The SERVQUAL method takes the three categories mentioned ...



INTRODUCTION

The computer labs at Angelo State University have provided the students and faculty at Angelo State the opportunity to stay ahead of technological barriers throughout the past decade. Each year, a customer satisfaction survey is conducted in order to determine that satisfaction levels felt by the students in regards to the computer labs. The primary aim of the study is to provide information to the computer lab staff regarding the satisfaction levels, in order to provide recommendations for the staff to implement. The recommendations are ways to better serve the customers at Angelo State University and to ultimately provide addition and more quality services while innovating the services currently offered.

The computer labs at ASU are located throughout the campus to better serve the students. The labs offer a variety of services and offer the most up to date software and hardware including scanners, color and black and white printing, internet access, and other various software programs. All of these products and services are offered to ensure that students are able to stay ahead of technology.

The software packages that ASU offers are probably the most important, as every student has different needs in regard to computer software. ASU offers basics, such as soft Office and Corel, to more specifics such as SPSS Statistical Software, Dreamweaver, Quark Xpress, and more specific applications are available to meet the needs of nursing, psychology, math, accounting, computer science, and kinesiology majors.

While ASU offers so many software packages, most students do not have the experience or familiarity to understand and use the software. Some students merely use a single software package in one class to meet requirements. In such cases, the help desk in the Math and Computer Science Building Lab offers help to students. Also, this lab offers 24-hour service, as it is often referred to as the main lab on campus. Customer support is offered by trained lab assistants in any lab, and is offered 24/7 in the MCS lab. Lab teams consist of student lab assistants as well as directing personnel.

In order for ASU to continually stay ahead of the emerging technology field, updates and upgrades are a constant task. Due to the size of the network at ASU these upgrades can be quite a task and often times can be difficult. Most upgrades are done when fewer students are utilizing the computer labs, in order to cause less inconvenience. Hardware and software upgrades usually flow without glitches and are done in a timely manner. Software updates can sometimes cause a little more of a problem, especially when converting previous version files into newer versions. Typical difficulties include corrupt or lost data, inconsistent function keys, and operational rules. Most glitches can be worked out by the professionals in the computer labs.

Survey Design

The method through which the data were collected was by survey. The survey consisted of three main parts. Part One of the survey was built on the basis of the SERVQUAL instrument first instituted by Parasuraman, Berry, and Zeithaml. SERVQUAL is a method used to determine the difference between the level of the perceived and the desired level of service (Hughey, Chawla, and Khan 2003). SERVQUAL was not the only method utilized to measure the level of quality based on the creators recommendations (Hughey, Chawla, and Khan 2003). Parts II and III of the survey were created using several various scales and questions.

Within the SERVQUAL portion of the survey five dimensions were considered within the three categories of the survey.

SERVQAUL DIMENSIONS

1. Responsiveness: Willingness to help customers and provide prompt service.

2. Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence

3. Empathy: Caring, individualized attention the firm provides its customers

4. Tangibles. The physical facilities, equipment and appearance of personnel.

5. Reliability: The ability to perform the promised service dependably and accurately.

(Hughey, Chawla, Khan 2003)

Parasuraman, Berry, and Zeithaml originally started with seven dimensions but these were later combined together to create the above five dimensions. Due to the similarities between three of the seven dimensions and due to the number of valid surveys returned the dimensions were downsized to only three factors. This is allowable due to the original combined dimensions done by Parasuarman, Berry, and Zeithaml. The following are the three factors that were combined to provide better analysis:

1. Staff – this contains the dimensions of Responsiveness, Assurance, and Empathy. The staff dimension is concerned with customer service, the willingness to help and provide prompt service to students, the knowledge and courtesy of staff, caring and individual attention provided to the customers.

2. Setting – this focuses on only one dimension, Reliability. This dimension is concerned with the ability of the computer labs to provide reliable, dependable, and accurate services to its customers.

3. Tools – this area is concerned with the dimension of Tangibles. Tangibles refer to the physical facilities, equipment and hardware, and appearance of the personnel.

Responsiveness, Assurance, and Empathy are closely related and are all mainly concerned with the ability to provide customers with quality service, help, and attention, therefore, they were combined into one category, entitled, STAFF.

Part Two of the survey involves

The SERVQUAL method takes the three categories mentioned previously and establishes them as Factor 1, Factor 2, and Factor 3. The method will take the desired and perceived levels and establish a gap between them. The SERVQUAL method measures the gap, or difference, between the perceived level of service and the desired level of service quality (Hughey, Chawla, and Khan 2003). The analysis was run and each question was placed in one of the three factors. The factors are calculated as follows:

FACTOR1 = Q1 + Q2 + Q3 + Q4 + Q5 + Q6 + Q7 + Q8 + Q9 + Q10

FACTOR2 = Q11 + Q12 + Q13 + Q14 + Q15 + Q16 + Q17 + Q18 + Q19

FACTOR3 = Q20 + Q21 + Q22 + Q23 + Q24 + Q25

FACTOR1 consisted of ten questions all concerned with the staffing within the computer labs. FACTOR2 consisted of nine questions all in respect to setting. FACTOR3 consisted of six questions all concerning the tools in the computer labs. A separate SERVQUAL method was run to measure the final question in Part I of the survey. This question was in regard to the overall satisfaction of the computer labs.

Each of the Q variables above was summed up to represent the overall value of each factor. The Q variables were each calculated by subtracting the mean desired value from the mean perceived level value for each question. Thus, each of the Q variables will denote the gap between the mean expectations of students and the mean perceptions of the students, for each of the questions in Part I of the survey.

After each of the factors was established, a SERVQUAL score was calculated for each of the three factors. This score is calculated by taking the aforementioned factor values and dividing it by the number of questions within that factor. The mean values for each of the score variables are listed below and are labeled as SCORE1, SCORE2, and SCORE3. The TOTAL score is the mean value for the final question on the survey concerning overall satisfaction of the computer labs.

SCORE1 = FACTOR1 / 10 = -1.0694656

SCORE2 = FACTOR2 / 9 = -0.9420413

SCORE3 = FACTOR3 / 6 = -0.6870229

TOTAL = Q22/1 = -.8880407

Each of the SERVQUAL scores above represents the overall gap between the mean desired level of service and the mean perceived level of service by the students for each factor (category) of customer service. The score values are negative, which indicates that the students do desire a higher level of customer service in each of the three factors as well as the overall aspect of the computer labs than what they are currently receiving.

The three factors have remained the same from the previous survey analysis done in 2004. As the factors were determined, they each had to be tested for validity. A correlation analysis was conducted on each of the three factors as well as the total factor. For the purpose of this analysis the total factor is omitted. The value of the Cronbach’s alpha coefficient for standardized variables was examined for each of the three factors. Within the Cronbach analysis variables that are scored with a coefficient close to one are considered to have a high level of internal consistency validity. Each of the factors in this survey had a relatively high level of internal validity. The Cronbach alpha coefficients are listed below and are compared to the 1999 longitudinal study and the study from last year, 2004.

Variable 1999 2004 2005__________

SCORE1 0.924 0.959884 0.858922

SCORE2 0.852 0.921547 0.815433

SCORE3 0.769 0.947544 0.857047

The scores above show a significant decrease in the level of validity from the 2004 analysis, but still a slight improvement from the 1999 longitudinal study.

Variable N Mean

-----------------------------------------------

SCORE1 393 -1.0694656

SCORE2 393 -0.9420413

SCORE3 393 -0.6870229

TOTAL 393 -0.8880407

SERVQUAL FACTORS

Factor 1: STAFF

Q1: The computer lab staff’s readiness to respond to my needs

Q2: The computer lab staff’s willingness to help me

Q3: The staff’s ability to instill confidence in me to use the computer lab

software and hardware

Q4: Staff who have the knowledge to answer my questions about computer lab

policies, operating hours, software, and hardware

Q5: Computer lab staff who deal with me in a caring fashion

Q6: Receiving a prompt response to my computer lab problems and/or

suggestions

Q7: Computer lab staff who have my best interest at heart

Q8: Computer lab staff who understand my computing needs

Q9: Computer lab staff who give me personal attention

Q10: Staff who have the knowledge to answer my questions about software and

hardware

Factor 2: SETTING

Q11: Providing computing services as promised in the ASU catalog, computer

lab brochure or Web Page

Q12: Services provided at times listed

Q13: A visually appealing computer lab (i.e. neat clean, and organized)

Q14: Computer lab staff can be distinguished from other students and are easy to

identify

Q15: Ability to find an available workstation in one of the seven labs on campus

Q16: Being directed by staff to an open workstation at another computer lab if

the first lab is full

Q17: Convenience or normal operating hours to personal schedule

Q18: Computer lab staff who are dressed appropriately for their position

Q19: Computer response time during log-in or application loading

Factor 3: TOOLS

Q20: Counting on the computer labs to have the software and hardware I need

to complete assignments

Q21: Relying on the computer lab software and hardware to operate smoothly

Q22: The computer labs containing state-of-the-art computers and peripherals

Q23: The variety of software available in the computer lab

Q24: The variety of special equipment (i.e. scanners and color printers)

available in the computer labs

Q25: Disk space provided to me on the server (my P: drive) is adequate for my

data storage needs

Total: OVERALL SATISFACTION

Q26: What is your OVERALL satisfaction level with ASU computer labs?

RESULTS

The survey results varied in several instances from the past years results. The majority of the users of the computer labs are under the age of 21. There are slightly more females than males that use the computer labs, a 23% difference in males and females. The users are fairly evenly divided among freshman, sophomores, juniors, and seniors, with seniors have having the highest number of users. Graduate students accounted for approximately 6% of the users. The majority of these users can be classified into the College of Business and Professional Studies, more specifically Business Administration and Kinesiology majors.

Students were given a list of seven potential future services to be offered by the Information Technology department. The students were asked to rank their most desired selection with a 1 and the least desired service as a 7, ranking the entire group 1-7, using each number only once. After the analysis was run, and means were determined for each service, the service with the closest mean rank to 1 was providing access to limited software in the labs from home. The second service with the closest mean rank to 1 was providing the ability to use only one username and password to access ALL your university user accounts. As for the majority of students, the majority of students ranked a 1 on the username and password service previously stated. Other popular desired services were providing anti-spy ware and pop-up blockers for personal computers and providing technical assistance for your personal computer. Overall the least desired service was providing an ASU email address that a student could keep after graduation.

The mean rankings per question, as well as the questions are shown below:

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Questions

Providing anti-spy ware and pop-up blockers for your personal computer

1. Providing access to limited software in the labs from home

2. Providing the ability to use only one username and password to access ALL you university user accounts

3. Providing access to a music downloading service

4. Providing spam-filtering for your ASU e-mail account

5. Providing technical assistance for your personal computer

6. Providing an ASU e-mail address that you can keep after you graduate

**SERVQUAL means can be found in the graphs appendix

Almost 90% of students own a personal computer, with 56.7% of them owning a desktop computer. Almost 87% of the total number of students owning a computer has one that is IBM compatible. Only 29% of students plan to purchase an iPod or and Mp3 device within the next six months.

The majority of students find out about resource services offered through either other student’s word of mouth, or from signs/flyers posted on campus. Computer lab usage is mainly concentrated I the Math/Computer science lab 111, where, on average, students will visit the lab 3.3 times a week. Of the students, 39.4% expressed that they would definitely like to have an environment of the computer lab specifically set aside for quiet work. Only 16.8% of students, who use the computer labs, have had a question that the lab assistants were not able to answer. These questions mainly related to either statistical software or to specific software geared toward a very specific class or area of study.

Almost 85% of students who use the computer labs reported that they experience hardware/software problems or errors either some of the time or most of the time.

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As depicted from the graph above, students in the Colleges of Liberal and Fine Arts, and Professional studies reported experiencing hardware/software errors significantly more often than students in the College of Sciences. This trend is similar to past studies, where Liberal and Fine Arts and Professional Studies had experiences much more problems or errors as well.

A Chi-square test was conducted to test whether age was a leading factor in whether there were more or less hardware/software errors. In the past there was significant difference in students who were “under 21” vs. students who were “21 +.” The 2005 analysis revealed that age did not have any bearing on software and hardware errors. A chi-square test was also done in correlation to gender, generating the same results. This means that in regard to problems these two demographics should be treated the same, no special significance or treatment is needed.

Services

Of the students surveyed, 49.9% have used the off campus dial-up provided by ASU, but over half of these students were satisfied with the service. Of all the students, regarding this service, they mean ranking was 3.45 out of 5.00, showing that on average students are mostly satisfied with the ASU dial-up service. Also, only 22.9% of students surveyed are using their access to the network drive space from home, but of the students using this service, 68% of them were satisfied with the service. Other frequencies of these services can be found in the frequencies appendices.

52.7% of students have used the 24-hour MCS computer lab, more specifically during the hours of 1:00 am to 7:00 am. Also in the MCS lab, only 39.9% of students have used the color-laser printing offered, of those students 71% of them were satisfied with the color-laser

printing. This low percentage could be attributing to the lack of awareness of the color printing option, costs and complexity of color printing, or convenience.

95.2% of students reported that they have been in a classroom where a teacher used a computer and projector or document camera. Over 85% of these students reported that it had a moderate to a positive impact on their learning experience regarding the effectiveness of the presenter and retention of the material. Over 85% of students also reported that they either use web-based materials in their classes, weekly, if not daily. Students expressed little interest in participating in review sessions or discussions via chat rooms or message boards. Students were also not interested in having a personal online calendar. Students, were however, somewhat to very interested in having a place on the web that delivers customized content to them.

The majority of students all knew what types of services ASU offered. There were a few that could use some promotion. The services where more students reported that they did not know ASU offered were discounted hardware/software, access to network drive space from home, and wireless network access on campus.

In regard to spam and spy ware, a recent problem for all computer users, students reported that overall it is somewhat of interference. Of the students who use their ASU email account, 56% reported that there is either a major interference or a minor interference regarding spam on their ASU email account. 56% of students also reported that spy ware or pop-ups have a minor or major interference on their person computer use. As for the computer labs, only 40% of students reported that spy ware and pop-ups were a minor or major interference.

The majority of students reported that they use off-campus broadband such as DSL or cable modem to connect to the internet from home, with over 33% of students doing so. Of this 33%, 54% of them use COX Communications as their service provider.

Students were finally asked to report their overall satisfaction level with the ASU computer labs. Over 79% of student reported that they were either very satisfied or extremely satisfied with the ASU computer labs. This is a significant increase from last year’s study, where only 59% of students reported this satisfaction level.

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The graph above is a representation of the mean SERVQUAL scores in comparison to the hardware/software error frequencies. The clearly shows that that mean scores for each of the three factors, staff, setting, and tools, decreases as the hardware/software error frequency increases.

PART I – STAFFING

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Q1: The computer lab staff’s readiness to respond to my needs

Q2: The computer lab staff’s willingness to help me

Q3: The staff’s ability to instill confidence in me to use the computer lab

software and hardware

Q4: Staff who have the knowledge to answer my questions about computer lab

policies, operating hours, software, and hardware

Q5: Computer lab staff who deal with me in a caring fashion

Q6: Receiving a prompt response to my computer lab problems and/or

suggestions

Q7: Computer lab staff who have my best interest at heart

Q8: Computer lab staff who understand my computing needs

Q9: Computer lab staff who give me personal attention

Q10: Staff who have the knowledge to answer my questions about software and

hardware

PART I – SETTING

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Q11: Providing computing services as promised in the ASU catalog, computer

lab brochure or Web Page

Q12: Services provided at times listed

Q13: A visually appealing computer lab (i.e. neat clean, and organized)

Q14: Computer lab staff can be distinguished from other students and are easy to

identify

Q15: Ability to find an available workstation in one of the seven labs on campus

Q16: Being directed by staff to an open workstation at another computer lab if

the first lab is full

Q17: Convenience or normal operating hours to personal schedule

Q18: Computer lab staff who are dressed appropriately for their position

Q19: Computer response time during log-in or application loading

PART I – TOOLS

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Q20: Counting on the computer labs to have the software and hardware I need

to complete assignments

Q21: Relying on the computer lab software and hardware to operate smoothly

Q22: The computer labs containing state-of-the-art computers and peripherals

Q23: The variety of software available in the computer lab

Q24: The variety of special equipment (i.e. scanners and color printers)

available in the computer labs

Q25: Disk space provided to me on the server (my P: drive) is adequate for my

data storage needs

PART II

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Have you used this service? If yes, how satisfied were you with the service? [pic]

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PART III

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DEMOGRAPHICS

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WRITTEN COMMENTS

Q5B: How would you like to find out about new services?

|Survey No. |Response |Survey No. |Response |

|3 |Rampage |214 |Email |

|5 |Signs |215 |Email |

|7 |Email notifications |216 |Teachers |

|9 |Signs or flyers in labs |217 |Signs, Flyers, Students |

|10 |Lab Assistants |224 |Email or direct mail |

|11 |Lab Assistants,Signs/Flyers |225 |Email |

|13 |Email notifications |228 |Rampage |

|14 |Email notifications |230 |Email |

|15 |Signs/Flyers |233 |Post on Blackboard, or mail |

|18 |RamRadio |235 |Signs/Flyers |

|20 |Email |236 |Signs/Flyers |

|21 |Email |238 |Signs/Flyers |

|24 |Email |242 |Rampage |

|31 |Flyers |244 |Flyers, Emails |

|39 |email |245 |Flyers |

|43 |brochures |248 |Email |

|45 |ASU homepage, internet |249 |Teachers |

|47 |Flyers |250 |Webpage |

|48 |Brochures in the mail |254 |Other Students |

|50 |Desktop |256 |Rampage, emails |

|52 |Email |261 |Email |

|53 |Signs/Flyers |262 |Signs, brochures, flyers |

|55 |Flyers |263 |Letter sent by mail |

|56 |Signs/Flyers |265 |flyers |

|57 |Email |266 |Teachers |

|59 |Email |268 |Advertisements |

|61 |Mail |269 |Schedules for the fall |

|62 |Teachers or Informants |273 |Email |

|64 |Technology webpage |275 |Email or mail |

|65 |Staff Possibly |276 |Signs |

|67 |Signs in Tech labs |278 |Signs/Flyers |

|71 |Signs |279 |Brochures |

|72 |Email |280 |Signs/Flyers |

|73 |Signs/Flyers |283 |Rampage |

|76 |Brochures |284 |Tech Webpage |

|79 |Preview ASU |290 |FLyers |

|80 |Signs |293 |Flyers, Webpage |

|81 |Email |296 |Desktop |

|83 |Signs |298 |Email |

|87 |Letters |301 |Rampage |

|95 |Desktop |302 |Brochures |

| |Email |305 |Signs/Flyers |

| | | | |

|97 | | | |

|101 |Email |306 |Signs/Flyers |

|105 |Brochures |310 |Email |

|111 |Email |312 |Signs/Flyers |

|115 |Email |313 |Email |

|116 |Signs/Flyers |316 |Brochures, rampage, website |

|118 |Email |318 |Email |

|123 |Professors |321 |Email |

|125 |Email |325 |Email |

|127 |Mail |326 |Email |

|128 |Email |328 |Brochures |

|130 |Students |329 |Call me |

|136 |Teachers |331 |Email |

|140 |Signs/Flyers |332 |Flyers |

|146 |Website |339 |At Log on |

|150 |Email |341 |Email |

|151 |Signs/Flyers |345 |Signs |

|154 |School |346 |Signs/Flyers |

|155 |Web Page |347 |Signs/Flyers, brochures, webpage |

|158 |SPAM |351 |Signs/Flyers |

|159 |Rampage |352 |Online |

|160 |Email |358 |Students |

|161 |Email |359 |Brochures |

|162 |Email |361 |Blackboard |

|164 |Tech Webpage |363 |Email |

|168 |All listed |369 |N/A |

|171 |Email |370 |webpage |

|173 |All listed |371 |Mail Card Announcements |

|180 |Email, flyers, teacher |372 |signs/flyers |

|184 |Brochures |376 |email |

|188 |Signs/Flyers |378 |email |

|193 |Signs/Opening page at login |379 |by mail |

|195 |Does not matter |381 |not applicable |

|196 |Signs/Flyers |385 |Desktop |

|198 |Brochures |387 |Signs |

|200 |Teachers |389 |Desktop |

|207 |Signs, Rampage |392 |email |

Q10: Please list the software where there was a question that a lab assistant was not able to answer

|Survey No. |Response |

|3 |Excel |

|9 |SPSS and Adobe Photo Shop |

|11 |Photoshop, printing |

|21 |BIOS |

|27 |Scanning |

|28 |Music Software |

|32 |Maple |

|49 |Scanning |

|81 |Exceed on Demand 4.5 |

|88 |VPN Client |

|95 |Linux public domain burning software |

|117 |MSN Messenger does not work anymore |

|134 |Media Player |

|138 |Daedulus |

|142 |Adobe Photoshop |

|143 |Word |

|151 |UNIX environment |

|153 |server opps involving IBM370 or Xxeeld Cndemand |

|154 |the computer freezing |

|157 |PowerPoint |

|171 |Windows Media |

|173 |Everything |

|179 |PowerPoint, excel |

|191 |Excel |

|216 |Getting rid of a trojan start page virus |

|231 |Excel |

|233 |Dreamweaver |

|241 |Excel |

|243 |Excel |

|244 |Publisher |

|245 |Word |

|248 |Corel Draw and Adobe Photoshop |

|275 |Something for astronomy |

|283 |PDF Formatting |

|284 |Excel, SPSS |

|286 |SPSS |

|289 |Converting word to PDF |

|294 |SPSS |

|296 |Quark Express |

|298 |Converting works to word |

|336 |PowerPoint |

|341 |Real Player/Media Player |

|347 |VPN client setup |

|372 |SPSS |

Q13: Other response to the reason why students do not use their ASU email account.

|Survey No. |Response |

|19 |I don’t know how to access it |

|34 |Cannot check it off campus |

|52 |Forgot my password |

|61 |Don’t know where to check it |

|82 |Don’t know my password |

|93 |Don’t know how to use it |

|94 |Don’t know how to access it |

|104 |Don’t know how to get on |

|113 |too much junk mail |

|147 |too much spam |

|155 |Had trouble signing in |

|159 |Get spam from banks everyday |

|162 |Use for school only |

|188 |Don’t know password |

|190 |Don’t know how to access it |

|197 |Never learned how |

|224 |Already have an account that people know |

|235 |My computer wont let me get on it |

|236 |Was not web based from the beginning |

|240 |Work Account |

|260 |Just don’t like it |

|263 |don’t know how to access it |

|276 |Cannot log in |

|294 |Did not know about it |

|309 |Forgot Password |

|310 |Don’t know password |

|315 |Seems slow |

|316 |can never access, have tried |

|318 |It sucks |

|322 |Use Work account |

|324 |Like my yahoo account better |

|331 |No one showed me how to use it |

|351 |Was never able to log on |

|359 |Cant get in |

|367 |Lots of junk mail |

|376 |I have to for my computer class |

|381 |I was told to! |

|388 |Spam |

|392 |I have to for my computer class |

Q14: Other email provider used

|Survey No. |Response |Survey No. |Response |

|3 |Earthlink |235 |Excite |

|5 |AOL |238 |Excite |

|10 | |241 |Cox |

|11 |AOL |247 |GMX |

|14 |AOL |249 |Cox |

|19 |Netscape |251 |AOL |

|28 |AOL |257 |Earthlink |

|33 |AOL |263 |MSN |

|45 |AOL |267 |MSN |

|49 |AOL |283 |AOL |

|51 |Excite |288 |AOL |

|52 |AOL |295 |Compuservce |

|54 |AOL |306 |AOL |

|62 | |309 |Cox |

|63 |AOL |312 |AOL |

|65 |AOL |314 |AOL |

|70 |AOL |316 |AOL |

|81 |AOL |319 |AOL |

|95 |My own server |322 |AOL, work account |

|126 |AOL |328 |AOL |

|128 |AOL |331 |Comcast |

|130 |AOL |337 |AOL |

|132 |AOL |339 |AOL |

|138 |Cox |343 |AOL |

|147 |Cox |347 |Zipnet |

|153 |AOL, personal email server |349 |MSN |

|160 |Cox |366 |Coxnet |

|212 |Cox |380 |AOL |

|213 |America Online |386 |Cox Communications |

Q34: What three things do you think the Information Technology Department does well?

|Survey No. |Response |

|1 |Hours of Availability, Free printing |

|2 |Keep paper checked in printers, friendly help |

|3 |Provide computers to students, Free Printing, 24 hour services |

|4 |Service, Updates, Provide modern up to date technology |

|5 |Good lab hours, helpful assistants, provides necessary programs |

|6 |Have Programs I need available, give assistance when asked |

|7 |Assistance, Troubleshoot problems on computer, Availability |

|9 |Keep up to date with software, have a very helpful staff, have great operating hours |

|10 |The MCS Lab assistants are very helpful, they set up my virus blocker and my vpn client on my laptop for me, they |

| |answer all my questions quickly |

|14 |Good range of technology at students hands, available anytime |

|17 |They are helpful, being open late hours is good and they are nice and friendly |

|18 |Provides good assistance, excellent source for software, and good advice on virus protection |

|21 |Sit behind their desk, look at their own computer, and talk to each other |

|22 |Open when I need it, help out if I need it |

|23 |Fast loading on computers, rare occasions of spam and spy ware |

|24 |Software, help, convenience |

|25 |Answers questions, provides software needed |

|26 |Helpful staff, availability of stations |

|28 |Knowledge of computers |

|29 |Allows easy and fast access to computers , allows me to print things off the computer really fast |

|30 |Enough computers, senior staff at MCS lab is very competent, software selection is excellent |

|31 |Give Personal Help in lab, allows easy access to the internet |

|32 |Good knowledge |

|33 |Maintaining everything in working order (always paper in printers) friendly staff, and plenty of computers so you |

| |never have to wait very long |

|34 |Services provided, knowledge, # of labs |

|35 |I like the fact that they are open 24 hours, very friendly staff |

|38 |Offer free printing, hours open |

|39 |assistance\ |

|41 |Friendly, informative (know their stuff), helpful |

|42 |They are usually helpful with questions and problems, Its nice to have dialup for free |

|43 |Helps students run programs, good hours |

|44 |Help students with problems, availability of hours, email |

|45 |Assists students with programs, refill paper |

|46 |Help with problems with computers and printers, staying open late, answer questions |

|47 |Good hours |

|48 |Gives me computer help, good hours of help, provides enough lab space |

|49 |Clean labs, high speed internet, blocking popups |

|50 |Advertises, assists, and strives for excellence |

|51 |Answers questions, have a general knowledge to help me out |

|52 |Access to unlimited printing, answer general computer questions, and answering questions regarding school online |

| |services |

|53 |Good hours |

|54 |Availability (time work schedule) assistance when needed, computer are quick |

|55 |Assistance, time to use the lab |

|56 |Has helpful staff, helps with personal computer problems and offers free software |

|57 |They sit well behind the desks |

|58 |Open 24 hours |

|59 |Clean lab and workstations, good software |

|60 |Help desk is great, staff is very willing and polite |

|61 |Clean, good hours, convenient |

|62 |Provides adequate hardware, maintains a good functional lab, updates with the change of software |

|63 |Good service, good lab assistants |

|64 |Good service, fast responses, reaches its users |

|65 |Has lots of computers, has good technology, is easy to use |

|66 |good computers, fast internet, good service |

|67 |Provide software, open at accommodating hours, virus free protection |

|68 |Helping, providing new |

|69 |Printing, solid computers, very helpful |

|70 |Well saving files for assignments, it does well in editing new pieces to put on videos, it has a great variety of |

| |access to a lot of informative websites |

|71 |Printing, answering questions |

|72 |Helpful, knowledgeable, clean stations |

|73 |Provide assistance, keeps equipment running properly, staying open long hours |

|74 |Helpful assistance, computer are always available, have easy software |

|75 |Helpful, very kind, always there for everything |

|76 |They know what they are talking about, there is a good number of computers, everyone is nice |

|77 |Everything |

|79 |Helpful with PC, inform regarding software |

|80 |Helpful, open all night, have people who know what they are doing |

|84 |Help new students become accustomed to the system |

|86 |Its just cool |

|88 |Keep labs clean and in order, provide adequate tools, assist with any technical difficulties |

|90 |Easy access, adequate assistance, good reliable equipment |

|91 |Computers are fast and reliable |

|92 |Stay ahead of the technology, provides fast response, good amount of knowledge |

|93 |I don’t use it much |

|94 |help with any technical difficulties, explain very well, are there to help |

|95 |keep all working smoothly |

|98 |Keeps printers maintained |

|99 |Great open times, good staff, knowledgeable and helpful |

|103 |your staff is positive, helpful, and knowledgeable |

|107 |Keep it clean, help if needed, keep it quiet |

|108 |Hours and assistance |

|109 |Hours of operation, help, and they stay updated |

|112 |Plenty of computers, good help, necessary and useful software |

|113 |good hours, helpful staff, good software |

|115 |Keep computers running well |

|116 |Availability, and lots of computers |

|117 |Service and Access |

|118 |Help finding certain programs, refilling paper, give students passwords |

|120 |Provide information about computer’s help when needed, someone available all the time |

|121 |good service, available computers, mucho technology |

|122 |Keep printers filled with paper, help with problems on programs |

|127 |Provides 24 hour assistance, helps students when needed |

|129 |Delivers proper services to be used in academic work |

|130 |Help out with problems, answers questions, knowledgeable |

|134 |Give some good service, keep place clean |

|136 |Provides enough computers, easy access to computers, fast access to internet |

|137 |Provide enough computers, tries help and assist students, provide somewhat good service |

|138 |fast computers, big computer labs, always an open computer, clean |

|139 |Helps with problems, provide good service, convenient to use the computers |

|142 |Color Printing, Basic services |

|143 |color printing, remote access, wireless |

|144 |Great, fast computers, great access to computers, great selection of software |

|145 |providing a computer lab that is open most of the time |

|146 |access to drive data, dialup, helping others |

|148 |Up to date technology, wireless service, up to date software |

|149 |Has needed knowledge, accessible, friendly |

|150 |24 hour lab access, new computers |

|151 |Up to date software and hardware, low amount of down time, service |

|152 |good support |

|153 |Good variety of software, great availability, good speed |

|154 |Friendly, Being there, all hours of the day, regular students |

|155 |provides info, always there for help |

|156 |They are very helpful when I have a problem with the software, They have great printing services. The environment |

| |is conducive to learning |

|157 |Good equipment, good times, good atmosphere |

|159 |Hours are outstanding, love free printing, lab staff are generally knowledgeable |

|160 |Very helpful, courteous, knowledgeable |

|161 |good service, flexible hours, amount of stations |

|162 |assist when help is needed |

|164 |Clean available, and equipment functions properly |

|165 |Reliable, service, accessibility |

|166 |Provides students w/up to date computer software |

|167 |Help |

|168 |everything |

|171 |New computers every do often, email access, free software |

|172 |Help, informs |

|173 |No Comments |

|174 |Labs are neat and clean, computer for most part are fast, IT is very helpful |

|175 |Always there for help, provide for work to be done, provide good computers that work |

|176 |Keeps network running, keeps computer labs in good shape, provides support |

|177 |The staff, hardware and software, schedule |

|178 |Give info, help, provide |

|179 |help when they know, help very quickly, always willing to help |

|180 |provide help, offer new service, allow off campus connections |

|181 |I hardly ask for help |

|182 |Keeps labs clean, helpful |

|183 |helps students, respond to technical questions rapidly, keep convenient hours of operation |

|184 |I just like the 24 hour lab, bigger labs with more computers |

|187 |Helps customer presents friendly environment, keeps stuff updated |

|188 |keeps the updates to computers often, has a great variety of software, very happy to help with a problem |

|189 | |

|190 |Provide services, available labs, available people to help |

|191 |Hardware, Software, availability |

|192 |Service, Availability, Time |

|193 |provide knowledge, availability, hours of operation |

|194 |Provide assistance |

|195 |Assistance, help, knowledge |

|197 |computers usually work |

|198 |Assist older students, knowledge of software is excellent, lab hours are great |

|199 |working equipment, helpful, friendly |

|204 |Helping others, offers access to many things |

|206 |Keep the labs clean, has easy access, convenient hours |

|207 |Good Hours, scanner, color printer, fast printing, available help from lab assistants |

|208 |Providing resources |

|209 |Helps to find an open computer when lab it full, fast assistance, there is enough staff to help everyone |

|214 |Average on everything, nothing really stands out |

|218 |Assist in computer problems; provide enough services and B&W printers to meet my basic needs, flyer for removing |

| |aware and other services |

|219 |Service and support |

|220 |They turn the computers on, they turn them off, and refill paper very well |

|221 |helps when needed, knows what they are doing |

|222 |Sit on there ass @ work, flirt with the girls when they come in, nothing |

|223 |Clean and orderly, has a lot of people ready to help |

|224 |answers my questions, keeps the labs clean, update on new technology |

|225 |Keeps lab clean and organized, answers questions promptly with good reason, fixes problems relatively quickly |

|226 |Everything gets done ok |

|227 |assisting students in the lab, offering off campus dialup, knowledgeable staff |

|228 |Quick response to help questions, keeps the labs clean and easy to use, hire people that are capable of effectively|

| |helping |

|230 |Easy Access, ASU campus updates, providing useful programs |

|231 |answer questions well, always ready to help, always one around |

|233 |They provide quick service, they are knowledgeable, they are friendly |

|235 |Keeps the computer labs clean, provides timely help and free antivirus software |

|236 |Have the most current software and hardware, have technicians always on call, have a computer lab open 24/7 |

|237 |Gives students access to computers |

|238 |Provides anti-virus software to ASU students, respond quickly to questions problems, willing to come to you for |

| |troubleshooting (to fix the problem) |

|240 |Provides helpful services |

|242 |Assist students when needed, great hours, great programs |

|243 |Up to date technology, constant assistance when needed, adequate resources |

|244 |The hours they are open, the good training of the assistants |

|245 |The hours the labs are open are pretty convenient, the number of labs and new computers are also nice |

|248 |Like the hours, keep the paper trays full, nice chairs |

|249 |Have up to date technology, provides software, convenient accessibility |

|252 |Knowledgeable, they do the best they can to help |

|253 |Prompt |

|254 |Teaches, informs, is very patient |

|255 |Assist with questions, help provided when needed, inform about other software |

|256 |Helps students, very knowledgeable in software and hardware, keeps labs very clean |

|257 |Aid students with questions and problems tend to technical problems, and personal attention |

|259 |They are always available, don’t hesitate to assist, friendly |

|260 |operating hours are good for students, especially those of us who live off campus |

|261 |They give good service to students |

|262 |Do well with all aspects |

|263 |Provide up to date software, assist students, 24 hour labs |

|265 |they can answer questions about the computers and some problems that might occur, good assistance and attitudes |

|266 |Loads up fast, find the information |

|268 |assist in whatever problems someone may have, update in certain programs, very helpful when it come to computer |

| |problems |

|269 |I think it provides a touch of everything which is excellent, quick and friendly as for most of the staff - I love |

| |the Dell computers |

|271 |Remains open for 24 hours during school week, has someone on hand to accommodate the students needs, provides |

| |reliable computer access |

|275 |friendly staff, good computers, quiet environment |

|276 |Customer service, being knowledgeable, being nice |

|277 |Answer questions, show you if you don’t know, help you |

|278 |I rarely go |

|279 |Available to answer all of my questions, very helpful and courteous, works hard to keep up to date technology |

|280 |Provide Help, provide a variety of services, provide help with personal computers |

|281 |Internet access, software package, help when needed |

|282 |provide services, consistent hours, willingness to help |

|283 |friendly staff, fast computers, open during convenient times |

|285 |Adequate Staffing, good up to date software and hardware |

|286 |Software availability, Hours available, help available |

|287 |Offer good assistance, good software, lots of computers |

|288 |Willingness to help, hours |

|289 |Labs are open at good times, you can get your questions answered |

|290 |Most of the staff is knowledgeable on all computer programs, most are willing to help, cheap color copies |

|291 |Respond fast, able to fix most situations, |

|296 |Providing virus protection, being open late and have flat screen |

|297 |Stay current with technology, access to software needed for classes, provide assistance with problems when needed |

|298 |Hours, willingness to help with problems, and they have great technological resources |

|299 |always an available computer |

|302 |24hours access to computer lab, helpful setting up accounts, when there is a problem with computer or printers they|

| |help with the problem soon |

|303 |They have computers |

|304 |Hours are good for everyone in the MCS lab only, virus protection for free |

|306 |Provide computers, software, tech support |

|307 |Service, support, knowledge |

|308 |They provide new computers, knowledgeable staff |

|310 |Stay up with technology, provide excellent customer service, available at times that fit in my schedule |

|313 |Assist, great software, explain |

|314 |Provides good software, hires sufficient work help, provides good appliances |

|316 |Adds software needed for class, easy connecting in the labs, maintains computers well |

|320 |Provide good hours, keep hardware operational, help with minor software problems |

|322 |Helps me out in computer labs, dresses appropriately, courteous |

|323 |Have everyone their own personal settings where you don’t have to put up with anyone else’s |

|324 |The information tech dept staff are friendly and helpful and I can rely on them if I ever have a problem |

|326 |Help students, provide assistance with everything, |

|328 |Helps with problems, interacts well, understanding |

|332 |Open late, nice people, good service |

|334 |Help, refill paper |

|335 |Provide technical help, good lab times, large number of computers |

|336 |Knowledge of computers, cleanliness |

|337 |nice people, helpful staff, and its nice and quiet in the labs |

|338 |Help, access, current technologies |

|341 |They are good at helping students with problems, quick to attend to problems |

|344 |They are open at all hours, they have the software I need, someone is always available to help |

|345 |Hours, staff, good software |

|347 |Good equipment, web page is good, web page (ASU) is pretty good |

|350 |Provide information about the computers and helping out with problems |

|351 |Nice computers, good hours, intelligent staff |

|352 |Always available, good times to be open |

|353 |computers always run smoothly |

|354 |Provides basic needs, adequate competent help, has a larger number of labs available |

|355 |Hours, help services, easy access to internet, MS word, PP, etc |

|357 |programs, accessibility, service |

|358 |Operate the labs, provide service, help students |

|359 |Provide good tech support |

|367 |helpful people answer questions quickly, nice computer labs |

|368 |hours are good, internet, p-drive |

|369 |Helping Students,Friendly,Organized |

|370 |Fast service, Will find someone to fix problem if staff unable to do the job, Friendly staff |

|372 |Open at convenient times, usually enough computers to get in and get out, I enjoy the minimal spam on my ASU email |

| |account. |

|376 |Providing a service, Registration, Answering questions |

|378 |provides excellent customer support and quality resources |

|379 |the assistants are very helpful, Provide good hours, Provide enough computers |

|381 |troubleshoot, accessible |

|383 |Makes itself available during a wide range of hours, |

| |Provides students with great accessibility, Enables students to use the lab at all hours. |

|384 |Good hours, Good staff, Quiet. |

|385 |tech support, 24 hour computer lab, nice tech people |

|386 |the staff knows their stuff, the hours of operation are convenient for almost everyone because of the 24 hour labs,|

| |the hardware and software is frequently updated with the latest technology |

|387 |lab(mcs)is always clean, assistants are very helpful, easy to identify assistants |

|388 |Programs, Assistance with questions, directing you to open stations |

|389 |Tech support, 24 hour computer lab, nice tech people |

|392 |Providing a service, Registration, Answering questions |

|Survey No. |Response |

|1 |More save space, quicker log in time |

|3 |Have staff that know the software available in the lab, not everyone needs to know, but at |

| |least one person so they can be asked by other stuff |

|7 |Designated quite rooms, I believe some are designated but groups usually occupy these rooms |

| |so I rarely find it quiet |

|9 |One problem that I see is that there are not always enough computer all the students in the |

| |lab. Especially during certain times of the day, around noon |

|10 |I was not aware that a computer lab was open 24 hours, I would love to be able to use this |

| |when I get off work at 3 am |

|11 |Educate staff more and provide more software |

|14 |more technology is always good |

|17 |More computers would be good, or at least keep some other computer labs open more often |

|18 |blocking as much span and spy ware as possible |

|21 |not what I listed above |

|22 |get on facebook |

|24 |make sure all software is working |

|26 |extend hours of availability on weekends and nights |

|28 |take more time in explaining the answers to students' questions so that the students will |

| |actually understand and not run into the same problems again |

|30 |Update SPSS for statistical use, hire competent student workers to man labs, offer recycling|

| |near printers |

|31 |More help for personal computers and more information on how to get help. Those little |

| |flyers in the computer lap that are supposed to help you get online don’t help. Personal |

| |assistance would be nice |

|33 |More scanners, allowed to download things like newer versions of messenger so you can chat |

| |with your friends while doing homework, and I think you should be allow to view your friends|

| |through webcam and not have a firewall to block it |

|34 |make MCS lab larger |

|42 |Answer the phone quicker, more scanners/color printing @ no extra charge, not have to |

| |constantly change your password |

|44 |more color printers, messenger sites, and music downloads |

|46 |none, the labs are great |

|48 |More workers in the labs |

|49 |Providing software access to programs mentioned/used in classes, MCS 2331 references PHSTAT,|

| |MINITAB, and couple of other programs |

|50 |Providing a free copier with maximum capabilities and explaining how to access the network |

| |from a home computer, provide brochures on all the abilities of your networks |

|52 |More computer labs especially at Texan hall, more discounted software, more variety of |

| |software, more Macintosh computer labs |

|53 |The staff could learn how to help students |

|56 |log in faster |

|57 |That each assistant is more attentive to assisting. Some will help with a frown on their |

| |face and it seems as if they are bothered to have to help |

|59 |More computers would be good, or at least keep some other computer labs open more often |

|62 |Providing free information classes about computer information |

|64 |Nothing at this time |

|65 |Help people a little more |

|66 |listen to me |

|67 |Friendliness, more responsive staff |

|69 |More p drive space, more RAM (Photoshop tends to freeze sometimes, store applications on the|

| |HDD of each computer, load time to log on and start applications is too long |

|70 |a better way for students to have access into a computer by accepting a password that is |

| |already set up and not have any interferences from pop ups |

|74 |keep up the good work |

|75 |Not making this so long, able to change background, able to use own products |

|76 |Upgrading computers, printers, and scanners |

|78 |I think they are doing a good job |

|79 |Make the IT help desk open 24-7 |

|85 |Too small |

|86 |Serve Candy |

|91 |More personal service |

|92 |Do a contract with technological cooperation in order to stay ahead |

|93 |Let people know how to get the software from home, like email or j drives |

|95 |Get cd burners for people, software |

|98 |Cleaner lab room floors |

|100 |Quit surveying during class |

|103 |Decrease spam received in the ASU email addresses |

|112 |more assistance, patient lab staff |

|113 |more strict on the rule of being quiet while in the computer labs |

|115 |Less personal talking in labs, a better way to get help at home while trying to get dialup |

| |setup |

|116 |Letting students know what’s out there |

|117 |More printers, more space on P: / |

|118 |assistants actually helping students rather than sitting behind the desks |

|122 |make more accessible computer, it seems that all the labs are usually full |

|127 |provide faster internet for students that live off campus |

|130 |Keep up the hard work and dedication |

|134 |More training of employees |

|137 |To make a better email, make it more personalized like hotmail or yahoo accounts, make |

| |faster login service, make each computer lab open for easier access |

|138 |quieter computer labs, some aids in the labs |

|139 |get better computers with faster modems |

|141 |more computer in MCS lab |

|142 |To give more consideration to the CS people when making decisions |

|143 |That there be a lab for computer science students so we can program in peace |

|144 |have certain computers for CS majors |

|145 |provide and ASU email address that you can keep after graduation |

|146 |DVD Burners, Ability to buy media in the labs |

|147 |better staff, returning the UNIX lab to the CS department |

|151 |A lab set aside for compute science lab time most if not all of our programming is done out |

| |of designated class time |

|153 |More software, better knowledge base support from Lab Assistant |

|154 |Know the programs better, know how to explain something |

|155 |very polite |

|156 |Make the usernames the same that way we would need only one password for all our accounts |

|157 |Hire new lab assistants, the older guy and women are kind of a-holes |

|159 |A few of the student workers could stand better customer service training, sometimes the MCS|

| |floors need some cleaning |

|160 |More flexible hours |

|162 |more hours for other computer labs, more printers |

|163 |The workers do not really know what they are doing, not very helpful |

|164 |Make the lab quieter |

|166 |Making it easier to access the library sites from off campus |

|169 |I don’t care, its my last semester I only use the lab when I have to otherwise I use my |

| |computer at home |

|171 |No Cell phones, getting rid of people who are only playing games when there is a line |

| |waiting |

|172 |Doing away with time limit on online registration for classes it’s a big hassle |

|173 |well dressed, assistance when needed |

|181 |They are doing a good job |

|183 |Allow students availability to more programs software on personal computer through ASU, we |

| |pay a high technology fee, I’d like to see more personal benefits such as software free to |

| |ASU students |

|188 |More weekend hours, more computer labs open 24 hours, ability to print in color (a few free |

| |or something) |

|191 |Better customer service from lab assistants keep technology up to date |

|192 |Getting more computer so they are not always full when I need one, I think ASU should issue |

| |us a personal computer to cut down trips back and forth to school |

|194 |more computers, more printers |

|195 |More computer availability when necessary |

|199 |more computers, more up front information about capabilities of computers |

|205 |Give out free computers so students can study more in their rooms |

|207 |When lab assistants fix a problem they should use it as a teaching told, and do it slow |

| |enough to show the student how to fix the problem on their own in the future |

|208 |more staff help and availability |

|209 |I did not know we could access our personal drives from home. Maybe find a way to list all |

| |the services offered when you leave the dorms for example |

|217 |less popups |

|218 |help more with keeping popups away, provide more space in the computer labs, its always full|

|219 |helping maintain our personal computers |

|221 |improve communication with off campus students |

|222 |more professionalism, offer more help |

|223 |More computers, work are and play area should be separate, more printers |

|224 |Having the MCS computer lab open 24/7 365 days a year |

|225 |Updates to all computers on campus |

|226 |employees don’t seem very eager to help, I always have problems when I try to get color |

| |copies |

|229 |More helpful staff |

|230 |Allow home users to access the programs from home (PowerPoint) |

|232 |More staff to answer calls or help students - it tends to take a while to answer and you |

| |hold forever on the phone |

|233 |Give out more information about services they provide. I was unaware of many services until|

| |I filled out this survey and I am about to graduate |

|235 |Pretty satisfied w/technology services |

|236 |more training for technicians, quick fixing of printers in the MCS |

|237 |When I first log on the computer is slow |

|239 |Macs in computer labs, G5's in the biology building w genetics software and PAUP, etc |

|240 |Maybe have labs open earlier on the weekends |

|243 |Discounts on color printing (for study materials), exclude my desired level of services on |

| |this survey it is pointless, deals on software and music downloads |

|244 |That you enforce the rules of cell phones harder |

|245 |Quiet work rooms would be helpful |

|247 |Get Apple G 5 desktops |

|248 |make buyable music available in IT labs for Ipod |

|249 |Add more computer labs, provide more information about discounted software |

|252 |More friendly, more understanding, more patience |

|256 |make messengers and music services available |

|257 |More internet access in library |

|260 |Try to make a list of what a student can do with the programs on a computer (flyers, |

| |brochures, stat analysis) |

|263 |Send information through mail, allow students who live off campus to access their accounts |

| |from home |

|264 |Fix problems as soon as they arise, like the windows media player |

|265 |Maybe provide more information about the services, putting up flyers and letting people know|

| |what they technology services can do for the students |

|266 |to give some direction for the people who know nothing about computers |

|267 |faster computers |

|268 |Update windows to a newer version |

|269 |Filtering for the email accounts is needed, I know it is expensive but a couple more color |

| |printers in each lab would help. Some of the staff is busy with homework or other stuff to |

| |help me in my requests, I feel that part of the day staff is rude, I am not a computer |

| |person |

|271 |More computers in the labs, longer lab hours on weekends |

|273 |That when asked a question hat the people working at the desk come to your computer to |

| |answer it |

|274 |Have them know how to answer a question instead of making you figure it out |

|275 |making another computer lab |

|281 |A copier in the computer labs, less popups when on the internet about going to unprotected |

| |sites, uploading time when logging in |

|282 |Knowledge of software, control of lab noise level |

|283 |more computer technology support for home computers |

|285 |Earlier opening on Saturday and Sunday, spam blockers for ASU email accounts, separate areas|

| |for quiet work or group work |

|287 |Have easier wireless capabilities |

|288 |More scanners, more quiet places, more printers |

|291 |More computers, more advertising about special features and services that you offer, |

| |especially for the people who live off campus |

|292 |Try to keep lab quiet set aside a room as a quiet area |

|294 |Appoint people who have knowledge on computers, I have noticed that some of the lab |

| |assistants done have computer related problem solving skills, there should be some definite |

| |knowledge criterion on the bases on which lab assistants are hired |

|295 |Tech assistants knowing more about different software and programs |

|296 |Improve response time to things like refilling printer w/paper, fixing the tone, switching |

| |the printers for some of the computers that have problems printing, more knowledge with the |

| |software, and troubleshooting |

|298 |Make a bigger lab at the MCS building, more training on software for the staff |

|299 |always available staff |

|303 |Get a courteous staff |

|304 |Lab open at more times other than MCS, better knowledge of everything in the lab |

|306 |Provide spy ware software for free |

|309 |Block spam from email |

|316 |Easier access to campus email, make availability of software more widely known |

|320 |Better span virus spy ware protection for the campus server and for personal email accounts |

|322 |bigger better computer labs in the MCS, It is always full when I go in there, I usually wait|

| |at least ten minutes or longer |

|324 |Providing better network security |

|329 |Free color printing, need more help at desk when people call in |

|331 |Access to schools email address |

|332 |Hire nice people |

|336 |more software access |

|341 |Let students know where they can connect to wireless internet on campus or make sure dorms |

| |are also wireless |

|343 |Make sure that everyone has an available workstation in a computer lab often I go to the lab|

| |and there is not a computer open |

|347 |Improve initial contact (level 1)help, many times these people cannot answer questions or |

| |just give me a handout which I already tried |

|351 |Maybe update computers more regularly |

|354 |more scanners |

|357 |fix all computers |

|367 |Take out span and don’t sell my email address |

|368 |get rid of spam on our email accounts, tell people how to keep quiet in the labs |

WORKS CITED

Hughey, D. W., Chawla, S.K, & Khan, Z. U. (2003). Measuring the quality of university computer labs using servqual: A longitudinal study. Quality Management Journal, 10(3), 33-44.

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2.80%

Separated,

Divorced/

Single, 85.80%

Married, 11.50%

Marital Status

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