly, fast service
many computers in labs, continuation of new ideas & change
pretty helpful, comp are up to date
helping students, keeping systems running, keeping students informed
maintains systems, fixes problems promptly, is always trying to improve
campus technology
adequate number of labs, lab location, hours
wireless network, up to date computers and software, willingness to help
Ramport, blackboard, computer labs
Provide network drive, state of art technology, customer service
Available services, help from techs
Service, Availability
Customer service, business hours, work stations available
customer service, the 2 main labs open a lot, good computers
providing the help desk, keeping areas clean except in science building (CAV),
having employees that will help when asked
assistance when needed
Hardware, software, & labs
They are always there to assist, they are knowledgeable, always available
1. give help with computer problems 2. provide good email service
3. keep the labs clean and running well
help student, knowledgeable, friendly
provides well equipped computer labs, broad range of times, friendly staff for help
good times, nice staff, fairly well knowledgeable people/staff
fast computers, plenty of programs, friendly service
Information Technology Survey 2008
Angelo State University
RESP217
RESP218
RESP219
RESP220
RESP222
RESP224
RESP225
RESP226
RESP227
RESP228
RESP229
RESP232
RESP233
RESP234
RESP235
RESP236
RESP237
RESP238
RESP239
RESP240
RESP241
RESP242
RESP244
RESP245
RESP246
RESP247
RESP248
RESP249
RESP251
RESP252
RESP260
RESP262
RESP263
RESP265
respond in a timely manner, staff is usually very friendly, great online resources,
IT webpage
customer service, help with technical problems, explain why something
won't work properly
makes the use of computers available
I love the 24 hr. lab…..always a good time.
customer service, always a computer to use, printing
great service, fast internet, clean work areas
very helpful, nice, and have flexible hours
answers questions, keeps comp labs clean, keeps paper readily available
hours available, willingness to help, wireless internet
availability of MCS lab, keep more than 1 person staffed, maintain printers well
provides good equipment, offers emergency alert now, and keeps computers neat
help service, good hours, plenty of rooms w/computers
provides wireless network, provides headphones (lab…who cares),
provides all night CPU usage at the mcs
provide friendly service, great internet accessibility accept for clean access
plenty of labs, fast internet, printing services
provides assistance in labs, helps with problems when you call, has
good hours of access
be there when needed, keep area clean, keep information updated
availability of computers on campus
lots of locations
fixes computers/software, answers questions quickly efficiently
number of computer labs, number of computers, good customer service
keeps computers running smoothly, provide help in timely manner, very courteous
the computer labs are not neat, clean, or organized
good hours, keep paper in the printer, keep it quiet
help with more stuff
help when called from home, keep the areas clean, keep paper in printers
keeps labs clean, generally very friendly, advertise their services
keeps the technology up to date, promptly fixes problems with printers
and other things
hours, willingness to help, providing dial-up
helpful, informs and educates
help desk support, modern technology, wireless access
Assistance with technical questions
printer availability, computer labs in most buildings
Provide computer labs, Provide accessible computer labs, Provide assistance in the
computer labs
RESP269
Helping students, have excellent knowledge about the software, very friendly! I want to
work at the LA desk but I am afraid I wont have the knowledge to do it right!
1. They try their best in helping you with your problem.
2. If they cannot help you they direct you to a place that might be able to help you.
RESP271
RESP272
They help you when you need assistance. Most of the time, they keep the quiet room
quiet. They keep their computers well maintained.
help services,
RESP266
Information Technology Survey 2008
Angelo State University
RESP273
RESP274
Advertise themselves. Provide necessary (and unnecessary) computer access and
support for the college community. Keeps the system available for use.
Keeping up with technology, helping students
RESP278
1. Handle the needs of the students.
2. Have enough workers with the knowledge and skills to do the job.
3. Maintain the labs and stay helpful and friendly.
Helps answer quesitons.
Shows you have to figure out things you are confused about.
helps with computer problems, found my password for me when i forgot it,
stays open all night for the papers i pu off untill the last minute
RESP279
Web maintenance
Comp lab maintenance
Customer service over phone
RESP275
RESP276
RESP280
RESP281
RESP282
RESP283
RESP284
RESP285
RESP286
RESP287
RESP288
assist
instruct on how to
advice
Assist in computer lab.
Help desk able to answer questions, or refer you to someone who can.
Informs you on the question being asked, nice, and helpful.
I am happy with the variety of software.
I am happy with the hours of service.
The labs are clean and organized.
helps in computer labs
Helps students with technology, gives information about new services,
and open at convienient times.
all good
help.
inform.
help.
I think they are very helpful when problems arise.
They are usually very patient in helping people who may not understand
how to use certain programs.
RESP289
They are also very polite.
Assist with technical difficulties
Explain things that are wrong with computer/program
RESP290
RESP291
RESP292
RESP293
RESP294
Troubleshooting
I think the IT department is always available to help, and is successful.
The hours of operations is convienent with a wide range of hours.
Keeps the computers updated with new applications and information.
Provide Computer time to eveyone, have enought computers,
are open 24hrs. in the MCS
None
Information Technology Survey 2008
Angelo State University
Assist with problems
RESP295
RESP298
RESP299
Provide open computer labs when needed
Helps with computer problems, keeps the computer room clean and helpful.
Have plenty of computer labs available to students!
1. Fast service
2. Helps you out a lot
RESP300
3. Reliable source
Accessable
Helpful
RESP301
RESP302
Timely
new technology, helpful, ease of finding someone
Help when assistance is needed
Answer questions efficiently
RESP304
Very kind
1. it informs about new things well by putting it on the backgrounds.
2. the help desk works well for questions about wireless.
RESP305
3. keeps the computers running fast.
Stays open
Helps when asked
RESP306
RESP309
knows what they are doing
1. They have many labs and computers.
very personable IT helpers
great computer access
RESP311
love the printing capacity
answers questions in labs
good customer service to students
RESP312
RESP313
labs are clean
They know their stuff, The labs are always clean, they provide help quickly
Helps students.
Provides timely answers.
RESP316
Has great technology knowledge.
Help people out.
Willing to help at anytime.
RESP317
Very nice.
Information Technology Survey 2008
Angelo State University
1) Handles student access and computing problems very well
2) Keeps the computers maintained and up to date
RESP319
3) Has people available when needed for support
Knowledge
Helpful
RESP320
RESP322
RESP323
Courteous
They help me when I need it. They always answer my questions.
And they give me free McAffee Virus protection.
provide access to labs 24 hours a day (MCS)
1. knowledge
2. attire
RESP324
3. there is enough room for everyone to have a computer usually.
1.) Assist when needed
2.) Printers are updated (ink and paper)
RESP325
3.) Making sure students are in there for school and not play
1. Keeps lab software up to date.
2. Excellent student technician department.
RESP326
RESP329
3. Deals with customers in a friendly manor.
I think that the willingness to help others and create a friendly operating
environment is the key part of their success. The ability to have staff identifiable
willing to help someone if they need it.
1. Show up.
2. Listen to your problem.
RESP330
RESP332
3. Try to fix your problem.
PROVIDE HELP AND LOOK PROFESSIONAL.
1. Respond quickly for call backs.
2. Keep the comptuer lab clean.
RESP333
RESP334
3. Helpful when asking questions about technology.
keeps printers full, helps people who need it
1. Make sure not to update lab computers with security and
compatibility patches.
(ex: firefox is 12 SEVERE security updates behind)
2. Customer support
RESP335
3. Number of services
Information Technology Survey 2008
Angelo State University
1) They are very helpful and professional
2) They respond quickly
RESP336
RESP337
RESP338
3) If the assistant doesn\\\'t know how to do something they find
someone that can.
Help with personal laptops, availability of assistance with
computers in labs, and I don\\\'t know.
Help students, know material, availability
school work
keep me informed of what\\\'s goin on
RESP339
helps me when i need it
1. Respond rapidly to class problems
2. Help reset passwords
RESP340
RESP341
RESP342
3.
Helps when needed, keeps order, and doesn\\\'t get mad if we mess up something.
serive, availabilty,
hours
help
RESP344
RESP346
variety
They help you when your having computer difficulties, very nice people,
and they suggest things to you if your not sure on what to do for a paper or something.
Helps students who have problems in the labs
Keeps things organized
RESP349
RESP352
Maintains good relations
They help if you need assistance, keep the computer lab clean,
load the printers with paper.
employment,
cleanliness of lab,
RESP353
RESP354
RESP355
RESP356
helping with people who are not proficient at computers
Reliability of Software, Helpful Attitude
help with using computers, software discounting, and helping when
don\\\'t know how to use programs.
I love the communication through the desktop background about
new information, updates, or reminders.
I like the hours of the labs and the availability of the computers and printers.
Help Others.
Debug Computers
RESP359
Service
Information Technology Survey 2008
Angelo State University
Keeping the lab open at convient hours
Keeping the printers stocked with paper
RESP360
Providing computer and internet service
Address the students well.
Fix computers in a timely manner.
RESP361
RESP363
Show people how to use a program
Number of Staff
Customer service.
Hours of Operation.
RESP365
Friendliness.
Updated software
Student access to labs
RESP366
RESP368
Help Desk services
customer service
tech support
RESP373
always their
Help desk
Friendly Staff
RESP375
Knowledgeable
Help
Make using the computers easy
RESP378
RESP379
RESP380
RESP381
Friendly
Always nice. Helps when needed. Very intelligent.
provide service in a timely manner, provide a printing limit per semester,
long hours to accommodate a variety of students
Helping with installing McAfee on laptop, helping me when i had trouble with my
UBS drive, and helping me with my printing jobs.
Great in-lab service.
Great hours.
RESP383
RESP384
Friendly people.
The give us Purnell!!! They help with printer issues. They help with technological
issues beyond my ability to understand.
Assistance provided
Assistance provided
RESP386
Assistance provided
Information Technology Survey 2008
Angelo State University
1. customer service
2. availability of materials
RESP387
3. cleanliness of labs
Helps me with computer problems
Has computers available at different locations
RESP389
RESP390
Understands my computer needs.
Has decent amount of programs. Servers are fast. Good assistance
provides excellent times and equipment
ample assistance
RESP392
allow for personal use of printer
Being friendly
Nice weekday hours
RESP394
Fast computers
Assist with any technical help needed
Very polite and professional
RESP395
Help in an emergency situation (paper lost while typing...lab assistant recovered it)
help out
give advice
RESP396
kepp labs clean
The availability of computers during after midnight hours.
Providing students with access to the internet and thus information.
RESP402
Making surveys that comment on the level of effectiveness of the
ASU Technology Department
they are good with help and advice
they keep the computer network running well
RESP408
RESP410
providing good software selection
Friendliness, computer knowledge, and service
Provides uninterrupted or access with minimal interuptions
Up to date technology
RESP411
Good support team with knowledge of hard and software
Information Technology Survey 2008
Angelo State University
The students at the desk are very nice and always help me when I need help.
They are good at trouble shooting problems that I occur.
David Nelson assissted me today and he was very nice and knowledgeable.
I was very impressed with how available he was to help not only
me but other students also. Joni Kress
RESP412
RESP414
227-6165
Personal, attentive assistants, listening to students, desire to improve
1.Help is always avaliable when needed
2.they are always nice
RESP415
RESP417
RESP418
3.
Samantha Cleveland is very helpful and outgoing. I appreciate her help.
She is the most helpful of the Lab Assistants.
I appreciate everything that the Help Desk does for us.
Being availiable, being helpful, and keeping things ready
for our use (refilling paper in printers, etc.)
Helping with computer issues.
Helping checkout equipment.
RESP419
RESP421
RESP422
RESP428
RESP430
RESP431
RESP432
Courtesy.
Awesome Awesome Awesome
Provides fast service, easily explains things to be and privides a clean work area.
There are computers available with internet and printing capabilities.
Assistance, Software Availability, Network Stability
Provide Labs, Keeps the computers running, has a silent presence
System updates, Helpful, Knowledgeable
Having staff always available in the main labs.
Adding ASU Alert.
RESP433
RESP435
Putting a limit on printed paper.
Keep labs clean, neat, and interesting decorations
Help with needs
nice when helping
RESP436
knows their stuff pretty well
Answers questions
Helps with the hardware (e.g. scanner software)
RESP438
Efficient computers
Customer service
Computer lab cleanliness
RESP439
Software availability
Information Technology Survey 2008
Angelo State University
Provide computers
Provide good software, such as Corel Draw
RESP440
Provide help
Always willing to help.
RESP441
Gives notices via desktop information.
1. Hours
2. Availability of Copmuters
RESP442
RESP443
3. There are two really helpful technicians
Don\\\'t really care.
1. Provide computer access at all times
2. Allow for the checking out of various technology items
RESP445
3. Respond to problems within a lab
1) Making computer access available at all times.
2) Providing good hours for computer lab access.
RESP446
RESP447
3) Providing printers and a suitable number of pages with which to print out
assignments and other documents for my classes.
Printing, Maintsaing Access, Student Support
They are very attentive
They keep things clean
RESP449
RESP450
The know your questions
provide support, good hours, nice staff
Friendly
Helpful & knowlegable
RESP451
RESP452
If they don\\\'t know the answer, they do everything within their
powers to find the answer.
Assisting with anything whether it be computer related or not.
Sending out important information when neccessary.
Being available during needed times.
There is always a computer available when I need one.
There is always someone there willing to help.
RESP454
RESP455
RESP457
Its very easy to print my documents out.
Sits
helps you with whatever you need
Provides access to all students
Keeps the lab running smoothly
RESP465
provides assistance for computer mechanical issues promptly
Information Technology Survey 2008
Angelo State University
RESP467
RESP469
RESP471
RESP472
RESP474
RESP475
Leave me alone.
Internet access
Make known who the lab aids are!
I feel that IT has great Lab Assistants, I come in sometimes
when I'm off duty, and see that
my co-workers are helping people all the time, just as I do myself!
I also like the fact that
the MCS is open 24 hours during the week. I think it\\\'s nice that
IT has a round the clock open lab.
IT also handles printing well with the print limit.
available equipment
They help when I need it, at least one of the labs is open all ,
and they are courteous to everyone.
1. Helps people
2. Very knowledgeable
RESP476
RESP479
2. Clean Quiet environment to work in
Everything is neat and clean. The printers were fine.
The internet is upgraded and fast.
1. helpful with certain programs
2. decorate well
RESP484
3. keep it pretty clean
spend money on ridiculous promotions.
provide 24 hour access
RESP485
helpful people to help understand programs
1. they are friendly
2. the lab always looks clean and student friendly
RESP486
RESP488
3. the computers always work for me
helping with log ins...finding lost files...changing formats for programs.
hours are great.
reliable.
RESP490
nice and comfortable environment.
Keep the area clean
recycle
RESP494
RESP495
help with any questions
Help with personal computers, help with computers in general
informative
RESP502
helpfull
Information Technology Survey 2008
Angelo State University
The hours that are avaliable to students
Different software
RESP503
Blackboard/Ramport
Helps people who don\\\'t have their own computer/laptop
You don\\\'t get distracted from your work
RESP507
Helps you find what you need when your personal computer doesn\\\'t have
help when in trouble..
nice service..
RESP509
RESP511
RESP513
RESP515
RESP517
RESP519
RESP522
RESP527
RESP528
RESP529
not many rules/restrictions..
Friendly service, easily identifiable workers, knowledgable for the most part
Keeping track of account problems on the computer. Service and updating
students with technology services
Helpful with answering questions. Rhey helped me open a .docx
file without a reader.
It is nice to have free McAffee as well.
Very helpful and friendly staff.
nothing
too long of test
Helps if we have problems with our internet or any other wireless
Provide computers, software/hardware, and availabilty of these items
I think they help you with questions, allows you to have free virus
protection, and is easy to contact.
Decorate
Help when needed
great hours
RESP530
very friendly
Helping
answering questions
RESP535
getting you what you need
1.Always open
2.Always a knowledgeable staff available to help
RESP537
3.provides easy access to campus information through the internet
~Customer Service
-Keeping paper in the printers.
-Providing headphones to the students.
RESP538
-Resetting password every semester.
Information Technology Survey 2008
Angelo State University
1. Assitance in the computer labs (software).
2. Assistance with registration.
RESP539
3. IT Help Desk with login information/troubles
-provides priting services
-keeps computers up to date
RESP545
-provides 24 hour lab service
In Part III of the survey, the following are the improvements that students suggested.
Students’ answers that left this blank were removed from the table below. After
reviewing the student responsed, here are the improvements we suggest. These were
determined by using the top 4 answers to these questions. A table with students’
responses is listed after the suggestions.
1.
2.
3.
4.
Apply quiet hours in labs
Faster computers / log in
Longer available hours in library labs
Better trained staff
RESP002
RESP003
RESP009
RESP010
RESP012
RESP014
RESP015
RESP016
RESP019
RESP020
RESP021
RESP022
RESP024
RESP025
RESP026
RESP028
RESP029
RESP036
RESP042
having more people working in order to not have a long wait period
faster start ups
no print limit
Kick people off who are looking at facebook when people need to do work.
enforce the quiet rules in the labs, Provide more CPU in labs
rent out laptops
more people working to solve faster the problems.
more access of computers, more hot spots, outside wireless
stronger internet signal in residence halls
nothing
more lab hrs.
better wireless internet in dorms
more techs to help with computer problems that can actually fix the problem
faster log in
make it easy to download videos for school projects.
flat screens
faster computers
make internet in dorm room smoothly because it is never a stable connection
more knowledge of available information on campus
RESP046
RESP047
RESP048
increase hrs of operations in academic building on fridays. Workers spend
less time chatting with each other and more time providing assistance when need
it. That workers know more about the computers and their programs.
programs to translate other writing programs into microsoft word.
flyer with list of services available on ramport
Information Technology Survey 2008
Angelo State University
RESP049
RESP052
RESP053
RESP054
RESP055
RESP061
RESP062
RESP063
RESP064
RESP065
RESP067
RESP070
RESP072
RESP073
RESP074
RESP078
RESP079
RESP082
RESP083
RESP085
RESP086
RESP087
RESP088
RESP090
RESP091
RESP095
RESP097
More scanners and availabilty to download music. More contests
to recycle paper and stuff like that.
DO NOT use Asu alert to advertise. Train the people better to help
with softwares astronomy and statistics.
Staff needs to be friendly , there;s a girl in the 2nd floor of the
academic lab that is very RUDE
get staff to be nicer and act more helpful
better service, 24 hrs lab in the library, make quiet study rooms
actually quiet during hours specified.
technical assistance for PC or laptops
faster computers
make staff actually work, to walk around offereing help and
not just sit checking myspace facebook etc.
more computers available in MCS during class times
(no classes to be held in the quiet room)
redirecting people to other computer labs if one is full,
usually need to stand in line to get a computer at the mcs during the day
keep up the good work
fixing problem w internet explorer and ramport
more laptops to check out for students
more computer available during busy times, solve problems
with computers freezing and not saving the work
more personnel working, labs open all weekend long
don't run unecessary scripts on pcs that we own, that's why
I haven't installl the clean access. Add internet history to user
profile instead of always clearing
nicer student helpers
speed takes forever, mcfee slows laptop down to where it is not efficient.
wireless internet, podcast for classes
compture lab just for apple imacs, free microsoft office and microsoft Xp,
vista software to check out for our personal computer laptops
expand hours, enforce noise reduction
not let people be so loud in the computer lab, talking on their cell phones
windows vista and new computers
more computers available
make sure campus alerts work, especially via text message
force students to be quiter in the labs
more staff
RESP105
RESP106
more areas in the mcs and rasman buildings to access computers.
Group work areas with computers. More areas that HAVE to stay quiet,
most people think it is a suggestion.
make study rooms more quiet.
open all the time, day and night, all weekdays and weekend days
including night time.
availability to the latest technology and software
RESP108
ASU alerts should be used only for emergencies, commercial is
a waist of time and money for the recepient. The quiet rooms
are never quiet during 8 pm 5 am in the mcs.
RESP100
RESP101
Information Technology Survey 2008
Angelo State University
RESP111
RESP112
RESP114
RESP116
RESP123
RESP124
RESP125
RESP126
To have surveys be online. I do not appreciate having to take
classtime that I have paid for to do redundant surveys.
Surveys should be optional and be sent electronically.
This surveys is completely too long it needs to be reduced to 1 page
to eliminate wasting of time
Wider variety of programs available for student use.
More firendly lab. Do not survey during class.
making the loggin process fasterin the mcs computer lab
strenght wireless internet signal
opening the lab for more hours on weekend
improve wireless, use recycle paper
RESP157
RESP158
RESP160
have longer hours in library hours. Tighten more on the policies you have,
example quiet room labs. Have people that are in there
to work and not goof off.
24 hours - 7 day a week access to computer lab,
Keep people from talking on cell phones
clean the areas
off campus wireless
free color printing up to so many pages
provide more computers in thecomputer labs,
there is not enough for everyone to use
Just keep on good work
make things easier to find and access. Need to hire some hot girls to work
Have a better control over the talking in computer labs
More computers or make the smaller labs larger
more computer, don't have enough & more kids are coming
to school each year need to more friendly people
fire the asian guy because he gets pissy and thinks that
he is god over the entire mcs
advertise the digital camaras better
take away the paper limit
RESP161
RESP168
There should be an easier way to pay for color printing than
on the Ramcard - this has been a major inconvenience for me
and others - I don't have time to put money on the card and get
my projects done.
new or upgraded computers
RESP128
RESP132
RESP134
RESP137
RESP139
RESP142
RESP145
RESP147
RESP148
RESP150
RESP152
RESP170
RESP171
RESP174
RESP176
RESP180
RESP182
RESP183
make software available in more labs - in drama we use
VectorWorks 12 and when all the other labs close it is only available
on 4 computers in MCS. The class is usually 20, be more willing
to help, hours over weekend. Drama and art students don't get
much free time during the week we need weekends.
making clean access a little easier
allow the people to be personal on duty & to interact with the students in the lab
more computers
I receive enough for my personal satisfaction currently.
nothing, great job
be more excited about helping, give information to students on a
regular basis on how to keep their machine running like it should
Information Technology Survey 2008
Angelo State University
RESP184
RESP187
RESP189
RESP194
RESP197
RESP199
RESP205
RESP207
RESP208
RESP209
RESP211
RESP212
RESP215
RESP217
RESP222
more computere, less noise
making it eaiser to spot the computer lab assistants
keep adding more computers because school is getting larger
better access to free software offered by many software companies
update software, allow for installation of programs onto personal drives
more wireless access in library
faster log on, improve clean access, it is really slow, open comupter lab
in rassman bldg more often, especially in evenings before 6 pm
students need to be informed about software & virus protection for personal use,
scanners need to be installed more & in every lab or mini-lab,ink in printers &
paper needs to be kept up, outdoor internet access needs to be installed
around the school in sitting, quiet, sunny areas
none
Discount price for adobe acrobat software for home use
(ASU job aplication requires adobe acrobat)
survey was slightly confusing
more hours
more labs, better call back times
the clean access is confusing…any way to make it simpler
not charging for color printing, have AIM on the computers,
don't take so long to log onto a computer
RESP229
RESP232
more group study areas, but the main thing is to get all the
information that is offered by them out to students not many
know what is offered
faster downloads and improving knowledge about offered (available) services
availability of a station in the computer lab
more labs open at later hours
have the IT workers fully understand computers and how
to fix problem that could occur
more software, longer hours of operation, music & movie downloading service
RESP233
improve cca access currently it sucks, provide more of a
discount for mircrosoft for microsoft office, all students to
trade in any hardware for money, extra harware/ software,
allow students to access p drive from personal cpu
RESP234
RESP242
RESP243
RESP245
RESP246
RESP247
RESP248
RESP249
RESP251
RESP260
RESP263
get rid of clean access or substitute with something that works better with
Windows Vista, make all printers have an option (or all printing software)
to print duplex (it would save paper), instruct the
IT staff on how to use the software properly
faster load time when logging on
keeping thee computer desks cleaner
longer hours in library lab
good so far
less chit chat w/in the lab from attendants - it's distracting, be more friendly
have not always been able to get technical help I need
provide the same programs in the library that are available in the MCS
more computers
faster departmental (office) support for staff/faculty @ASU
longer lab hrs on wknds
RESP224
RESP226
RESP227
RESP228
Information Technology Survey 2008
Angelo State University
RESP264
RESP265
RESP266
RESP269
RESP272
RESP273
RESP274
RESP275
RESP278
test
Keep the extended hours that you have!
Just keeping the computer tables a little cleaner would be nice!
Heving more help on staff during busy hours.
stay open longer
Allow campus e-mail to be forwarded to personal e-mail accounts.
Improve the features of blackboard to allow better compatibility with,
say, rich-text format, so that I don\\\'t have to re-format every assignment.
Outside internet
Keep striving to continue the great work! I say... Go IT department!!!
computers take way to long to start up
Machines need to have much quicker log-in and application loading time,
lab is terrible!
RESP279
Help Desk, please make stronger strides (student employees) to be more curtious.
The search on ramport for the library is hard to use.
RESP281
Insist on having lectures for online classes.
RESP284
RESP285
RESP287
RESP288
Hiring more informed employees. They should know more than
the average student. Perhaps teach them a little about the
different programs and software.
give information on virus protection, help take viruses off of your computer
all good
i have no idea.
RESP289
RESP290
RESP291
RESP292
RESP293
I would suggest finding a way to make the wireless internet in
the dorms better, I have a hard time getting my computer
to connect to it sometimes.
Allow ramport access cutoff longer than 15 minutes
I think since the school is expanding and more students will
be enrolling, there needs to be another computer lab for easier access.
Everything is Great
I suggest that when you call help desk with a problem that
they return the call. Fix Blackboard.
Blackbord needs to be like it was before I have had more trouble
with it this year.
RESP295
Respondous lock down browser not imprested with this service.
it kicked me out of my test after I submited and it was lost in cyber space.
RESP298
RESP299
RESP300
RESP302
Make your services known...maybe have a list of them or something.
I never knew about the digital camera checkout and that is neat for
someone who does now have that.
Placing a computer lab in the CHP.
I thinks it\\\'s pretty good as is.
email isnt very good!
Information Technology Survey 2008
Angelo State University
Keep the Library open on weekends!!!!!!!
More people to help
RESP306
RESP308
RESP309
RESP312
RESP313
RESP316
RESP319
RESP320
RESP323
quiet rooms that are quiet
Make sure your staff knows how to answer general questions.
1. Let it be known where quiet areas are in computer labs....
cell phones and chit chat are annoying!
more group work facilities
wireless setups for outside use
Be more friendly, hire more professional people
More concise answers.
1) Make sure there are labs in every building, and do not use them
for classes. It makes it hard for students to use the labs when a class is
in secession in the lab and the professor will not let others in.
2) Create a self help password reset option. After working all day,
I try to get into the system, at 2am, to do my homework and I forget
my password and try several times to get into the system, only to be locked out.
At 2am, there is no way I can get into blackboard or my e-mail because I have
to wait until morning to call the help desk for them to reset my password.
Being able to access ASU software at home. I am taking a statistics
w/Excel class and don\\\'t have Statpro which is used in my class.
I find it hard to find time to go to the computer lab just to study for this class.
Free/discounted internet access to students living off campus
(just like the dorms have for students who live on campus)
1. more friendly
RESP324
RESP326
2. more willingly helpful
1. Hire more knowledgeable lab assistants.
RESP329
Be able to access ASU wireless services by logging on to somewhat
like Ramport or Blackboard. Pulling up wireless service and logging
on to the internet by our username and password.
RESP330
RESP334
RESP335
RESP336
RESP337
Have the tech dept. need more than just the basic understanding
of operating systems. If they have just the basic understanding they
know just as much as most of the students needing help, and that
doesn't help them at all. More scanners, color printers, and faster log in times.
Allow for people to print at the kiosks around campus but limit it
to 5 or 10 pages to keep people from using it like a personal pc.
1. I\\\'d like to see a Linux computer lab or even just one or two
computers running Linux in each main lab. Our dependence on closed
source programs worries me.
2. Allow more anti-viruses with clean access. AVG was awesome
years ago but now it\\\'s one of the worst. Whereas, the top three are
Bit defender, Kaspersky, and NOD32 (in that order)
Enforce quiet times in MCS. It\\\'s often very loud in there. I know
it\\\'s not fun to tell people to be quiet, but it\\\'s necessary.
Ummm...better advertisment of the services offered! I had no clue
you could check out digital cameras!
Information Technology Survey 2008
Angelo State University
RESP338
RESP339
RESP341
RESP342
no suggestions
More computer labs.
Nothing.
nothing
shut people up
shut people up
RESP344
RESP346
shut people up
I don\\\'t and haven\\\'t seen anything that needs improvement right now.
Technology services has been pretty good with everything.
Increased hours - ESPEICALLY for the piano lab
A more expert knowledge of network architecture the people I spoke to on the phone couldn\\\'t tell me if ports
were blocked
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Possibly finding an alternative to Clean Access Agent it works, but I\\\'ve had trouble with it blocking legitimate
applications from accessing the internet
quicker log in
getting some linux boxs
nothing, doing good
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A messaging device on the desktop that you may use with the IT staff. Thi
s way students can message the staff at the desks and if the staff
can\\\'t fix it by typing intructions, they can walk over to the computer and do it.
Make wireless better in the dorms I know 20 people who can not use
the internet in Texan Hall.
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Listen to the students more
Better trained in software
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I wish there were more competent people in the labs. I also wish that
the labs would be open 24/7 even on Friday and the weekends.
I also wish that the web site was more user-friendly
Maintain the amount of computer stations that you currently have.
Better customer support
Employees with better social skills
Not this long of a survey
the format for the class schedule online, right now you must click
on the subject before you can see what is available, could we load
the schedule on a PDF format and possibly look at it like we did when
the scheudles were printed.
RESP371
Thank You.
A CAD architectural drawing program
Hours in Rassman in the afternoon
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Shorter survey next time
None it is GREAT!!!!!
Information Technology Survey 2008
Angelo State University
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Sometimes i wish they all knew more about certain areas. I wanted
to use photoshop one time and noone could help me.
have more places, such as the library, that allows you to print on two sides
Just make sure the quiet rules are enforced when needed.
Newer people should not be left in a lab where only one person is needed.
I have helped more than one new employee at ASU with the lab in the
Academic building because they did not know how to do something
with the printer, pc, etc.
none
Do something about sound on the computers have headset for every comp.
kiosks are too slow
music service!
i don\\\'t like weekend hours
Outdoor internet service
nothing
Improve start up speed for log on in the MCS lab.
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Increase speed of internet connection through the wireless and
cable/dsl in dorms and labs.
The availability to download music.
it is way to slow to login and get access on the network, it is a big pain
Having more computers to use at peak times
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They really need to clean the area more. I have been at ASU three years
and only once have I seen the students cleaning the tables and computers
of dust, hair, paper, and just build up. I am in the computer lab at MCS at
least 4 times a week and this is very bothersome. The floor is so nasty
I don\\\'t even want to put my backpack or other bags on the floor or the
counter top by the computer. I can only imagine how keyboard nasty the
keyboard is.
idk, they do a good job!!!
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When the internet service is not working in a residence hall such as
Harvard House, and the students cannot figure it out on their own,
they should send someone to please check it out for us. We pay for access
to the internet.
Its all good
Teaching the techs to be more respectful. When I got my laptop last year,
I needed help getting onto the wireless internet so I went to the Texan internet
event and this Brandon tech guy wouldn\\\'t stop giving me grief for owning a Mac.
I was very offended, and surprised that they were untrained in all forms of
comuters.
He made it out that Macs were useless and so therefore not needed to be
understood.
In the end, he was unable to connect me to the internet and I was
sent to the help desk to talk to the manager that did in fact understand Macs.
Allow more user control over computer to perform some downloads to personal
stoarge devices.
get the run-time errors off of the computers in the labs
Information Technology Survey 2008
Angelo State University
RESP432
Make the websites like ramport easier to read, and have the big
deadlines like FASFA submission in bold.
RESP433
ASU Alert was a good start, but I would suggest allowing professors
to use something similar. I think it would be cool to receive texts and
emails reminding me of when assignments are due or when class is cancelled.
RESP436
About the internet connection: I play xbox360 online and the security
that we have doesn\\\'t allow me to play with most of my friends.
If ya\\\'ll could find away around that, with the security still being very good
but allowing me and I know alot of other people on campus, to play with
regular connection...since it is an xbox and the risks of getting a virus
through an xbox is low. Most viruses I would believe would be aimed
toward Windows OS.
items be implemented:
-Microsoft Push Technology
-Outdoor Wireless Access
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-updated OS, software, etc.
Try to keep the internet on campus for the residence halls up
to speed constantly. There are lag spikes that slow my internet
access way down.
Linux computer lab!!!!!!
Get Office 2007 ASAP (Love the equation editor and new interface)
RESP440
Get more open source software - like Blender, OpenOffice.org, etc...
installed on computers
Send students more emails to let them know what\\\'s going on.
RESP441
Let students access wireless through their iPods.
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More personal and considerate work force. Everytime i try to get help
i talk to three employees just standing around, and they give me a very
technical answer that i dont understand. And they are very rude,
like i am suppose to know everything about computers.
Clean Access is a terrible pain. :(
RESP444
The labs here a filthy! There is gum on the floor and large accumalations
of dust as well as other disgusting particulates. Please make an effort
to either convince the janitorial staff to clean or hire new ones. Thank you.
Information Technology Survey 2008
Angelo State University
1. Move promptly in fixing computer problems (IE computers being
broken for over a month or Images for computers in the labs having
errors that popup everytime anyone logs on)
2. Expand Texan Hall internet past one central switch.
Currently there is over a 0.5-1.0 second delay in games that makes
most games completely impossible to pay. This wastes the money
I spend on paying for Residential Technology Services.
3. Elminate VPN client completely and use only the new software
for connecting to your P: Drive outside of the ASU network.
4. Clean Slate is causing more problems in labs than fixing them.
Restarting computers at 2:00 AM is not the best idea for students
currently using those computers. It forces us to leave that computer
and go somewhere else to actually do the work that needs to be done.
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5. PLEASE get a POP server so that ASU e-mail can be forwarded
to other e-mail accounts. My Yahoo account does a ten times
better job of eliminating spam mail than does ASU mail, though
it has gotten better in recent months.
1) Increase the bandwidth available in the dorms, particularly in
Texan Hall. Due to the number of people online, there is a nearly
constant half-second to full-second delay present in online games
which makes them difficult, if not impossible to play. This is a
waste of my money, as I have to pay both for my technology services
on campus and to play the games in the first place, and I expect to
have adequate internet service in my room at all times.
2) The Clean Slate program which restarts computers and defaults
all personal settings is very inconvenient and is actually causing problems
rather than solving them. That the computers restart and go into a prolonged
maintenance mode during the hours when I need the computers to complete
my homework is not very well thought through, and the fact that all of my
settings get reset daily on the computers I regularly use creates an
incredible hassle. Either modify the program to make it more convenient,
or remove it altogether.
Give the aides more information/training
They need to be sure that the quiet room is Quiet. i do not know how many times i
have been in there and everyone has been talking. especially when the whole lab
room is full and they have no place to go. It is still a QUIET ROOM.
Speed up the log on, provide an option to get so many color pages for
x number of your 3000 pages
They could be a little more attentive when they can see that someone is
struggling.
Sometimes they get to visiting too much among themselves but otherwise,
I believe they are doing an awesome job. The best anyone could ask for.
Nothing....
No suggestions
Information Technology Survey 2008
Angelo State University
RESP455
To download the appropriate programs for students to bring assignments from
home on a usb drive and be able to access them at school. The Windows
task converter is not installed yet, and My Works program wont let me do
homework at my house and bring up on the school computers.
The is very inconvienient for students who don\\\'t have time to make
it to the computer labs.
RESP457
Allow you to print at a kiosk, maybe limit it to like 10 pages.
This would allow someone to print notes for a class quickly instead
of having to go to a lab.
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Have individuals that know more about how to complete certain tasks
on the computer. There have been a couple of occasions where I asked
for assistance on how to perform a certain task using one of the programs
on the computer and the lab assistant did not know how to perform the task.
more porn. I dont care.
nicer staff
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That IT have a small lab open 24/7, for student use. The main MCS lab is far
to large as only three or four people are in the lab at 3:00 AM, but a small lab
with maybe ten or so commputers whould be nice. I also think that IT needs
to add more Macs around campus and in the MCS. They also need to update
the computers around campus, some seem out of date of curent softwear
Printer\\\'s qulity
Update the Microsoft Office from the \\\'03 version. That\\\'s about it.
none
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Sometimes logging in takes forever. But i\\\'m a patient person and work around it.
I don\\\'t get why some computers are faster than others but eventually
I get to where I\\\'m trying to go.
Student workers should know something about ALL of the programs
installed on the computers.
I had a problem with mcafee virus protector on my computer and no
one was able to help me
You need better wireless internet!!!!
take care of work orders when the phone opperator says they will
be taken care of
Better Internet, Clean Acces slows everything down.
nothing
more computer labs
to improve the wireless conections, and the clean acces is kind of slow
and compicated.
limited but free color printing
Have faster log-in times.
cleaniness on computer keyboard
How about to download some programs that the computer labs do not
currently have for temporary use?
Have people be quiet when utilizing Quiet room.
none
Shirts to distinguish them (?)
more opportunities to recycle throughout the labs
Not allowing personal phone use while at the help desk
Information Technology Survey 2008
Angelo State University
1. Keep labs cleaner
2. offer study area with computers in a relaxed environment.
maybe similar to the quiet study room in the library but with computers.
however computers need to be separated to prevent conversation
while using the computers.
RESP537
3. single convenience computers in each building, similar to the
email machines but easy, free, unrestricted access
~Update ALL application software on the computer lab computers.
~Change the anti-virus to a higher ranking virus [The BitDefender teams has
one of the shortest response times to viruses (it was the first to release
antidotes against viruses such as Win32.Bagle, Win32.Netsky, Win32.My Doom)
Continuously updated database of virus signatures, currently 75,000]
~Use a better firewall [Ex. ZoneAlarm]
~Improve the speed of the computer lab computers.
~Improve internal hardware on the school computers.
~Buy a defragmenter [O&O Defrag 10 is the newest generation of the very
successful O&O Defrag. Simply, quickly, and securely, you can get the
maximum performance out of your expensive hardware investments]
~Stop using windows defragmenter.
~Allow users to change the wallpapers on the desktop.
~Allow users to delete delete icons on the computers.
~Update the headphones provided to the students in all computer labs [Old, and
dirty]
[The sound quality is bad]
~Allow users to log into ubuntu(LINUX) instead of WINDOWS.
~Give students a choice in what operating system they want to log into.
~Allow internet access outside of the every building.
~Upgrade the laserjet printers in the computer labs.
~Allow students to checkout headphones.
RESP538
~Change the interface of the website.
1. Enforce quiet hours in quiet rooms (MCS)
2. More knowledgable on equipment in computer labs.
RESP539
3. Inform students about technology offered (ie: Virus Protection,
Discount on computer materials)
Information Technology Survey 2008
Angelo State University
Allow students to check the angelo.edu email account via POP or
IMAP WITHOUT HAVING TO LOG ON TO THE VPN.
or
RESP545
Institute an email forwarding service to allow students to forward email
directed to the angelo.edu account to another email account.