2009
Information
Technology Survey
Presented to
Dr. Sudhir Chawla
Presented by:
Angelyn Mobley
Gabriela Ellis
Asheia Haynes
Information Technology Survey 2009
Executive Summary
The Information Technology (IT) survey has been applied to Angelo State University (ASU)
students throughout the years in order to measure not only the performance of the I.T customer
service but also to guarantee that the students are receiving appropriate help in the facilities and
that the services that I.T offers are the most appropriate ones for the student body population.
This survey is also part of an annual review that focuses on customer satisfaction perceived by
the students. Also, one of the purposes of this study is to identify the different trends among the
student body and to accommodate all the necessities that might emerge throughout the years. The
results then are used to adapt the strategy that the information technology department, in this way
the department can focus on the most successful services provided, improve on dissatisfactory
results and develop new services according to the student’s requests and new trends.
There are a total of eight computer labs on campus that are open to the student body at different
hours. The MCS and the Library computer labs are the most widely used as the MCS is open
twenty four hours from Sunday to Friday and the Library computer lab closes every week day at
midnight. All of these places offer a variety of services from hardware and software customer
support, to the capabilities of checking out headphones, printing in color and, in the MCS
computer lab, a quiet room where students can work on their project without any disturbances.
Furthermore, the computer labs are managed by student lab assistants who have been trained in
the different I.T procedures, software and hardware that are being offered to the customers. As of
spring of 2009, there are approximately 37 lab assistants working around campus on the different
computer lab facilities. These lab assistants are also trained in different areas such as Help Desk,
that specializes taking work requests from the Angelo State University population and
Multimedia that works mainly with the maintenance of the ASU webpage.
The computer labs at Angelo State University also offer a widely selection of software, from the
most basic ones such as Microsoft Office to the most specialized ones that are used in specific
majors such as Adobe, SPSS, MacromediaFlash, among others.
During the spring of 2009, the Information Technology survey was distributed between the dates
of March 23rd and May 1st. The survey was distributed among different classes with the previous
consent of the professors. The classes were chosen according to the place where they were being
held at. For example, some the classes taught within computer labs were selected so that the
students had the opportunity to fill out the survey by using their computers. Even though most of
the classes were selected at random after taking into consideration the previous criteria, an effort
was made to represent accurately ASU’s current demographic and classification break. The
survey was applied to the student body in two different formats in order to promote participation
and maximize the best results. There was an online survey that information technology
department linked to one of the icons on the computers’ desktop. This icon was accessible from
all the computer labs within campus in order to facilitate the survey-taking experience. There
2
Information Technology Survey 2009
was also a paper-based survey that was given out to the students in different classes that did not
count with computer capabilities.
The final number of completed valid surveys was 274, 154 being paper based and the remaining
120 taken over the internet. Also, it is important to mention that there were a number of surveys
that could not be used for the experiment due to errors or empty spaces.
Taking into consideration the data and results from previous years, we have decided to
implement the SERVQUAL analysis by using the three dimensions of services that are most
relevant when measuring the customer’s satisfactions with the services and customer support that
the Information Technology department provides. The three dimensions aforementioned consist
of:
Staff (Factor 1)
This factor is composed by elements such as:
1. Assurance- Knowledge and courtesy of the employees and their ability to inspire trust
and confidence
2. Empathy – Providing care and individualized attention
3. Responsiveness – Willingness to help customers and provide prompt service
Service (Factor 2)
This factor focuses on the following characteristic:
1. Tangibles – Appearance of physical facilities, equipment and personnel.
Professionalism (Factor 3)
This factor relies on how I.T and its employees meet the customers necessities in a professional
manner.
1. Reliability – Ability to perform the promised service dependably and accurately
These three factors are the defining components of the I.T survey. After factor analysis was
applied to group each variable into its respective group, the SERVQUAL score was calculated
for each factor. This was done by subtracting each desired level from the perceived level.
Question (Q)= Perceived (P) – Desired (D)
The mean score was calculated for each of the three factors and presented in graphical form as
follows..
3
Information Technology Survey 2009
0
-0.1
Factor 1
Factor 2
-0.5733
-0.5833
Factor 3
-0.2
-0.3
-0.4
-0.5
-0.6
-0.7
-0.8
-0.8333
-0.9
4
Information Technology Survey 2009
Introduction
The Information Technology Department at Angelo State University, “strives to provide an
enhanced technology infrastructure allowing secure access to an array of services for students,
faculty and staff.” (angelo.edu, 2009) Currently, students have access to 7 general use micro labs
which house 300 computers accompanied by 175 software applications, the largest of which
boasts 24 hour access. In addition, 400 student use machines are available through specialized
classrooms. (angelo.edu, 2009) With the great variety of technology and services provided at
ASU, it is essential for the IT (Information Technology) Department to practice acquisition of
and adaptation to the changing needs of its customers. Eleven years ago, the first survey was
administered in order to address this.
As part of Angelo State University’s Information Technology Strategic Plan, one of its
objectives is to, “obtain feedback from users on satisfaction levels and desired new services and
implement changes accordingly.” In order to obtain this feedback, the It department’s strategies
include to, “conduct annual student survey to offer feedback on technology services” and
“evaluate feedback provided by surveys and make necessary changes.”
As in years past, the survey consists of three parts. Part I of the survey was designed on the basis
of the SERVQUAL instrument, first established by Zeithaml, Parasuraman, and Berry.
SERVQUAL is a, “scale used to better understand the service expectations and perceptions of
customers.”(Delivering Quality Service, Zeithaml, Parasuraman, and Berry, 175.) Part II was
designed for the analysis of ASU students’ attitudes and opinions on the available technology
and services prepared by IT personnel. Finally, Part III was designed for determining
demographic characteristics of the survey population.
Methodology & Survey Design
All the data needed was collected by using online and paper-based surveys that were proctored to
students in random classes that had been selected. The only criterion for some of these classes
was that they had to be taught in a computer lab, as this would represent the opportunity to
access the computer-based surveys. Even though the classes were selected at random, it is
important to mention that the ASU’s demographic distribution was taken into consideration
when proctored the service. In other words, the study tried to survey about the same percentage
of freshmen, sophomores, juniors, seniors and graduate students as they are enrolled. Compared
to the number of student s in each classification taken from Angelo State University’s website
from the Fall 2008 count, we were able to see that the total respondents of the survey were a
good representation of the student population. The table that follows shows the differences
between the percent of each classification representative of the survey population and the Angelo
5
Information Technology Survey 2009
State University population as a whole. Also, a total of 274 valid surveys were collected, which
represents 4.8 percent of the student population.
Angelo State
University
Freshman
Sophomores
Juniors
Seniors
Graduate Students
Survey Respondents
2111 represents 37%
1140 represents 20%
991 represents 18%
1292 represents 23%
128 represents 2%
95 represents 35.7%
42 represents 15.8%
34 represents 12.8%
73 represents 27.4%
22 represents 8.3%
Difference
-1.3%
-4.2%
-5.2%
+4.4%
+6.3%
Part I:
The Information Technology survey has been applied and constantly modified for the past
decade. It is composed by three different parts or factors that measure different variables. These
factors focus on the attributes that the staff possesses, the services that the computer labs offer
and the professionalism in which different services are performed. The first part of the survey
which majorly composes the three factors aforementioned uses the SERVQUAL instrument that
was developed by Zeithaml, Parasuraman, and Berry. The study originally started with seven
different dimensions but it has difficulties maintaining distinctions after two stages of scale of
purification. In the original study, the dimensions included Communications, Credibility,
Security, Competence, Courtesy, Understanding and/or Knowledge of Customers and Access.
However, they were later combined into five dimensions due to the similarities among two of
them. These five dimensions were later combined within the three factors or categories of the
survey by applying factor analysis. It is also important to mention that the first part of the survey
is composed by twenty five questions in which we have applied the SERVQUAL method to
provide the most accurate result.
Part II:
The second part of the survey is based on the services and products that Information Technology
is currently offering to ASU students. The questions asked in this section change yearly as the
Information Technology department wants to obtain feedback about the latest IT related trends
among the student body. Furthermore, the Information Technology department provides some
options for the students and asks their opinion about who they would feel if new services were
implemented. In this way, IT can gain an insight into the students’ thoughts and opinions.
Part III:
This section is mainly composed by questions about the demographics of the students surveyed.
Also, there are a variety of questions pertaining to feedback and what the students like about I.T
and what would need to be improved from their perspective.
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Information Technology Survey 2009
Distribution and Analysis
The data used for the distribution and the analysis came from the Information Technology
surveys distributed from March 23rd and May 1st of 2009. As mentioned before, there were two
kind of surveys handed out to the student body. The online survey that was accessed through an
icon placed on the desktop of ASU computers. The second kind of survey was paper-based and
given out to the students during their classes with the approval of their respective professors.
We got a total of 342 respondents and 274 of valid entries. Out of that number, approximately
154 surveys were paper based and 120 were taken online.
All the output of the online surveys was inputted in Microsoft Excel 2007. Some of the
information needed such as demographics and the graphical representation of the results was
obtain using said program. Also, the dataset in Excel was converted to SPSS in order to do the
statistical analysis.
In order to analyze Part I of the survey, the SERQUAL method was used. According to
“Delivering Service Quality”, by Zeithaml, Parasuraman, and Berry, there are 22 questions
within the SERVQUAL instrument. In an attempt to extract the questions that are not within the
parameters set by SERVQUAL, we took the IT survey questionnaire and cross referenced it with
the questionnaire found in the above book. The following are the questions included in the
SERVQUAL analysis.
SERVQUAL
IT Survey Questionnaire
1. XYZ Co. has modern-looking equipment.
1. The computer labs containing state-of-theart computers and peripherals. (Q21)
2. A visually appealing computer lab (i.e. neat,
clean, and organized). (Q12)
3. Computer lab staff who are dressed
appropriately for their position. (Q17)
4. Providing computing services as promised in
the ASU catalog, computer lab brochure, or
web page. (Q10)
5. Services provided at times listed.(Q11)
2. XYZ Co.’s physical facilities are visually
appealing.
3. XYZ Co.’s employees are neat-appearing.
4. Materials associated with the service (such
as pamphlets or statements) are visually
appealing at XYZ Co.
5. When XYZ Co. promises to do something
by a certain time, it does so.
6. When you have a problem, XYZ Co. shows
a sincere interest in solving it.
6. Staff who have the knowledge to answer my
questions about computer lab policies,
operating hours, software, and hardware. (Q3)
7. Computer response time during log-in or
application loading. (Q18)
8. Ability to find an available work-station in
7. XYZ Co. performs the service right the first
time.
8. XYZ Co. provides its services at the time it
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Information Technology Survey 2009
promises to do so.
9. XYZ Co. insists on error-free records.
one of the six labs on campus. (Q14)
9. Relying on the computer lab software and
hardware to operate smoothly. (Q20)
10. Employees in XYZ Co. tell you exactly
10. Being directed by staff to an open
when services will be performed.
workstation at another computer lab if the first
computer lab is full. (Q15)
11. Employees in XYZ Co. give you prompt
11. Receiving a prompt response to my
service.
computer lab problems and/or suggestions.
(Q5)
12. Employees in XYZ Co. are always willing 12. The computer staff’s willingness to help
to help you.
me. (Q1)
13. Employees in XYZ Co. are never too busy 13. Computer lab staff can be distinguished
to respond to your requests.
from other students and are easy to identify.
(Q13)
14. The behavior of employees in XYZ Co.
14. The staff’s ability to instill confidence in
instills confidence in you.
me to use the computer lab software and
hardware. (Q2)
15. You feel safe in your transactions with
15. Counting on the computer labs to have the
XYZ Co.
software and hardware I need to complete
assignments. (Q19)
16. Employees in XYZ Co. are consistently
16. Computer staff who deal with me in a
courteous to you.
caring fashion. (Q4)
17. Employees in XYZ Co. have the
17. Staff who have the knowledge to answer
knowledge to answer your questions.
my questions about software and hardware.
(Q9)
18. XYZ Co. gives you individual attention.
18. Disk space provided to me on the server (P:
drive) is adequate for my data storage needs.
(Q24)
19. XYZ Co. has operating hours convenient to 19. Convenience of normal operating hours to
all its customers.
personal schedule. (Q16)
20. XYZ Co. has employees who give you
20. Computer staff who give me personal
personal attention.
attention. (Q8)
21. XYZ Co. has your best interest at heart.
21. Computer lab staff who have my best
interest at heart. (Q6)
22. Employees of XYZ Co. understand your
22. Computer lab staff who understand my
specific needs.
computing needs. (Q7)
So Q22 – the variety of software available in the computer lab, Q23 – the variety of special
equipment (i.e. scanners and color printers) available in the computer labs, and Q25 – what is
your overall satisfaction level with ASU computer labs have all been eliminated from the
SERVQUAL analysis.
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Information Technology Survey 2009
The first step in order to do the statistical analysis was to recognize and label all the questions
that composed part one in order to run factor analysis and proceed to apply the SERVQUAL.
The first part of the survey was designed to measure the opinions of the users on the desired level
of service and their perceived level of service. The students had the opportunity to assign values
according to a statement. The values were placed in a scale from 1 being the lowest to 9 being
the highest.
The factor analysis technique is applied in order to sort each of the questions under a different
factor. In some occasions, even thought the most of the questions and factors are similar every
year, the variables that form part of that factor might change. According to the factor analysis
applied, this is the distribution of the questions:
Factor 1 (Staff) = A2+A4+A6+A8+A10+A12+A14+A16+A18
Factor 2 (Services) = A22+A32+A38+A40+A42+A48
Factor 3 (Professionalism) = A28+A30+A34
Factor 1 (Staff) - It is basically composed of questions that deal directly with the following
dimensions:



Assurance- Knowledge and courtesy of the employees and their ability to inspire trust
and confidence
Empathy – Providing care and individualized attention
Responsiveness – Willingness to help customers and provide prompt service
The specific questions that were selected by the factor analysis as pertaining to this category are:
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
Q8 - Computer lab staff who give me personal attention
Q9 - Staff who have the knowledge to answer my questions about software and hardware.
9
Information Technology Survey 2009
Factor 2 (Service) - This factor focuses on the following characteristic:

Tangibles – Appearance of physical facilities, equipment and personnel.
The service category is composed by the following questions:
Q11 - Services provided at times listed
Q16 - Convenience of normal operating hours to personal schedule
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
Q24 - Disk space provided to me on the server (my P: drive) is adequate for my data storage
Factor 3 (Professionalism) - This factor relies on how I.T and its employees meet the customers
necessities in a professional manner.

Reliability – Ability to perform the promised service dependably and accurately
Factor 3 is based on the following statements:
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 following questions were not utilized in the study since the factor analysis determined them
to have double factor loading.
Q10 - Providing computing services as promised in the ASU catalog, computer lab brochure, or
web page
Q12 - A visually appealing computer lab (i.e. neat, clean, and organized)
Q13 - Computer lab staff can be distinguished from other students and are easy to identify
Q18 - Computer response time during log-in or application loading
Finally, after running the factor analysis and categorizing the questions in part I, the
SERVQUAL score was determined for each of the factors. The SERVQUAL test uses each of
the factors aforementioned and subtracts the desired levels from the perceived levels.
10
Information Technology Survey 2009
Question (Q) = Perceived (P) – Desired (D)
After we obtained a score for each of the factors, the next step was to run the mean for each one
of them. This was done by inputting the data in Microsoft Excel 2009. However, it can also be
done by adding all the variables for each factor and then dividing it by the number of variables
within that factor.
Score 1 = (Q1+Q2+Q3+Q4+Q5+Q6+Q7+Q8+Q9)/9
Score 2 = (Q11+Q16+Q19+Q20+Q21+Q24)/6
Score 3 = (Q14+Q15+Q17)/3
The mean for each factor is shown in the table below:
SERVQUAL Mean
Scores
Factor 1 (Staff)
Factor 2 (Services)
Factor 3 (Professionalism)
-0.5733
-0.5833
-0.8333
Furthermore, a Crombach Coefficient Alpha instrument was applied in order to guarantee that
the results obtained had internal consistency reliability. The Crombach Alpha possesses a value
between 0 and 1. Any value above 0.6 indicates satisfactory internal consistency reliability. The
Crombach Alphas for each factor is in the following graph. Where Factor (1) is 0.962, Factor(2)
is 0.930 and Factor(3) is 0.804, all of which are above 0.6.
Crombach Alpha
1
0.962
0.93
0.95
0.9
0.85
0.804
0.8
0.75
0.7
Factor 1
Factor 2
11
Factor 3
Information Technology Survey 2009
Once the means for 2009 were calculated, data from previous years were collected in order to
determine if there was improvement or downgrade in services. The graph below shows the
comparison with the exception of data from years 2000-2004 as this data was unavailable.
Overall, Factor 1 showed a slight decrease from last year (-0.0753). Factor 2 also decreased by a
slight amount (-0.0253). However, Factor 3showed a significant decrease in that there was a drop
by -0.3063 within the past year.
0
1999
2005
2006
2007
2008
2009
-0.2
-0.4
Factor 1
-0.6
Factor 2
Factor 3
-0.8
-1
-1.2
Factor 1 – Staff, Factor 2 – Service, Factor3 – Professionalism
Statistical Results
T-Tests
We ran many t-tests. For each of the tests gender or student lives on or off campus were the
independent variable. The dependent variables were as follows…
 each of the 3 factors from the SERVQUAL instrument, or
 Q38: perception of, counting on the computer labs to have the software and hardware I
need to complete my assignments, Q40: perception of relying on the computer lab
software and hardware to operate smoothly, Q42: perception of the computer labs
containing state-of-the-art computers and peripherals, Q44: perception of the variety of
software available in the computer lab, Q46: perception of the variety of special
equipment (i.e. scanners and color printers) available in the computer labs, Q48:
12
Information Technology Survey 2009

perception of disk space provided to me on the server (my P: drive) is adequate for my
data storage, or
All survey questions from Part II.
The following are significant. This means that for each below, there is a relation between the
independent variable and the dependent variable.
Independent
Variable
I_Live (on or
off campus)
Gender
Gender
Gender
Gender
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
Gender
Dependent Variable
Factor 3 - 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.
Significance
Level
.017
Q70: If your phone supports Wi-Fi, do you use the oncampus wireless network?
Q76: If so, was your wireless access (easy to set up without
assistance, required assistance from help desk, or required
assistance from friend.)
Q98: Do you use Photobucket?
Q104: Do you use Youtube?
Q66: During the academic year, what is your most
frequently used method for access to the Internet from your
personal PC or laptop?
Q75: If you own a laptop, is it set up for wireless use on
campus using Clean Access?
Q103: Do you use Skype?
.034
Q106: Are you interested in having more group work areas
with a shared large monitor?
Q107: Would you be interested in having access to a
multimedia room to practice your presentation for classes?
Q108: What is your overall impression with the technology
provided in the classroom?
Q109: Have you ever has a class delayed or cancelled due
to a technology issue?
Q110: How many classes are you taking this semester?
.018
Q111: How many use a data projector?
.048
Q131: If you were asked to give an OVERALL grade to
the ASU technology services, what would it be?
.016
13
.004
.031
.028
.001
.000
.032
.004
.010
.008
.030
Information Technology Survey 2009
Gender
Gender
Gender
Gender
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
I_Live (on or
off campus)
Q157: Have you used, MCS Quiet Area?
Q178: Providing an iPod-Touch to be checked out for
campus use.
Q179: Public scanners that will work with my laptop.
Q180: Printing services for my laptop.
Q130: Have you ever encountered issues using these
resources? (textbook)
Q135: Were you aware of… residence hall internet access?
.001
.000
Q136: Have you used… residence hall internet access?
.024
Q141: Were you aware of… dialup?
.014
Q153: Were you aware of… wireless network access on
campus?
Q154: Have you used… wireless network access on
campus?
Q161: How satisfied were you with… discounted
hardware/software?
Q171: Were you aware of… technology support in the
Texas Hall?
Q172: Have you used… technology support in the Texas
Hall?
Q175: Providing access to a music downloading service?
.002
Q178: Providing an iPod-Touch to be checked out for
campus use.
.002
.002
.002
.006
.000
.000
.018
.000
.000
.037
ANOVAs
We then ran many ANOVAs. For each of the tests academic standing, age, and college of major
were the independent variable. The dependent variables were as follows…
 each of the 3 factors from the SERVQUAL instrument, or
 Q38: perception of, counting on the computer labs to have the software and hardware I
need to complete my assignments, Q40: perception of relying on the computer lab
software and hardware to operate smoothly, Q42: perception of the computer labs
containing state-of-the-art computers and peripherals, Q44: perception of the variety of
software available in the computer lab, Q46: perception of the variety of special
equipment (i.e. scanners and color printers) available in the computer labs, Q48:
perception of disk space provided to me on the server (my P: drive) is adequate for my
data storage, or
14
Information Technology Survey 2009

All survey questions from Part II.
The following are significant. This means that there is a significant difference between the means
in each category.
Independent
Variable
Dependent Variable
Significance
Level
Age
Factor 3 - 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.
.018
Academic
Standing
Factor 1 – 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. Q8: Computer lab
staff who give me personal attention. Q9: Staff who
have the knowledge to answer my questions about
software and hardware.
.001
Academic
Standing
Factor 2 - Q11: Services provided at times listed. Q16:
Convenience of normal operating hours to personal
schedule. 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. Q24: Disk space provided to me on
the server (my P: drive) is adequate for my data
storage.
.008
Academic
Standing
Factor 3 - 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
.005
15
Information Technology Survey 2009
their position.
College of
Major
Factor 2 - Q11: Services provided at times listed. Q16:
Convenience of normal operating hours to personal
schedule. 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. Q24: Disk space provided to me on
the server (my P: drive) is adequate for my data
storage.
.018
College of
Major
Factor 3 - 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.
.044
Academic
Standing
Q38: Perception of… Counting on the computer labs
to have the software and hardware I need to complete
assignments.
Q40: Perception of… Relying in the computer lab
software and hardware to operate smoothly.
Q48: Perception of… Disk space provided to me on
the server (my P: drive) is adequate for my data
storage needs.
Q140: How satisfied were you with… kiosks?
Q176: Providing technical assistance for your personal
computer.
Q131: If you were asked to give an OVERALL grade
to the ASU technology services, what would it be?
Q180: Printing services from my laptop.
.044
Q129: How many of your classes use the disk or
website that comes with your textbook?
Q176: Providing technical assistance for your personal
computer.
Q179: Public scanners that will work with my laptop.
.004
Academic
Standing
Academic
Standing
Age
Age
Academic
Standing
Academic
Standing
College of
Major
College of
Major
College of
Major
Results
16
.017
.025
.050
.011
.035
.024
.032
.044
Information Technology Survey 2009
Part I Results
These results were obtained from the SERVQUAL analysis made with the data from the surveys
collected. The largest gap between the perception and desired satisfaction level of the students
was Factor 3 with a mean score of -0.8333. This means that the Information technology
department should direct its efforts to the area of professionalism. The factor with the closest
margin between desired and perceived satisfaction level is Factor 1 which means that
Information Technology is excelling in this area. Factor 2 stands in the middle which means it is
satisfactory.
Part II Results
The results and the conclusions for this part are listed below:
When the survey-takers were asked if they owned a personal computer, 245 respondents said that
they own their own personal computer, which makes a 94% of the student body surveyed. On the
other hand, 15 individuals did not possess a computer, representing the 6% remaining.
110 ( 42.30%) of the respondents said that they own a personal desktop computer that runs
Windows while another 197 (75.76%) students established that they own a laptop computer that
runs Windows. A total of 9 (3.46%) students own a desktop computer Mac and other 22 (8.46%)
students indicated that they possess Mac laptops. In addition, 7 (2.69%) students said that they
own a desktop computer running Linux and another 7 (2.69%) survey-takers said that they own
laptops that use Linux as their operative system. Furthermore, students were also asked about
other devices that they possess, among the most commons were: 222 own a cell phone device,
134 students own a Blackberry, 113 have an iPhone mobile device, 124 have other kind of
Smartphones, 198 own an electronic music device such an iPod, 124 possess a digital camera,
109 have a personal gaming device, and finally 130 students have a personal printer.
When interrogated about the most frequent method for internet access, 121 (45.31%) the students
said that they got internet access by using commercial broadband services, 38 (14.23%) said that
they got it with cable in their residence hall room, 95 (35.58%) said that they got it with wireless
connection in their room and finally 13 (4.86%) stated that they got internet connection by using
wireless at other locations on campus. Furthermore, when asked about whether they pay for web
access on the cell phones they own, 46% of the (125) students said that they did while the
remaining 53% (145) said they did not. They also stated that 183 (67%) students did not check
their email account from their cell phones while 88 (32%) individuals do check their email
accounts using cell phones. Furthermore, a total of 138 (50.2%) students said that they do check
their ASU email account from their cell phone devices while 133 (48.5%) do not. When asked if
17
Information Technology Survey 2009
they would be interested about the possibility of accessing ASU email through their iPhone,
Blackberry or other smart phones 27 (10.1 %) individuals said that they would be interested
while 238 (89.8%) students said that they would not.
Also, when asked if their phones supported Wi-Fi and used the on-campus wireless network, 60
(23.16%) students said that they did, 110 (42.47%) students stated that they did not, and 89
(34.36%) students said that they did not know about the feature. Furthermore, the students where
asked if they had ever viewed the ASU website regarding smart phones, 27 (10.18%) students
said that they had viewed it while the remaining 238 (89.81%) had not.
The survey also asked the students to identify what medium was primarily used to store the data.
9 (3.30%) students responded that the used Floppy Disk to storage their information, 194
(71.32%) students choose the USB as their data storage device, 56 (20.58%) used the network/Pdrive; while 4 (1.47%) students choose Google docs and another 9 (3.30%) picked email.
When asked about whether they would be interested in drive space associated with each
student’s Blackboard account, 174 (66.6%) students expressed interest while 87 (33.3%) students
said that they would not be interested. Also, the survey interrogated survey-taker about the use of
the personal drive that ASU provides to every student. 228 (86%) students answered that they
use their personal drive to store information while 37 (13.9) students do not.
In addition, the students were questioned if their laptops (if they owned one) were set up for
wireless use on campus using Clean Access. 143 (60.3%) respondents said that they do while 94
(39.6%) do not have their laptop set up with Clean Access. The question that followed inquired
about what kind of assistant the students had needed when setting up the wireless access, 75
(44.11%) students expressed that the wireless access was easy to set up without assistance,
61(35.88%) students required assistance from help desk while another 34 (20%) required
assistance from a friend.
When the students were asked if they had tried to use wireless inside a building and found it to
be unavailable, 57 (24.56%) of them said that they had gone through that situation whereas the
remaining 175 (75.43%) students said that they had not.
The students were also asked if they would be interested in having wireless access available in
outdoor areas, 27 (10.30%) students responded that they were not interested in this service, 66
(25.19%) said that they were somewhat interested, 75 (28.62%) were interested while 94
(35.87%) students said they were very interested.
The survey also asked questions about the interest of students in having a universal charging
station for their laptops and smart phones around campus, library and in general use labs. 51
(19.17%) students said that they were not interested at all, 68 (25.56%) students were somewhat
interested, and 71 (26.69%) were interested while 76 (28.57%) were very interested.
18
Information Technology Survey 2009
The survey was also designed to understand the students better by collecting information about
their habits and the uses they have for technology.
When asked if they owned a laptop, the next answers were given and the student had to check
which one applied best to him or her. 182 students selected that they use their laptops only in
their rooms or homes. 36 students said that they sometimes use their laptops between classes on
campus while 21 students stated that they use them in the ASU study rooms. Also, 11 students
said that they have their laptops with them and use them in class while 28 students carry their
laptops with them and use them at all times.
The survey also asked the reasons why they do not use a laptop outside their room or home. 71
(16.98%) students said that their laptops were too heavy to carry around, 75 (17.94%) students
stated that they are afraid of theft, 38 (9.09%) students said they are not able to connect to
wireless, 34 (8.13%) said that there is not a convenient place on campus where to use it, and
finally 27 (6.45%) students selected that their professor do not allow them use a laptop in class.
Also, 46 (11%) survey-takers said that their laptops took too long to set up, 20 (4.78%) stated
that none of their friends did it, 44 (10.52%) students expressed they could not print files from
their laptops and finally 63 (15.07%) students selected “other” option.
The students were also asked to react to the following statement, “I believe students should pay
for only what they print so that light users would pay less and heavy users would pay more.” 69
(25.74%) students said that they strongly agree with the statement, 85 (31.71%) said that they
agree, 39 (14.55%) stated that they disagree, 25(9.29%) students said that they strongly disagree
and 50 (18.65%) students do not have an opinion over the subject.
When asked about how often they check their ASU e-mail account, 169 (66.01%) students
check their ASU e-mail daily, 70 (27.34%) students check it weekly, 9 (3.51%) monthly, 4
(1.56%) students check it 1-2 per semester and finally 4 (1.56%) students stated they never check
their ASU e-mail. 18 students did not answer to this question.
Furthermore, the students were asked if they used sites such as Facebook and MySpace among
others. 212 (78.51%) students used Facebook while 58 (21.48%) said they did not. 104 (38.51%)
used Twitter while 166 (61.48%) did not. 68 (26.66%) students stated that the use Photobucket
and 187 (73.33%) students do not. Also, 147 (56.75%) students stated that they use MySpace
while 112 (43.24%) do not. 161 (60.52%) students admitted to use Google or Yahoo! Groups
while 105 (39.47%) students do not access to those sites. When asked about iTunes, 113
(44.31%) said that they use it and 142 (55.68%) said that they do not. Also, 72 (27.58%) students
said that they use Flickr and 189 (72.41%) stated that they do not. Among the surveyed students
we found 39 (15.29%) who use Skype while the remaining 216 (84.70%) respondents do not.
Finally, the students surveyed 215 (81.13%) uses YouTube while 50 (18.86%) do not.
19
Information Technology Survey 2009
The survey also questioned the students about how interested they would be if ASU checked out
laptops to use in student gathering areas. 146 (54.68%) students said that they were not interested
at all in this service, 52 (19.47%) said that they were somewhat interested, 49 (18.35%)
established that they were interested and 20 (7.49%) added that they were very interested. 7
individuals did not answer.
When asked how interested they were in having more group work areas with a shared large
monitor, 120 (43.79%) answered that they were interested while 132 (48.17%) said they were
not. 22 individuals did not answer representing an 8.02%. Also, the students were interrogated if
they would like to have access to a multimedia room to practice presentations before classes, 50
(18.24%) students stated that they were not interested at all, 100 (36.49%) said that they were
somewhat interested, 79 (28.83%) students stated that they were interested and 42 (15.32%)
expressed that they were very interested. 3 individuals did not answered representing a1.09%.
The survey asked questions related to the overall impression that the students had with the
technology provided in the classroom, 55 (20.07%) students had an excellent impression of the
technology provided, 162 (59.1%) thought it was good, 49 (17.88%) expressed that had some
issues and 4 (1.45%) thought it was poor. 4 individuals did not answer representing a 1.45%.
When asked to the students if their classes had ever been delayed or canceled due to a
technology issue, 142 (51.82%) expressed that they had gone through that situation whereas 119
(43.43%) respondent that they never had a class delayed or canceled due to technology issues.
13 individuals did not respond representing a 4.74%.
Furthermore, students were asked how many classes they were taking this semester, 4 (1.45%)
individuals answered that they were taking one class, 12 (4.37%) students said that they were
taking two classes, 19 (6.9%) said that they were enrolled in 3 classes. 84 (30.65%) students
stated that they were enrolled in 4 classes. 99 (36.1%) said that they were enrolled in 5 classes
and finally 29 (10.6%) said they are taking 6 classes. The remaining 27 entries were invalid
which represented a 9.8%.
In addition, we interrogated these students about how often their classes used the data projector,
40 (14.59%) students said that they did not use data projectors in any of their classes, 33
(12.04%) say that they used it in one, 60 (29.89%) students said that they used it in two of their
classes, another 60 (29.89%) students stated that they used it for three of their classes. 41
(14.96%) students assured that they used it for four of their classes whereas 16 (5.83%) students
said that they used it for five of the classes they were enrolled in. Finally, 1 student said that he
or she used the projectors in six of his or her classes while 23 (8.39%) individuals did not
respond.
Also, the students were asked about the frequency in which they used the smart boards in their
classes. 185 (67.51%) students said that they did not use the smart board, 31(11.31%) students
20
Information Technology Survey 2009
stated that they used it for a class, 17 (6.2%) said that they used it for two classes, 7 (2.55%) of
them used it for three classes and 5 (1.82%) students use it for four classes they were enrolled in.
29 (10.58%) students did not respond to the question.
Moreover, when asked about clickers, 159 (58.02%) students said that they did not use them, 43
(15.32%) used them for at least one class, 21 (7.66%) students used them in two classes, 11
(4.01%) students used them in three classes, 9 (3.28%) students used them for four classes and 3
students used them for five. 28 (10.21%) students did not answer this question.
Finally, when asked about Synchroneyes, 157 (57.29%) students said that they did not have any
class that used the feature, 73 (26.64%) had at least one class where it was used, 11 (4.01%) used
it on two of their classes, 1 (0.36%) student used the feature for four classes and 32 (11.67%)
students did not answer this question.
The students were asked how frequently they accessed RamPort, 197 (71.89%) students said that
they accessed RamPort daily, 53 (19.34%) stated that they checked it on weekly basis, 10
(3.64%) students accessed it monthly, 4 (1.45%) students check it once a semester and 4 (1.45%)
students stated that they never access RamPort. 6 individuals did not respond which represent a
2.18%. Following this question, the students were surveyed on the areas that they access through
RamPort, 237 students said that they accessed Blackboard through RamPort, 156 used it for
registration, 79 students used it for library access and 231 used it to access their e-mail while
another 32 individuals used it for other purposes.
When asked about how frequently they accessed to the ASU website, 56 (20.43%) students
indicated that they access it daily, 83 (30.29%) do it on weekly basis, 80 (29.19%) access to the
website monthly, 34 (12.40%) students use it once a semester and 13 (4.74%) students never
access it. 8 individuals abstained from answering this question which represents a 2.91% of the
responses.
Also, the students were asked to specify that areas of the ASU website they visit the most, 44
students answered technology, 57 stated that they used the library website, 99 students looked up
the calendar, 114 answered that they checked the faculty and class pages, 78 students checked
the campus life webpage, 70 survey-takers accessed to see the academic life webpage and
another 70 students selected “other” as their destination within the ASU webpage.
The students were also asked to disclose how many of their classes use the disk or website that
comes with their textbook, 56 (20.43%) students said that they have at least one class that
requires to use the disk or the website that comes with the textbook, 27 (9.85%) students said
that 2 classes required it, 18 (6.56%) students said that 3 of their classes, 36 (13.13%) stated that
4 of their classes while 130 (47.44%) students selected “none” as their choice. 7 individuals did
not answer this question, representing a 2.55% of the respondents.
21
Information Technology Survey 2009
When asked to the students if they had ever encountered issues using the previous resources, 56
(20.43%) students said that they indeed had issues while 203 (75.18%) stated that they had not.
15 students did not answer this question, which represents a 5.47% of the respondents.
The students were asked to answer the overall level of satisfaction with ASU Technology. 69
(25.18%) individuals said that the technology services deserved between 100% to 90%, 74
(27%) said that they were in the “B” range with 89% to 80%, 9 (3.28%) students said that
ranking-wise, I.T deserved a “C” grade 79% to 70% and 1(0.3%) student said that it deserved
less than 69%. This question had a very large amount of individuals that left it blank with a total
of 121 (44.16%).
In addition, I.T asked the students if they were familiar with certain services that they offer and if
they were satisfied by the service received. When asked about Help Desk, 110 (40.14%) students
said that they had used it, 29 (10.58%) said that they had not and 135 (49.27%) students left this
question blank.
Also, the students left their opinions of whether or not they were satisfied with the service at
hand. 3 (1.09%) students said that they were not satisfied at all, 6 (2.18%) students said that they
were slightly satisfied, 25 (9.12%) said that they were satisfied. On the other hand, 53 (19.34%)
students said that they were very satisfied and 33 (12.04%) students were extremely satisfied.
154 students did not respond to this question representing a 56.20%.
When asked about the Residential Internet Access service, 75 (27.40%) students said that they
had used it while 39 (14.20%) had not. 160 (58%) survey-takers did not respond to this question.
According to the survey, 3 (1.10%) of the students were not satisfied at all with the residential
internet access, 6 (2.20%) were slightly satisfied, 25 (8.80%) were satisfied and 31 (11.30%)
were very satisfied. Furthermore, 21 (7.70%) students said that they were extremely satisfied
with the service. 189 (69%) of the survey takers did not respond to this question.
When asked about the Kiosks that Information Technology offers in different buildings on
campus, 37 (13.50%) students said that they had used them while 54 (19.70%) had not. 183
(66.78%) students did not answer this question.
The survey takers also defined their levels of satisfaction: 6 (2.18%) students did were not at all
satisfied with the service, 3 (1.09%) were slightly satisfied, 14 (5.10%) survey takers said that
they were satisfied. Also, 16 (5.83%) students said that they were very satisfied with the service
and 11 (4.01%) were extremely satisfied. 224 (81.75%) individuals did not respond to this
question.
The students were also asked about the color printing service in the computer labs. 72 (26.27%)
students said that they had used it while 57 (20.80%) did not. 145 (52.91%) abstained to answer
this question. When asked how satisfied they were with the printing service, 4 (1.45%) students
22
Information Technology Survey 2009
said that they were not satisfied at all, 2 (0.72%) were slightly satisfied, 20 (7.29%) survey takers
were satisfied. Also, 33 (12.04%) students were very satisfied and 22 (8.02%) students were
extremely satisfied. 193 (70.43%) did not answer this question.
Regarding Blackboard, 147 (53.64%) survey takers have used it before wile 3 (1.09%) had not.
124 individuals did not answer this question representing a 45.25%. Also, 2 (0.72%) students
said that they were not satisfied at all by the service, 7 (2.55%) said that they were slightly
satisfied, 22 (8.02%) survey-takers were satisfied, 65 (23.72%) students were very satisfied and
finally 55 (20.07%) were extremely satisfied. 123 (44.89%) individuals did not respond to this
question.
When asked about RamPort e-mail, 147 (53.64%) students said that they had used it while 3
(1.09%) had not. 124 (45.25%) individuals did not answer the question. The level of satisfaction
according to the students is: 2 (0.72%) students are not satisfied at all with RamPort email, 4
(1.45%) are slightly satisfied, 22 (8.02%) students are satisfied and 50 (18.24%) survey takers
are very satisfied. Finally, 70 (25.54%) students are extremely satisfied with the service and 126
(45.98%) did not answer the question at hand.
Regarding Campus Wireless, 89 (32.48%) of the students surveyed had used it before while 45
(16.42%) had not and 140 (51.09%) did not answer. When asked about satisfaction, 3 (1.10%)
students said that they were not satisfied at all, 8 (2.91%) students said that they were slightly
satisfied, 16 (5.83%) were satisfied, 35 (12.77%) students were very satisfied, and 33 (12.04%)
were extremely satisfied. 179 individuals did not answer this question, representing a 65.32%.
The quiet area or also called quiet room at the MCS computer lab has been used by 77 (28.10%)
students while other 54 (19.70%) have not tried it yet. 143 (52.18%) people refrained from
answering this question. In levels of satisfaction, 3 (1.09%) students say that they are not
satisfied at all, 5 (1.82) students seem to be slightly satisfied, 19 (6.93%) students say that they
are satisfied, 26 (9.48%) survey takers say that they are very satisfied by the service and 33
(12.04%) students are extremely satisfied. 188 (68.61%) individuals did not respond this
question.
When asked about the discount that I.T provides for Hardware and Software, 25 (9.12%)
students said that they had used it while 70 (25.54%) said that they had not. 179 (65.32%)
refrained from answering this question. Furthermore, on satisfaction levels, 5 (1.82%) students
say that they are not at all satisfied by this service, 4 (1.45%) say that they are slightly satisfied, 8
(2.91) students are satisfied, 16 (5.83%) are very satisfied and 10 (3.64%) are extremely
satisfied. 231 (84.30%) people abstained from answering this question.
In addition, 54 (19.70%) students said that they had used the McAfee Virus Protection offered by
I.T while 57 (20.80%) students had not. 163 (59.48%) individuals refrained from answering this
question. Based on the levels of satisfaction, 8 (2.91%) students said that they are not satisfied at
23
Information Technology Survey 2009
all by the service, 8 (2.91%) seem to be slightly satisfied, 13 (4.74%) students are satisfied, 15
(5.47%) students are very satisfied and 21 (7.66%) students are extremely satisfied. 209
(76.27%) abstained from answering this question.
Regarding the check out of digital cameras, 18 (6.56%) students had used the service before
while 63 (22.99%) claimed to have not. 193 (70.43%) individuals did not answer this question.
On levels of satisfaction, 5 (1.82%) individuals were not satisfied at all with the service, 1
(0.36%) person was slightly satisfied, 10 (3.64%) students were satisfied, 8 (2.91%) students
were very satisfied, 10 (3.64%) individuals were extremely satisfied and 240 (88%) of the
individuals did not participate in this question.
When asked about ASU Alert, 72 (26.17%) of the surveyed individuals have used ASU Alert
while 54 (19.70%) of the students have not. 148 (54.01%) of the individuals refrained from
answering this question. When asked about the level of satisfaction with the service, 3 (1.09%)
individuals were not satisfied at all, 5 (1.82%) students were slightly satisfied, 21 (7.66%) survey
takers were satisfied, 27 (9.85%) students were very satisfied, 27 (9.85%) individuals were
extremely satisfied and finally 191 (70%) individuals did not answer the question asked.
Furthermore, when asked about the technology support desk at Texan Hall during the fall
semester, 20 (7.29%) individuals said that they had used the service while 69 (25.18%) said that
they had not. 185 individuals did not reply, representing a 67.51% of the survey takers. When
asked about overall satisfaction regarding to this service, 3 (1.09%) students were not satisfied at
all, 1(0.36%) student was slightly satisfied, 6 (2.18%) individuals were satisfied, 14 (5.10%)
students were satisfied, and 10 (3.64%) survey takers were extremely satisfied. A total of 240
(88%) individuals did not respond to this question.
Finally, the Information technology department asked the students to provide opinions about
which services they found most desirable. 52 (18.97%) students thought that providing access to
a music downloading service would be the most beneficial to them. 46 (16.78%) stated that they
were interested in technical assistance for their personal computers. 44 (16.05%) established that
they would like laptops to be checked out for campus use while another 35 (12.77%) thought that
provide wireless access outdoor areas on campus should be implemented. On the other hand, 29
(10.58%) thought that printing service for laptops would be useful. Furthermore, 19 (6.93%)
thought checking out iPod-Touch is most desirable than the other options. 15 (5.47%) students
liked the idea of large format color printing while 9 (3.28%) would like public scanners for their
laptops. 7 (2.55%) students think it is a good idea to have EBook for checkout in the library
while 18 (6.56%) did not answer the question.
Part III: Results
24
Information Technology Survey 2009
It is composed by the demographics of the student that took the survey. Among the valid entries
we received, 130 (47.44%) were male students and 134 (48.90%) were female students, 10
(3.64%) individuals did not answer this question.
Also, according to academic classification, the survey was composed by 95 (34.67%) freshman,
42 (15.32%) sophomores, 34 (12.40%) juniors, 73 (26.64%) seniors and 22 (8.02%) graduate
students. 8 individuals failed to respond to this question representing a 2.91% of the responses.
The survey takers were divided by age in the following brakes: 133 (48.54%) students were
under 21 years of age, 106 (38.58%) were between 21-25, 19 (6.93%) students were between the
ages of 26 and 35, 3 (1.09%) students were between 36-45 years of age and finally 3 (1.09%)
students were over 45 years of age. 10 (3.64%) individuals did not answer this question.
The survey-takers were also classified according to the college of their major, 116 (42.33%)
students belong to the College of Business, 13 (4.74%) to the College of Graduate Studies, 49
(17.88%) to the College of Sciences, 18 (6.56%) to the College of Education and finally 53
(19.34%) to the College of Liberal and Fine Arts. 26 individuals failed to complete this section,
representing a 9.48%
Finally, the last question of the survey had to do with whether or not the students reside on
campus. 97 (35.40%) survey takers live on campus while 164 (59.85%) life off campus. 13
individuals failed to answer this question which represents a 4.74%.
Recommendations

The main problems areas related to wireless network and services are Texan Hall and the
Rassman Building. It is recommended to focus special efforts on these areas to guarantee
a good quality service.

Furthermore, after the research made, we have noticed that most of the students have had
their classes delayed or canceled because a technology problem. It is important for IT to
address this issue by making their response time shorter and service more efficient.

Information Technology should focus more on educating the student body about all the
services that it offers. IT has outstanding services but most of the students seem not to be
aware of them.

There has been an increase of professors asking their students to use the software that
comes with their books; also, we have seen how students often encounter problems using
these resources. IT could help the students by training some of the personnel so they
know how to use the main textbook software.
25
Information Technology Survey 2009

As shown in the statistical results, 72.26% of the ASU students that participated in the IT
survey own an electronic music device such as an iPod or Mp3 player. Therefore, the IT
Department should implement a plan to provide students with a music downloading
service.

Since 48.45% of the ASU students that participated in the IT survey own a personal
computer and 86.91% own a laptop, the IT department should provide technical
assistance for student’s personal computers and laptops.

Furthermore, it would be recommended to create a cover letter for the survey explaining
the students the time that it would take to complete the survey. Students are used to short
surveys and that is why the study has such high non-response rate.

Also, the survey needs to be shortened it to maximize the validity of the answers
obtained, Furthermore, the graduate students in charge of analyzing the data should be
included in the selection of questions and development of the survey.
Finally, we feel that if all the recommendations are taken into consideration, I.T will perceive a
positive change throughout this year. The data presented in this report should be examined by the
Information Technology personnel in order to create an action plan, not only to improve the
services but also to make future decisions.
This report possesses the details on the methods and analysis that were used to provide the
different recommendations and conclusions presented. The report also illustrates the results for
every question asked during the survey, giving a valuable opportunity for I.T in order to
recognize possible problems areas and new trends.
26
Information Technology Survey 2009
Graphical Representation of the Results
Part II Graphics
The second part of the survey is based on the services and products that Information Technology
is currently offering to ASU students. The questions asked in this section change yearly as the
Information Technology department wants to obtain feedback about the latest I.T related trends
among the student body. Results of student who own a personal computer:
Students Who Own a Personal Computer
Yes
No
6%
94%
The students were also surveyed about the kind of computer they own and the operating system
they use. The final results can be seen in the following graph:
27
Information Technology Survey 2009
80.00%
75.76%
70.00%
60.00%
50.00%
42.30%
40.00%
30.00%
20.00%
8.46%
10.00%
3.46%
2.69%
2.69%
Desktop
(Linux)
Laptop
(Linux)
0.00%
Desktop
(Windows)
Desktop
(Mac)
Laptop
Laptop(Mac)
(Windows)
In conclusion, this graphics shows that most of the students possess a laptop or desktop with
windows. The percentages do not add up to a 100% since some students have more than one
device.
Furthermore, the students were indicated to pick the devices that they own, these are the results:
90.00%
81.02%
80.00%
72.26%
70.00%
60.00%
50.00%
48.90%
41.24%
45.25%
47.44%
45.25%
39.78%
40.00%
30.00%
20.00%
10.00%
0.00%
28
Information Technology Survey 2009
This figure shows the number in percentages of the people who possess the different devices. We
can say that after cell phones, most of the student body owns some kind of Electronic Music
Device. It is recommended for the I.T department to take this information into consideration
when making new plans and developing new services.
When interrogated about frequent internet access, the students answered:
Internet Access
5%
Commercial Broadband
Service
45%
36%
Cable in Residence Hall
Room
Wireless Connection in
their room
Using wireless in other
places
14%
This graphic relates to the question is whether or not the student lives on or off campus. As we
can see, most of the students in our survey live out of campus and therefore use commercial
broadband service as the main method for internet access. However, a total of 50% of the
students said that they either use wireless connection on their room or cable in the residence hall
rooms. It is important for ASU to continue performing this service and improve it by offering
more wireless areas.
29
Information Technology Survey 2009
Furthermore, when asked questions related to web access on their cell phones we got the
following answers:
Do you pay for web access on your
cell phone?
46%
Yes
No
54%
Even though the majority of people do not pay for internet access on their phone, there’s a strong
minority group who does and might represent an opportunity for ASU so that they can adapt
some of its services to web access on cell phones.
Do you currently access email from your
cell phone?
32%
Yes
No
68%
30
Information Technology Survey 2009
Do you check your ASU email account
using your phone?
Yes
49%
51%
No
Even though most of the people do not use their phones to do web access, within the small group
that does, e-mail account checking is the most popular option. Therefore, if I.T feels that is
important to adapt their webpage and services to make them available by cellphone, the e-mail
service should be the first one to be considered.
Would you be interested in accessing ASU
email through your iPhone, Blackberry or
other smart phone?
10%
Yes
No
90%
31
Information Technology Survey 2009
If your phone supports Wi-Fi, do you use
the on-campus wireless network?
23%
34%
Yes
No
Do not know
43%
Finally, it is important to let the student know about the services that the Information Technology
department offers. An example of this is the Wi-Fi network that works on campus. The students
can apply it to their phones and get free internet access.
32
Information Technology Survey 2009
Have you ever viewed the ASU website
regarding smart phones?
10%
Yes
No
90%
The survey also questioned the students about how they storage data:
What medium do you primarily use to store your
data?
2%
3% 3%
21%
Floppy Disk
USB Drive
Network / P: Drive
Google Docs
E-mail
71%
33
Information Technology Survey 2009
In conclusion, most of the students at ASU use USB Drives for their data storage, followed by
the P: Drive service. A good idea would be to minimize the use of Floppy Disk in labs and
classes since it does not seem to be useful anymore.
Would you be interested in drive space
associated with your Blackboard Account?
70.00%
60.00%
66.60%
50.00%
40.00%
30.00%
33.30%
20.00%
10.00%
0.00%
Yes
No
According to the results, it is recommended to add drive space to the Blackboard accounts. It
seems like is a service that ASU students would enjoy and be interested in.
34
Information Technology Survey 2009
Do you use the P: drive, your personal drive
space provided by ASU?
100%
90%
80%
86%
70%
60%
50%
40%
30%
20%
10%
13.90%
0%
Yes
No
These responses show that the P: Drive is used by the majority of ASU students and fully
accomplishes its goal. The service should still be in place and maybe improving by offering
more storage space.
If you own a laptop, is it set up for wireless
use on campus using Clean Access?
70.00%
60.00%
60.30%
50.00%
40.00%
39.60%
30.00%
20.00%
10.00%
0.00%
Yes
No
Most of the students are currently using Clean Access in order to access the internet on the
ASU campus.
35
Information Technology Survey 2009
If you own a laptop, was your wireless
access:
20%
Easy to set up without
assistance
44%
Required assistance from
help desk
Required assistance from a
friend
36%
Even though the majority of people though that the wireless access was easy to set up, a
recommendation would be to distribute pamphlets regarding wireless set-up and maybe showing
the students step by step what they need to do.
Have you tried to use wireless inside a
building and found it to not be available?
200
180
175
160
140
120
100
80
60
40
57
42
20
0
Yes
No
No answer
Most of the students have not found major problems trying to connect to the wireless network on
the university. However, there are a few spots in different buildings that should be improved.
36
Information Technology Survey 2009
Would you be interested in having a
wireless access available in outdoor areas
(outside of the buildings)?
10%
36%
Not interested at all
25%
Somewhat interested
Interested
Very Interested
29%
The internet access in outdoor areas seems to be a popular idea for the ASU students and,
according to the students, they would support if it were to be implemented. However, it is
important to see at the results of the following graphics.
Would you be interested in having an universal
charging station for your laptop and smart phone
around campus, in the library and in general use
labs?
29%
19%
Not interested at all
Somewhat interested
Interested
25%
Very Interested
27%
The survey was also designed to understand the students better by collecting information about
their habits and the uses they have for technology.
37
Information Technology Survey 2009
If you own a laptop which best applies to you:
200
180
160
182
140
120
100
80
60
40
36
20
21
11
28
0
I only use it in my
room or home
I sometimes use it
between classes on
campus
I use it in the ASU
study room
I have it with me and I have it with me and
use it in class
use it all the time
As shown in the graphics, the majority of the ASU students surveyed use their laptops only in
their room. Knowing this, the possibility of implementing wireless in outdoors areas would be a
popular service, but not one that caters to the majority of the student body.
38
Information Technology Survey 2009
If you do not use your laptop outside your room or
home, why?
It is too heavy to carry around
15%
17%
I am afraid of theft
I am not able to connect wireless
There is not a convenient place on
campus to use it
11%
18%
5%
My professor does not allow laptop
use
It takes too long to set up
None of my friends do it
11%
I can't print files from my laptop
9%
6%
Other
8%
These results make us believe that it would be important to implement a plan where the ASU
Police and maybe I.T offer their students insurance for their laptops on a small fee. The fee can
be included on tuition or paid directly to the police station when filing the paper work.
39
Information Technology Survey 2009
How do you feel about the following statement:
"I believe students should pay for only what they
print so that light users would pay less and heavy
users would pay more."
19%
26%
Strongly Agree
Agree
9%
Disagree
Strongly Disagree
No opinion
14%
32%
How often do you check your ASU e-mail
account?
180
160
169
140
120
100
80
60
70
40
20
4
4
9
Never
1-2 times per
semester
Monthly
18
0
Weekly
Daily
Did not answer
Most of the users surveyed use their ASU e-mail account daily or weekly. This makes us think
that I.T has been successful in making students to rely on its services.
40
Information Technology Survey 2009
Do you use the following?
250
200
150
100
50
0
Facebook MySpace
Flickr
Photobuc
YouTube
ket
Twitter
Google or
Yahoo!
Groups
Skype
iTunes
Yes
212
147
72
68
215
104
161
39
113
No
58
112
189
187
50
166
105
216
142
As seen in the previous graph, ASU students are heavy users of social and multimedia networks
on the internet. For this websites to work properly, it is important for I.T to keep improving on
the bandwidth it offers to the students.
41
Information Technology Survey 2009
How interested are you in checking out a laptop
to use in student gathering areas?
160
140
146
120
100
80
60
52
40
49
20
20
7
Very interested
Did not respond
0
Not interested at all
Somewhat
interested
Interested
As shown before hand, most of the ASU students who responded this survey said that they
already own a laptop computer. Therefore, this makes the service of checking out laptops
irrelevant to them.
Are you interested in having more group work
areas with a shared large monitor?
8%
44%
Yes
No
Did not answer
48%
42
Information Technology Survey 2009
When discussed about a group area with a shared large monitor, there was a highly split opinion
among the survey takers. The majority said that they do not want such area; however, a 44% of
the respondents would like to experience this service. We suggest that in the case of
implementing this service, to place it in an area apart from the main computer labs. The work
areas could be placed in the Rassman Building or another lab that is not as congested as the MCS
or the Library.
Would you be interested in having access
to a multimedia room to practice your
presentation for classes?
1%
15%
18%
Not interested at all
Somewhat interested
Interested
Very Interested
29%
37%
No response
The same suggestion would apply to this case; the students are overall interested in having
access to a multimedia room. We recommend that room to be somewhat private and maybe have
sign-up sheets to make the use of it organized.
43
Information Technology Survey 2009
The survey asked questions related to the overall impression that the students had with the
technology provided in the classroom
What is your overall impression with the
technology provided in the classroom?
180
160
162
140
120
100
80
60
40
55
49
20
4
4
Poor /
Unacceptable
No response
0
Excellent
Good
Has some issues
The department of Information Technology seems to be regarded as excellent and good on
overall impression. It is suggested to work on the issues that it possesses; however, the students
are overall satisfied.
Have you ever had a class delayed or canceled
due to a technology issue?
160
140
120
142
119
100
80
60
40
20
13
0
Yes
No
44
No response
Information Technology Survey 2009
Have you ever had a class delayed or canceled
due to a technology issue?
5%
Yes
43%
No
52%
No response
This information is very relevant to the study. As we can see, a 52% of the people surveyed had
their classes affected due to technology issues. We advise I.T to implement a plan for faster
response in order to avoid these situations.
How many classes are you taking this semester?
120
100
99
80
84
60
40
20
4
12
1 Class
2 classes
29
27
6 classes
No response
19
0
3 classes
4 classes
45
5 classes
Information Technology Survey 2009
The information received makes us conclude that most of the students surveyed come to school
as full-time students; therefore, they spend a higher amount of time on campus and using the
facilities available.
How many of these classes are using:
200
180
160
140
120
100
80
60
40
20
0
None
One
Two
Three
Four
Five
Six
No
response
Data Projector
40
33
60
60
41
16
1
23
Smart Board
185
31
17
7
5
0
0
29
Clickers
159
43
21
11
9
3
0
28
Synchroneyes
157
73
11
0
1
0
0
32
This distribution concludes that most of the classes majorly use a data projector in order to
function. Also, the clickers can be classified as the second most important tool. It is
recommended for I.T to encourage professors to use the facilities and equipment provided by the
university. The I.T department could offer classes or small seminars on how to use some of the
devices on the classroom; this might complement the lectures of the professors and boost their
confidence towards the use of technology.
46
Information Technology Survey 2009
The following questions were inquires made about RamPort and its use:
How frequently do you access RamPort?
2% 1%
2%
4%
Daily
19%
Weekly
Monthly
Once a semester
Never
72%
No response
RamPort is a highly used tool but the students and it is an important place to put announcements
and other relevant information. We suggest taking advantage of RamPort’s popularity and
adding more services, links and important information.
47
Information Technology Survey 2009
What areas do you access in RamPort?
250
237
231
200
150
156
100
79
50
32
0
Blackboard
Registration
Library Services
Email
Other
Based on this graphic, we suggest focusing the improvements on Blackboard and the email
services while making the library services and registration more known around the student body.
48
Information Technology Survey 2009
The following questions were inquires made about ASU webpage and its use:
How frequently do you access the ASU
website?
3%
5%
21%
12%
Daily
Weekly
Monthly
Once a semester
Never
29%
30%
No response
According to the responses obtained, the ASU website is highly used by the student body, most
of them accessing it daily, weekly or monthly. It is important for Information Technology to
make the website easy to access and understand for the students, so their searches are easier to
make.
49
Information Technology Survey 2009
What areas do you access from the ASU
website?
120
114
100
99
80
78
70
60
70
57
40
44
20
0
Technology
Library
Calendar
Faculty and
class pages
Campus Life Academic Life
Other
The students surveyed responded that they mostly look at faculty and class webpage, while the
second area most accessed was calendar. It is important to keep this websites up to date so that
the students get the most accurate information.
50
Information Technology Survey 2009
How many of your classes use the disk or
website that comes with your textbook?
3%
20%
1
2
3
10%
47%
7%
4
Other
No response
13%
According to the results, over a 50% of the students have been required for one or more classes
to use the CD or website included in the purchase of their textbook. It is important for the
personnel of I.T to be familiarized with the most common software in order to give proper
customer service.
Have you ever encountered problems using
these resources?
6%
20%
Yes
No
No response
74%
After showing the results on the graphic above, we can conclude that students will eventually
require help working the textbook software. Therefore, it is highly suggested to Information
Technology to train the personnel on the most common textbooks software available.
51
Information Technology Survey 2009
Rank each one of the services below
60
50
52
40
46
44
30
35
29
20
19
10
9
0
15
18
7
Most Desirable
Rank each one of the services below as most
desirable
Laptops to be checkout for
campus use
2%
7%
16%
Providing access to a music
downloading service
5%
Technical assistance for personal
computers
11%
19%
3%
Provide wireless outside in
outdoor areas on campus
iPod-Touch check out for campus
use
7%
13%
Public scanners that will work with
laptops
17%
Printing service from laptops
The responses obtained show the preferences of ASU students toward the different services that
I.T might consider offering. We only took into consideration the responses that rated as “most
desirable.” The first rated as most desirable is the possibility of providing access to a music
52
Information Technology Survey 2009
downloading service. ASU can make a deal with one of the major firms and even charge a low
fee for the use of this service. It seems like the most lucrative idea.
Overall Satisfaction Service with ASU
technology services
120
100
111
102
80
60
40
20
30
24
7
0
A
B
C
D
No response
Overall Satisfaction Service with ASU
technology services
3%
11%
A
9%
37%
B
C
D
No response
41%
In the previous question, the students pointed out that they are overall very satisfied or satisfied
with the information technology services at ASU.
53
Information Technology Survey 2009
Have you ever used Help Desk
assistance?
160
140
135
120
100
110
80
60
40
20
29
0
Yes
No
No response
Approximately a 40% of the survey takers have used Help Desk before, which means that overall
it is a very well known and widely use service.
If Yes, how satisfied were you with the
service?
1% 2%
9%
Not at all satisfied
Slightly Satisfied
20%
Satisfied
Very Satisfied
56%
Extremely Satisfied
12%
No response
Furthermore, 40% of the survey takers also said that they are either satisfied, very satisfied or
extremely satisfied by the service they got at Help Desk.
54
Information Technology Survey 2009
Have you used the Residential Hall
Internet Access?
180
160
160
140
120
100
80
60
75
40
39
20
0
Yes
No
No response
If Yes, how satisfied were you with the
Residential Internet Access?
1% 2%
9%
Not at all satisfied
11%
Slightly Satisfied
Satisfied
8%
Very Satisfied
Extremely Satisfied
69%
No response
Most of the respondents that have used residential internet access expressed that they are
satisfied, very satisfied or extremely satisfied with the service. However, we suggest I.T to keep
improving on wireless services, especially in Texan Hall.
55
Information Technology Survey 2009
Have you used the Kiosks?
200
180
183
160
140
120
100
80
60
54
40
20
37
0
Yes
No
No response
If Yes, how satisfied were you with the
Kiosks?
2% 1%
5%
6%
4%
Not at all satisfied
Slightly Satisfied
Satisfied
Very Satisfied
Extremely Satisfied
No response
82%
Looking at the results presented, we highly suggest I.T to encourage the use of Kiosks
throughout campus. Also, a good idea would be to try to place one or two Kiosks on residence
halls to see how the students react to them.
56
Information Technology Survey 2009
Have you ever used Color Printing?
160
140
145
120
100
80
60
72
57
40
20
0
Yes
No
No response
If Yes, how satisfied were you with Color
Printing?
1% 1%
7%
Not at all satisfied
12%
Slightly Satisfied
Satisfied
8%
Very Satisfied
Extremely Satisfied
71%
No response
57
Information Technology Survey 2009
Overall, the students seem to be satisfied with color printer. One of our suggestions to improve
this service would be to teach the L.As and students how to duplex print on those machines.
Have you used Blackboard?
160
140
147
120
124
100
80
60
40
20
3
0
Yes
No
No response
If Yes, how satisfied were you with
Blackboard?If Yes, how satisfied were you
with Blackboard?
1% 2%
Not at all satisfied
8%
Slightly Satisfied
45%
24%
Satisfied
Very Satisfied
Extremely Satisfied
20%
No response
In conclusion, the students are in general satisfied with this service. We can correlate this
question with the one that asked if the students would be interested in an information storage
58
Information Technology Survey 2009
space linked to their Blackboard account. We suggest I.T to try that idea in order to maintain and
improve the quality of service.
Have you ever used Ramport E-mail?
160
140
147
120
124
100
80
60
40
20
3
0
Yes
No
No response
If Yes, How satisfied were you with Ramport
E-mail?
1% 1%
Not at all satisfied
8%
Slightly Satisfied
18%
46%
Satisfied
Very Satisfied
Extremely Satisfied
26%
No response
Students are highly satisfied with RamPort. Among all of the services RamPort e-mail ranks as
one of the first and most popular. IT should keep offering this service and maybe use RamPort
email as a way to advertise its services.
59
Information Technology Survey 2009
Have you ever used Wireless Network Access on
campus?
160
140
140
120
100
80
89
60
40
45
20
0
Yes
No
No response
if Yes, how satisfied were you with the Wireless
Network Access on Campus?
1%
3%
6%
13%
Not at all satisfied
Slightly Satisfied
Satisfied
12%
65%
Very Satisfied
Extremely Satisfied
No response
Even though the wireless service seems to be widely accepted and satisfies the needs of the
students, we suggest improving it in certain areas such as the Rassman Building and the
University Center.
60
Information Technology Survey 2009
Have you used the Quiet Room at the MCS?
160
140
143
120
100
80
77
60
54
40
20
0
Yes
No
No response
If Yes, how satisfied were you with the Quiet
Room?
1% 2%
7%
Not at all satisfied
9%
Slightly Satisfied
Satisfied
12%
Very Satisfied
Extremely Satisfied
69%
No response
We highly suggest to advertise the quiet room and maybe to designate a different room for this
functions. The MCS computer lab is an area of high activity and even though the room might be
closed, it is still subject to noise.
61
Information Technology Survey 2009
Have you ever used the Discount on
Hardware/Software?
200
180
179
160
140
120
100
80
60
70
40
20
25
0
Yes
No
No response
If Yes, how satisfied were you with the Discount
on Hardward and Software?
2% 1% 3%
4%
6%
Not at all satisfied
Slightly Satisfied
Satisfied
Very Satisfied
Extremely Satisfied
No response
84%
The I.T department should advertise their discount on hardware and software since not many
students know about it.
62
Information Technology Survey 2009
Have you ever used the free McAfee Virus
Protection for your Computer?
180
160
163
140
120
100
80
60
40
54
57
Yes
No
20
0
No response
If Yes, how satisfied were you with the free
McAfee Virus Protection for your
Computer?
3% 3%
5%
Not at all satisfied
5%
Slightly Satisfied
8%
Satisfied
Very Satisfied
Extremely Satisfied
76%
No response
The same case applies to the McAfee antivirus services. I.T should widely spread the fact that
they offer free antivirus protection.
63
Information Technology Survey 2009
Have you used the check out of Digital
Cameras?
250
200
193
150
100
50
63
18
0
Yes
No
No response
If Yes, how satisfied were you with the check
out of Digital Cameras?
2% 0%
3%
4%
4%
Not at all satisfied
Slightly Satisfied
Satisfied
Very Satisfied
Extremely Satisfied
No response
87%
This is yet again another case in which the students do not know what services I.T offers. It
needs to be improved by the use of advertising.
64
Information Technology Survey 2009
Have you ever used ASU Alert?
160
140
148
120
100
80
60
72
54
40
20
0
Yes
No
No response
If Yes, how satisfied were you with ASU Alert?
1%
2%
7%
10%
Not at all satisfied
Slightly Satisfied
Satisfied
10%
Very Satisfied
Extremely Satisfied
70%
No response
In general, ASU Alert seems to be a success since the students find it useful.
65
Information Technology Survey 2009
Have you ever used the Technology Support
Desk in Texan Hall at the beginning of Fall
semester?
200
180
185
160
140
120
100
80
60
69
40
20
20
0
Yes
No
No response
If Yes, how satisfied were you with the
Technology Support Desk in Texan Hall at the
beginning of Fall semester?
1%
0% 2%
5%
4%
Not at all satisfied
Slightly Satisfied
Satisfied
Very Satisfied
Extremely Satisfied
No response
88%
The overall satisfaction within the services offered by I.T we can see that
66
Information Technology Survey 2009
Part III – Graphics
Gender
4%
47%
49%
Male
Female
No response
Most of the survey takers were female students and the other 47% were male students, which
correlated with the amount of male and female distribution on campus.
Classification
8%
3%
35%
Freshman
Sophomore
Junior
27%
Senior
Graduate Student
No response
12%
15%
67
Information Technology Survey 2009
The majority of the students surveyed were freshman and sophomores, representing 50% of the
sample number used. These groups can be very useful to gauge their perception towards
information technology. Throughout the years we can measure how their responses change while
they have been exposed to I.T longer.
Age
1% 1%
4%
7%
Under 21 years
21-25 years
26-35 years
48%
36-45 years
Over 45 years
39%
No response
The two major age groups surveyed were people under 21 or between the ages of 21-25. This
represents most of the demographics of college students, which further confirms the validity of
the survey.
Classification by College
9%
College of Business
College of Graduate Studies
19%
42%
College of Science
College of Education
7%
College of Liberal and Fine Arts
18%
No response
5%
68
Information Technology Survey 2009
In this case, the students were divided by their colleges of origin. The only problem that has been
reflected is the lack of response of the College of Education due that it is the largest one in ASU
but one of the poorest ones in the survey response rate.
I live:
5%
35%
On campus
Off campus
No answer
60%
Finally, the majority of the survey-takers were students who currently live off campus. This
might affect the study since some of the services that the survey asks about are focus on oncampus residents such as wireless services within residence halls.
69
Information Technology Survey 2009
The survey offered a space for respondents to express their ideas and to offer suggestions of how
Information Technology could improve its services. Listed below are all the comments received
in this category next to the corresponding survey numbers. All answers that were left in black
were omitted from the study.
Survey Number
06.
Suggestions
Have a lab just for entertainment purposes
09.
Wireless internet can be easy to access, color printers
15.
Making it easier to access P: drive
17.
Get rid of clean access
18.
More applications
19.
Increase availability of wireless internet
23.
Computer hardware upgrades
24.
Fix blackout areas on wifi
30.
Turning in work orders earlier
34.
Make everyone aware of services provided
35.
Color printing for cash not just rambucks, multimedia labs, 24 hr labs
38.
Faster log in and computers, 10 minute timed login for quick printing, a few
computers spread
44.
More hi-tech devices
46.
Able to upload itunes
49.
Act like you’re not bothering them when you ask a question
53.
Less surveys
56.
More help when people call with questions, stronger wireless internet
58.
Be more receptive to student opinions and try to be more like larger universities
59.
Extend lab hours, make it clear and obvious when classes are scheduled for the
lab, improve wireless technology throughout building
63.
Wireless access for off campus students
65.
Better communication about the advantages of programs students have at ASU
66.
More amiable, more software
70
Information Technology Survey 2009
67.
Don’t waste money on all these used tvs, no one looks at them
78.
Hardware assistance in the MCS
82.
Less than 3000 pages to print
84.
Take less time to login after changing password
86.
Be more aware of students
89.
More computer work stations
92.
95.
Quiet room should be quiet, better group work facilities, charge by amount of
printing b/c no one uses 3000 pages
Defrag clean hard devices once a month, dust machines, train technicians on
Linux
96.
Improve teachers understanding of blackboard
97.
Internet access throughout campus
98.
Don’t visit friends while working and dress professionally
99.
102.
103.
Lesson on changing equipment, checkout services, music downloading
services, 24/7 labs
Make services known to everyone
Expand blackboard and make easier to use, financial aid site needs to be more
user friendly
104.
Wireless in the dorm rooms
111.
Quicker wireless
112.
More integration with personal devices
113.
Wireless in dorm rooms
116.
Wireless outside and music downloading
117.
Check email from compatible phones
118.
Wider wifi access
119.
More mobile device interaction, more Mac stations
121.
More Macs instead of PC's
123.
More storage on blackboard
127.
Be more courteous, more willing to help, fix problem the first time
129.
More help desk people
71
Information Technology Survey 2009
130.
Hire more knowledgeable staff
131.
Check computers for viruses
133.
Response time
137.
Not charging for color printing, more Mac support
139.
Virus help
141.
Be more aware of the people that need help and help them
142.
Tell lab assistance not to wear head phones
143.
Tell where all labs are located, be quieter in labs
144.
Find ways to use PC with campus printers and scanner
145.
Printing-only pay for what you use, longer lab hours
150.
Be more compatible with Mac computers, more Mac computer available on
campus
156.
Nothing really, just when the lab is full, let me know if somewhere else is open.
158.
Enforce the quiet room rules.
-Improve the loading time of the computers in the labs; go to msconfig and
disable all the software from starting up. This will increase the speed of the
computer. -Use the university janitors to keep the computer labs clean. Purchase an anti-virus which is highly rated, such as Kaspersky. -Stop using
the HDTV in the MCS111 for advertisements (By the way, students ignore the
TV). Use the HDTV in the MCS111 to let students know which computers are
164.
not in use. This will prevent students from having to search for a computer that
is not in use. -Setup student accounts on exchange. -Update the ATMS in the
UC and MCS111 -Remove the desktop wallpaper students are forced to look
at. -Allow students to print from their laptop computers. -Find a better
program than the Respondus lockdown browser. -Update the look of the IT
department labs (Make the labs look more modern.) Currently the labs look out
of date. -Actually consider the ideas students' present in this survey
165.
Bigger labs
167.
Provide free software for students of entire campus.
168.
Something great
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Information Technology Survey 2009
170.
171.
None I can think of
I like the idea of renting laptops and to supplement that providing wireless
internet outside of buildings would be wonderful.
SAVE TREES and use proper ETHICS when it comes to HIRING, everyone is
172.
equal, that includes your family when hiring they should not have priority over
other potential employees
174.
177.
180.
Personal laptops for students, appropriate and updated software for all
coursework, excellent wireless internet service for laptops
IT provides me with everything I need.
I have had several classes delayed due to technology not working and it didn't
work for the next class meeting so I would suggest quicker response times.
182.
Laptops to check out
186.
I am not sure.
187.
Make it a little easier for Clean Access, I still continue to have problems with it
190.
194.
195.
Bringing back computers with floppy disks because some classes still require
you to have some.
Be nicer
Have the same software on all the computers so that students don't have to go to
a certain place for the software they need.
198.
Need to know a little more about technology, new viruses, and computers
203.
???
207.
Nothing
208.
IT should allow access to our p-drives from our laptops and personal
computers.
209.
Na
211.
Hire better friendly employees.
212.
More available computers in the mcs; always crowded
213.
Provide more group work technologies.
214.
Limited amount of free color printing
215.
Train employees a little longer
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Information Technology Survey 2009
217.
Have more group work spaces
218.
Little bit more professionalism.
219.
Maybe be able to help students with actual computer related homework
questions.
220.
Be educated more on software and hardware.
222.
N/a
223.
224.
Dress code, lack of knowledge in certain areas, help people find seats when
busy
Train student employees much better, have new services for students, don't
charge students who don't hardly use the services!!!!
227.
No suggestions
229.
Doin good!!!!
230.
Keep the labs stocked with paper, ink, and staples.
232.
Free music
236.
None
239.
Add more computers, the labs are cramped!
240.
Uniforms, or something to make them stand out a little more than name tags
243.
Make students more aware of what technology is offered to them.
245.
New staff,
247.
To increase the amount of technology involved in the classroom setting
253.
Help not only when needed
257.
No charge on copiers
260.
Bigger computer labs with more computers :)
261.
More pizza parties
262.
Nothing
263.
More technology
266.
Free Microsoft office to students because many who have computers do not
have the money to buy the program
74
Information Technology Survey 2009
Furthermore, the survey takers were asked to point out the areas where Information technology
excels and “does well.” These are the answers to this question:
Survey Number
06.
Response
Availability, friendliness, effectiveness
08.
Help desk
09.
Puts info out there, have computer accessible 24 hrs, printers always working
11.
Has a lot of computers, easy access, free to all
14.
Have computers available, good help, sufficient labs
15.
Up to date software, very nice and comfortable employees, many
opportunities to access tools
17.
Availability, desk support, general assistance
18.
Stays open late, friendly, always quiet
19.
Provide every students with a chance to use computers, easy accessible
internet and fixes problems well
20.
Provides computers, internet, and helpful services
21.
Assistance and problem solving
22.
Help on connecting to wireless is very useful
23.
Everything
24.
Provides support when needed, try to answers all questions
25
Improve studying habits by providing technology
30.
Clean, help, computers always working
32.
Computers working, fixing computer problems, labs amazing
33.
Gives help when needed, provides 24 hr computer labs, has well working
computers
34.
Availability of staff assistance
35.
MacAfee available, large labs, 3000 pages available to print
38.
Helps you quickly, quiet rooms, decent internet speed
39.
Provide computers
40.
Internet, help desk, facilities
41.
Microsoft office help, printer issues, virus scan
75
Information Technology Survey 2009
44.
Keeps equipment running, answer questions
45.
Maintain clean labs, good lab hours, low cost printing
46.
Help people, try to fix problems, supply the cool stapler
49.
Help load MacAfee
51.
Provides help and in-depth explanations to problems
52.
Assist students, enough computers, technology up to par
53.
Surveys
54.
Help, service and very friendly
56.
Very helpful in person and knowledgeable
59.
Keeps up to date with latest technology, provides students access to scanners
and other devices, keep machines functioning at all times
60.
Labs, printers, scanners, and online website
63.
Updated computers
65.
Top of the line software, help desk features, availability of services
66.
Hours, ramport and web registration
67.
Addressing issues with tech support
68.
Answers questions quickly, provides needed help and keeps computer labs
looking good
72.
Operations hours, help and quick internet access
74.
Help others out
79.
Willingness to help, ability to answer questions and providing work stations
80.
Help with problems, respond fast, polite and nice
81.
Provide adequate facilities, help with problems, 3000 pages to print
82.
Adequate facilities, knowledge, and hours
84.
Fix problems, mandatory password changing, knowledgeable staff
85.
Customer service
86.
Current technology, IT workers available, maintenance conveniently
scheduled
89.
Provide service and friendly staff
90.
Provides high performance computers, helpful service, friendly staff
76
Information Technology Survey 2009
91.
Provides good support and answer problems, many computers, help when
password doesn't work
92.
Plenty of computers, helpful and easy access
93.
Friendly, good service, prompt to help
94.
Help, sit and share knowledge
95.
Customer service, clean facilities, nice machines
96.
Staff ready and willing to help, MCS hours, computers well kept and P: drive
has enough space
97.
Customer service, quick service, friendly employees
98.
Willingness to help, nice equipment, nice website
99.
Knowledgeable, ramport well organized, number of pages to print
100.
Convenient lab times, informative help desk
101.
Help desk
102.
Labs open conveniently, latest technology available
103.
Over the phone assistance, ASU site current
104.
Assistance and quality computers
106.
Computer management
109.
Respond to service issues, friendly, offers a variety of services
110.
Very helpful, software runs smoothly, hrs very accommodating
111.
Help, have computers, nice
112.
Available to help with issues, keep labs clean and neat, keep students in mind
114.
Help setup computers and laptops, clean labs, assistance
115.
Enough useful programs on school computers
116.
Help, support and problem solving
117.
Provides assistance and maintain labs
118.
Service, surveys
119.
Knowledgeable workers, operating stations
120.
Printers full of paper, computers reliable
121.
Hours
126.
Internet in the dorms, hours, having great email service
77
Information Technology Survey 2009
127.
Understanding problems, very professionally looking, good business hours
128.
Computers and printers run well
129.
Help with problems, give immediate attention, nice people
130.
Always available, knowledgeable
131.
Giving out information
132.
Willing to help, good hours
133.
Help desk, connectivity
134.
Help, clean, printers
135.
Helpful and informative, clean labs, have needed software
136.
Provide good learning places, help, good working computers
137.
Wifi, software, hardware
138.
Assistance
138.
Help students fix problems
141.
Help with laptops, help in labs, phone service
142.
Friendly, knowledgeable and they find solutions
143.
Help desk, printers full of paper
144.
Many computers available, many pages allowed to printer for free, wireless
internet access in dorms
145.
Ramport and Blackboard helpful, programs are helpful, staff willing to help
151.
Helping, caring, hard workers
153.
Help with applications, fix printers
156.
Locations of labs, hours open, tech up to date
158.
Hours availability program help
164.
-Not using the janitors to clean the computer labs. -Wasting electricity by
leaving computers on when they are not in use -Using an anti-virus which
does not really protect students’ computers from viruses. -Not providing
students with exchange email accounts, which is more secure than squirrel
mail. -Creating surveys which have the same questions as last year. Forcing students to see an ugly background when they log into the
computers. Why do we have an art department? Maybe the art department
78
Information Technology Survey 2009
should provide the IT department with some tips on how to create clean and
crisp desktop background.
165.
Help, fix paper jams in printers, and keep paper in printers
167.
Provides free software for students of a particular class.
168.
Help, smile, talk
169.
Responds quickly to technical problems. Keeps printers stocked with paper.
Helps find open computers.
170.
Help desk, color printer, printers
171.
Troubleshoot problems Friendly staff(customer service) Update PCs and
equipment every couple of years
172.
Getting my money, killing trees, and easy internet access!!!!!
174.
Helpful, provides email, is searching for solutions to problems
175.
Support, help, organized
177.
Provide assistance, have convenient hours, keeps the system up and running
well
178.
Help organize patient
179.
Helping students Being available
180.
Knowledge and ability to help
181.
Help
182.
Answer questions offer assistance and uses good equipment
184.
The computers are always working, the software is up to date. The labs are
clean. Helps you when you need it.
186.
Labs hours Providing assistance Satisfying
187.
Provides enough and accurate help
189.
Keeps up to date makes it easy to access stuff Has help if needed
190.
Give good instructions. Has organized material. Always helpful when you
need help.
191.
Good technology, quick modems, printing
192.
I like that they have disk space on for any info we need to save, the desk
people are really nice, the computers run fast!!!!!
79
Information Technology Survey 2009
193.
Gives great assistance when needed Can fix problems easily Always willing
to help
194.
Help, look at student needs, try to make us happy
195.
Providing me with the software I need for my classes. They are all friendly.
They have a very quick service
196.
Good help when I have problems with my computer Friendly
198.
Helps you if you have an issue on your personal computer helps you if you
have an issue with the school computer always there when they say they are
202.
Assistance good presentation overall good technology advancements
203.
Idk
206.
Provides internet helps when needed have a good knowledge
207.
Helping out, Availability, Computers always working fast and up to date
208.
Wireless, Printing, and Service
209.
1. The computer labs are open and run at convenient times.
always kept clean
2. The labs are
3. The IT department is very helpful if you have a
question.
211.
Some people answer questions.
212.
Provides paper for printing; has someone at the front desk; has hole punch
and staplers available
213.
Ramport email, Internet speeds, Internet reliability.
214.
24 hours computer labs, free printing,
215.
Customer support provide clean labs quick response
217.
Keeps printers working and stocked Always has staples Usually can help
with a problem or can redirect you do someone that can help
218.
Availability, Knowledgeable, and Quick Response
219.
Provide working computers, Helpful when needed, open at almost all times
220.
Tries hard to solve problems, is always available, keeps area clean.
221.
Prompt assistance, hours of operation,
222.
Assist with technical questions, scanner issues, and providing information
about resources across campus, along with friendly service.
80
Information Technology Survey 2009
223.
Helpful, nice, available
224.
Good hours
226.
Good supply of usable paper
227.
Idk
228.
Talk to people nice fix tech probs
229.
Assistance with questions I have, with the technology, and other stuff
232.
Help students, help students learn, greet people
236.
Assistance with the technology answers to questions that may arise
237.
Updating everything well, updating the ram-page, and keeping the MCS lab
well organized and open daily.
239.
Keeps systems running in a smooth and sound fashion
240.
Being open, helping, friendly
243.
Assistance Providing enough computers Hours of operation to use labs
245.
Blackboard, e-mail, and Somewhat friendly.
247.
Service, internet use, assistance
253.
Nice helps knowledgeable
255.
Assist the students. Answer Questions Good hours
257.
Provides internet provides computers provides communication
261.
Headphones, printers, and passwords
262.
Printing services, friendly service, great help desk support
263.
Service hospitality and willingness to help
266.
Service
274.
The computers are clean, and free from viruses, quick start-up and restart.
Well lit environment
81
Information Technology Survey 2009
Also, according to the students surveyed, the areas that present the most problems with wireless
inside are:
Survey Number
08.
09.
24.
54.
57.
59.
78.
90.
100.
121.
128.
145.
146.
161.
162.
164.
166.
167.
168.
170.
174.
183.
184.
198.
206.
209.
214.
220.
223.
232.
239.
245.
247.
252.
259.
Building / Area
Rassman
UC
Texan Hall
Rassman
Rassman
Rassman
Texan Hall
Cavness
Carr
Carr building,2nd floor of MCS
In every building
Dorm room
Academic
Texan Hall
Texan Hall
Texan Hall
Dorm
Texan Hall
All over the place
Texan Hall
University center
My dorm
3rd floor Mary Massie Dorm.
Texan hall and academic building
Everywhere
Texan Hall
Rassman, and Academic
Rassman 2nd floor
UC, Cafeteria
My room. Laptop is a bit too old for wireless.
It worked but was extremely slow
Class rooms
Residence halls at times
Some Texan dorm rooms
Never tired it in a building other tan the dorm room
82
Information Technology Survey 2009
264.
266.
274.
A
Library
The VIN, the lobby of the RAS, the Library
When interrogated about a universal changing station for laptops, the students replied that in the
case to be implemented, they would like the station to be located on the following areas:
Survey number
09.
14.
15.
17.
19.
27.
29.
30.
32.
34.
39.
40.
45.
Location
Anywhere
Lab and/or library
UC, library, cafeteria
Dorms and labs
All buildings
Library
UC
Library and labs and classrooms
Computer labs
Labs
Labs
Classrooms
Computer labs
48.
51.
58.
59.
60.
64.
67.
72.
74.
75.
80.
86.
91.
93.
96.
102.
105.
UC
Library, cafeteria, UC
Library
Labs and library
Computer labs
Library
Rassman, atrium
Library
Rassman
Labs and library
General used labs
Rassman, MCS
Library and labs
Library
MCS
Library
All over campus
83
Information Technology Survey 2009
112.
114.
115.
116.
119.
121.
123.
126.
128.
135.
137.
138.
140.
142.
143.
145.
146.
151.
154.
164.
165.
166.
167.
169.
170.
172.
174.
182.
183.
184.
187.
189.
195.
196.
198.
199.
UC and library
Cafeteria and UC
Outside buildings, mainly UC
Library and computer labs
UC
Computer labs and UC
Labs and library
By the rambucks atm machine
Computer labs and library
MCS, library, UC, academic, rassman
UC, library, computer labs
Academic building area
UC and library
Library
UC and MCS
UC
Labs and library
Library, UC and cafeteria
MCS
Mathematics and computer science building.
Anywhere
Computer labs
Everywhere. There should be wireless access all over
the campus as well.
Maybe in the less crowded labs such as the CI lab and
the library lab.
Texan dorms, anywhere else :)
Outside the tennis courts, ASU parking lots, lake
house!!!!!!!! Lake house!!!!!!!!!! Lake house!!!!!!!
Business building, MCS, library, university center
UC
Everywhere
Library
It would be very convenient to have it in all the labs.
MCS, library.. Places like that.
The university center
In the library would be great or the UC as well.
In the UC
UC
84
Information Technology Survey 2009
202.
206.
208.
212.
214.
216.
217.
220.
222.
229.
230.
231.
232.
233.
234.
235.
238.
239.
240.
241.
242.
247.
252.
254.
259.
263.
264.
274.
Labs
Doesn’t matter
In the UC dining areas.
MCS, rassman
UC and library
Library, food court
In ASU study rooms
Next to computers.
Throughout the library and rassman building.
Anywhere
Library, labs and UC
Library and rassman
UC, library
Library labs
Anywhere
In hall lobby, UC
Library, dining areas
Most buildings, easy access
Library, classrooms
MCS, UC
All computer labs at computer stations
Library
Library
UC
Dorm commons and lounges
MCS lab library lab and CI lab
A
The ras, mcs, chp
85