Angelo State University IT Survey 2008
ABSTRACT
The Information Technology (IT) survey has been used to obtain information about the technology services provided by Angelo State University for several years. Since services are implemented for students’ use, the feedback from the survey helps the IT department identify trends and needs in the technology area from the students’ perspective. The results are then used to determine how to allocate funds between improving current services and developing new services that students request.
During the 2008 spring semester, surveys were distributed from March 4th to April 10th. There was a hard copy version of the survey that was distributed to classes throughout campus. Although classes were randomly selected, an attempt was made to include students from all the colleges. There was also an electronic version of the survey that was available online. Two different methods were used to promote participation using the online version of the survey. As in previous years, a link to the survey was placed on all computers on campus inviting students to participate and give their opinion. Also, the assistance of all professors that taught a class in a computer lab was solicited. Those professors received an email that urged them to direct their students to the survey link. The number of surveys completed was 534, with 261 paper surveys and 273 online surveys being returned.
Using the findings from previous SERVQUAL analysis, three dimensions of service were found to be relevant when measuring students’ satisfaction with the IT department at ASU. The three dimensions, along with the characteristics that make them up, are described below.
Staff (Factor 1) display the following characteristics:
• Assurance - Knowledge and courtesy of employees and their ability to inspire trust and confidence
• Empathy – Providing care and individualized attention
• Responsiveness - Willingness to help customers and provide prompt service
Services (Factor 2) display the following characteristic:
• Tangibles – Appearance of physical facilities, equipment, and personnel
Professionalism (Factor 3) display the following characteristic:
• Reliability - Ability to perform the promised service dependably and accurately
Factor analysis was used to determine what variables made up each dimension of service. Once the variables were grouped into the appropriate factor, a SERVQUAL score was calculated for each factor using the model below:
Q = PERCEIVED – DESIRED
The SERVQUAL score measure the difference between a student’s perceived satisfaction level and a student’s desired satisfaction level. A mean score was then calculated. The graph below shows the SERVQUAL mean score for each factor.
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The results show the biggest difference between a student’s perceived level of satisfaction and their desired level is in Factor 2 – Services. For services, the average difference between perceived and desired satisfaction level is -0.558. Below are several recommendations that we feel will decrease the margin for Services:
Computer labs need to provide and make available more software and hardware for students to complete their assignments.
Staff needs to provide routine test and maintenance to ensure software and hardware operates smoothly.
Computer labs need to provide a wider variety of software, both educational and entertainment.
Personal disk space provided on the server (P: drive) needs to be increased.
After analyzing the feedback provided by students in Part III of the survey, we suggest the following:
Although the IT department does a good job of providing multiple services to the students, many of the software programs are not available in all the computer labs. Students don’t find this convenient because the lab that contains the program they need may not be open 24 hours. Students want all the software programs to be available at every computer lab.
Students are no longer satisfied with having lab assistants that have basic computer knowledge. They want the lab assistants to have more expertise and be able to support the software programs that IT offers.
Students know that the IT department provides many services to the students. Many students mentioned that they would like to be more informed about what those services are. Many times they don’t know about the availability of a service until it has been around for a semester or two. The IT department needs to promote their services more in order for students to take full advantage of them.
Last, most students requested for a faster log on time.
This report goes into detail on the analysis that was done to reach the conclusions provided above about the data that was collected. Also, complete results of all the questions in the survey are summarized.
INTRODUCTION
Angelo State University seeks to provide students with Information Technology facilities that will help students develop their educational goals. The Information Technology (IT) Department goal is to provide quality services to students, faculty and staff at Angelo State University and meeting their network needs.
The IT department counts with eight computer labs, seven of which are managed by IT for general student use, “…there are over 700 computers available for student use. The university has adopted a refreshment cycle of three years for all student use computers and peripherals located in student computer labs and specialized classrooms.” (ASU website) to offer customers the most up-to-date technology available. With the constant updates for technology equipment and services available came the development of a customer satisfaction survey that allowed IT to obtain information on how students perceived the new services and equipment available.
The IT survey started in 1997, and it has been conducted yearly since then. The results from this survey help the IT department to obtain students’ overall satisfaction level with the IT department’s service level and the new technology and equipment that is available. They also receive good feedback from the students on areas to improve and what new services to implement.
SURVEY DESIGN
The IT survey has been modified over the past ten years. It consists of three parts. Part I focuses on service quality and uses the SERVQUAL instrument that was developed by Zeithaml, Parasuraman, and Berry. Part II was developed by the IT staff and obtains students’ opinions on services provided and gauges students’ familiarity of available services. Part III is used to obtain demographic information of students. It also gives students an opportunity to make recommendations on what services they would like to see in the future.
Part one uses the SERVQUAL instrument developed by Zeithaml, Parasuraman, and Berry. It consists of twenty-four questions scaled from 1 (low) – 9 (high) scale. Each question has two scales, one measures the students’ desired service level and the other one measures their perceived service level. In their original study, Zeithaml, Parasuraman, and Berry developed seven dimensions. These seven dimensions were: Communications, Credibility, Security, Competence, Courtesy, Understanding and/or knowledge of customers, and Access. However, only five dimensions were noted in the end because the researches had difficulty maintaining distinction after two stages of scale purification on two of the dimensions.
In research done by David Hughey, three dimensions of service were identified using factor analysis. “With the limited number of samples returned in the ASU surveys it is not possible to maintain the distinction for the five dimensions noted above. Some manipulation of the author’s five dimensions is in order. So, as Parasuraman and company combined seven dimensions into five, five dimensions can be combined into three dimensions for use at ASU.”
To the twenty-four existing questions, question 25 was also added. Question 25 measured the students’ overall satisfaction with the IT department.
Part II of the survey has been modified according to the new services and product offering that the IT department makes available to the students. Each year, the IT staff determines what services they want to receive feedback from. Also, they provide the students with several ideas of future product offerings and services.
Part III of the survey contain questions for demographics. Also in Part III, there are questions that allow the students to provide feedback on what they particularly like about what IT has to offer and what they want to see improved.
DISTRIBUTION AND ANALYSIS
To gather data, a one stage cluster sample was administered. Surveys were distributed from March 4th to April 10th. There was a hard copy version of the survey that was distributed to classes throughout campus. Although classes were randomly selected, an attempt was made to include students from all the colleges. There was also an electronic version of the survey that was available online. Two different methods were used to promote participation using the online version of the survey. As in previous years, a link to the survey was placed on all computers on campus inviting students to participate and give their opinion. Also, we solicited the assistance of all professors that taught a class in a computer lab. We emailed those professors and urged them to direct their students to the survey link. The number of surveys completed was 534, with 261 paper surveys and 273 online surveys being returned.
All the surveys were input in Microsoft Excel. They were then imported into SAS 9.1 so statistical analysis could be run on the data.
The first statistical test done on the data was a factor analysis to determine what variables made up each factor. Although the existence of three dimensions of service has been established, the variables that make up each factor can change from year to year. When running factor analysis, only the perceived variable for each question was used. After running the factor analysis, the variables were grouped in the following manner to make up each factor.
Staff Factor 1 = A2+A4+A6+A8+A10+A12+A14+A16+A18+A20
Services Factor 2 = A38+A40+A42+A44+A48
Professionalism Factor 3 = A22+A26+A28+A30+A34
Based on the factor analysis results, the following shows what questions make-up each factor.
Staff (Factor 1) is based on the following questions:
Q1- The computer lab staff’s willingness to help me
Q2 - The staff’s ability to instill confidence in me to use the computer lab software and hardware
Q3 - Staff who has the knowledge to answer my questions about computer lab policies, operating hours, software, and hardware
Q4 - Computer lab staff who deal with me in a caring fashion
Q5 - Receiving a prompt response to my computer lab problems and/or suggestions
Q6 - Computer lab staff who have my best interest at heart
Q7 - Computer lab staff who understand my computing needs (Q7)
Q8 - Computer lab staff who give me personal attention (Q8)
Q9 - Staff who have the knowledge to answer my questions about software and hardware.
Q10 - Providing computing services as promised in the ASU catalog, computer lab brochure, or web page
The above questions are grouped into Factor 1 because they display the following characteristics:
• Assurance - Knowledge and courtesy of employees and their ability to inspire trust and confidence
• Empathy – Providing care and individualized attention
• Responsiveness - Willingness to help customers and provide prompt service
Services (Factor 2) is based on the following questions:
Q19 - Counting on the computer labs to have the software and hardware I need to complete my assignments
Q20 - Relying on the computer lab software and hardware to operate smoothly
Q21 - The computer labs containing state-of-the-art computers and peripherals
Q22 - The variety of software available in the computer lab
Q24 - Disk space provided to me on the server (my P: drive) is adequate for my data storage
The above questions are grouped into Factor 2 because they display the following characteristics:
• Tangibles – Appearance of physical facilities, equipment, and personnel
Professionalism (Factor 3) is based on the following questions:
Q11 - Services provided at times listed
Q13 - Computer lab staff can be distinguished from other students and are easy to identify
Q14 - Ability to find an available work station in one of the six labs on campus.
Q15 - Being directed by staff to an open workstation at another computer lab if the first computer lab is full
Q17 - Computer lab staff who are dressed appropriately for their position
The above questions are grouped into Factor 3 because they display the following characteristics:
• Reliability - Ability to perform the promised service dependably and accurately
Three of the twenty-four questions were dropped. The following questions were dropped because the factor analysis assigned them to more than one factor.
Q12 - A visually appealing computer lab (i.e. neat, clean, and organized)
Q16 - Convenience of normal operating hours to personal schedule
Question 18 was not assigned to any factor and was dropped for that reason.
Q18 - Computer response time during log-in or application loading.
After running the factor analysis to determine what questions belong to what factor, the next step is to calculate the SERVQUAL score using Gap Analysis. The SERVQUAL score compares the difference between the students’ desired service level and their perceived service level. A score, depicted by variable Q, for each question is calculated using the model below:
Q = PERCEIVED – DESIRED
Once each question has been assigned a score, the next step is to obtain a mean score for each factor. The model below shows how the means were calculated:
Factor 1: Score 1 = (Q1+Q2+Q3+Q4+Q5+Q6+Q7+Q8+Q9+Q10) / 10
Factor 2: Score 2 = (Q19+Q20+Q21+Q22+Q24) / 5
Factor 3: Score 3 = (Q11+Q13+Q14+Q15+Q17) / 5
The mean for each factor, score x, was obtained by adding the questions for each factor and dividing the sum by the number of questions that made up that factor. The means for each factor are as follow shown in the table and graph below:
|SERVQUAL Mean Scores |
|Factor 1 (Staff) |-0.498 |
|Factor 2 (Services) |-0.558 |
|Factor 3 (Professionalism) |-0.527 |
Another score that was calculated was ScoreT using the following model:
ScoreT = Score 1 + Score 2 + Score 3
ScoreT was then used to run a correlation with Question 25. Question 25, the last question in Part 1, measured the students’ overall computer lab satisfaction level. The values obtained using the Cronbach alpha are as follow:
|Cronbach Coefficient Alpha |
|ScoreT x Overall Satisfaction |0.799 |
The results from a Cronbach alpha correlation runs from a scale 0 to 1, any value above 0.6 indicates satisfactory internal consistency; anything under this number will be not satisfactory. These results indicate a high level of internal validity.
Once the means for 2008 were calculated, data from other years was collected in order to gauge the improvement or downgrade of the services. A comparison of the SERVQUAL means is shown below. Data was not available from the year 2000 to 2004. These years have been omitted from the graph. For data provided, Factor 1 has shown consistent improvement from year to year. Overall, Factor 2 has also shown an improvement. In the last few years, the mean for Factor 3 has decreased.
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** Factor 1 = Staffing; Factor 2 = Services; Factor 3 = Professionalism**
RESULTS
Part I of the survey pertained to the SERVQUAL analysis and was explained above. The results from the SERVQUAL showed that the largest gap between the perceived satisfaction level of students and the desired satisfaction level was in Factor 2, with a mean score of -0.558, which is Service. This result indicates that the IT department needs to focus its attention on improving this area. The next factor IT would want to analyze and improve is Factor 3 with a mean score of -0.527 followed by Factor 1 whose mean score was -0.498. Factor 3 showed the closest margin between the students’ perceived and desired satisfaction levels.
Part II of the IT Customer Satisfaction survey was collected information on technological equipment that the students own and also revealed students’ use of the services provided by the IT department. The results provide insight on students’ familiarity with the services provided by IT. The results are summarized below.
When respondents were asked about owning a personal computer or laptop, 92.91% said yes, and 7.09% said no. In addition, respondents were asked to identify all the types of personal computer or laptop they own: 253 students indicated they own a personal desktop computer with Windows, 332 own a laptop computer with Windows, 6 students own a desktop computer Mac, 17 own a laptop computer Mac, and 14 students indicated they own a Linux personal desktop computer and 6 own a laptop computer Linux. Students were also asked to identify what other devices they own: 396 students own a printer, 487 own a cell phone, 103 own a Smart phone, 389 own a music device, 442 own a USB jump drive, 413 own a digital camera and 282 students own a gaming device.
The most common medium selected by respondents to store data was the USB drive with 66.6%, then the P drice with 29.06%. Nowadays, only 4.34% of students use floppy disks.
About 58.99% of the students indicated that they use commercial broadband services to access the internet the most frequently. 35.78% of respondents use the school-operated network with 23.21% using the computer labs and residence halls and 12.57% using the wireless network available on campus. Only 5.22% of respondents indicated they used the school-operated dial-up.
Of those students who indicated they own a laptop, 52.25% said it is not set up for wireless using Clean Access. Of the 47.75% of students that are set up for wireless, 89 respondents said it was easy to set up, 90 students required assistance from the Help Desk and 32 required assistance from a friend.
The question related to the usage of wireless on campus and how often per semester showed the following answers: 89 students use it in the classroom with the highest frequency of usage, at 38.32%, being 1-2 times per semester. 108 students use wireless in hallways, lobbies, etc but only 1-2 times per semester. In the residence halls, 103 student use the wireless connection on a daily basis. That was 71.05% of the respondents that indicated they use the wireless at the residence halls. In the library or UC, 105 student access the internet using wireless but 34.48% of the respondents do this 1-2 times.
When respondents were about not being finding wireless signal while trying to access the internet in a building, 79.37% said they hadn’t encounted this issue. 20.63% of respondents had problems connecting. The most frequent mentioned buildings are as follow: residence halls, between major buildings and University Center.
Interest for having wireless access outside is as follows: 40.09% of students are very interested, 22.94% interested, 19.82%somewhat interested and 17.15% not interested at all. The primary outdoor places mentioned where students want to have wireless connectivity was “everywhere”. Specifically, respondents also mentioned outside the University Center, slab, between class buildings, lake house, parking lot, cafeteria, and home.
When asked what materials they print in the computer labs, this is what respondents said: 22 students said they do not print in labs, 467 print assignments, 438 lecture notes, 422 research materials for class, and 279 materials for personal use. The question that followed was also related to printing. The next question asked if the printing limit affected students printing habits in computer labs. 11.76% of respondents said “yes”. 81.34% of respondents said it had not affected their printing habits, and 6.9% of students were not sure.
With regards to the awareness of the new ASU Alert system, 85.96% of the students are aware of the new service, and 14.04% of students are not. The following shows the results of the affects that the implementation of the ASU Alert system has how safe they feel on campus. 53.55% of students feel the same security level as before, 32.82% of students feel somewhat safer, 12.09% feel much safer and 6.9% feel less safe. The preferred method to get the alerts was thru text message with 49.61% followed by e-mail with 33.98%, other 8.49% and voice message with 7.92%
Out of the options provided for students to rate as potential additions of non-emergency information that can be sent to them using ASU Alert, respondents indicated the following: 37.26 of students would like to receive general registration information, 43.82% would like bill payment reminders, 30.14% would like to receive campus events, and 3.9% would like to receive other type of information such as cancellation of classes. 36.89% of respondents indicated they wanted to receive only emergency type messages.
When asked how often students check their ASU email account 52.67% said daily, 32.44% weekly, 8.40% monthly, 4.39% 1-2 times per semester and 2.1% said never.
Students were asked about the frequency in using Wikis, RSS Feeds, Forums, and Blogs. For all of these services, the large majority of students responded “Never”.
When respondents were asked how often they use their cell phones or smart phones to get information off the Internet, only 12% of the students uses their cell phone to get information off the internet. The large majority, 57% of the respondents, answered ”Never.” Another question involved with smart phones was if students ever viewed the ASU webpage via this device. Only 8.6% said yes while 91.4% responded they had never seen it via smart phone.
There were a couple of questions that pertained to the new design of the ASU webpage. 65.97% of respondents indicated they liked the new design of the webpage, and 10.84% didn’t like it. 23.19% of respondents were not sure. The next questions asked if they found the new design easy to navigate. 68.44% of respondents said yes, 14% said no and 17.55% were not sure.
Respondents were asked how interested they would be in having the opportunity to check out a laptop for use in gathering areas. 48.38% of respondents said they were not interested at all. Only 12.19% of students said they were very interested.
The question that asked how many school projects students had been a part of that required the use of a computer had the following results:27.46% said at least 3-5 projects. Also related to group project was a questions that asked for the interest level of students in having more groups areas with computers available. 74.05% of the students said “Yes.”
A few questions related to podcasting were asked. The first question asked if the students would be interested in taking a class where the teacher offered material via podcasting. 34.79% said they were not interested at all, 39.35% were somewhat interested, 15.40% were interested, and 10.46% were very interested.
Students were asked how many multimedia presentations the students had created for their classes, with 7.2% stating ‘none’, 18.18% stating ‘1-2’, 28.6% stating ‘3-5’, 22.92% stating ‘5-10’, and 23.11% stating ‘more than 10’. When asked how interested they would be in having access to a multimedia room to practice presentations for classes, 42.5% said they were somewhat interested and 25.24% were interested.
The students were asked to give an overall grade to the ASU technology services, 43.41% awarded them an A, 44.71% B, 9.94% C and 16.32% D. Nobody graded the services below D.
A table was presented to students were they can rate the services provided by the IT department, first by awareness, usage of service and at the end satisfaction with the service used. The main five services students were aware of were: Ramport email, blackboard, help desk assistance, ASU Alert, and MCS lab room quiet hours. Out of the services offered the top five services that students had used are: Blackboard, Ramport email, help desk assistance, ASU alert, and MSC lab room quiet hours.
A list of future services was presented to students; they had to rank the services in order of importance. The following shows how students ranked the orders with 1 being the most desirable and 4 being the least desired:
1. Providing personal assistance for you personal computer
2. Providing access to a music downloading service
3. Providing wireless access in the outdoor areas on campus
4. Laptops to be checked out for campus use.
The last question of Part II was to give an overall satisfaction grade with the ASU technology services. This question was asked twice but each question used a different scale. The results are as follow: 51.82% students overall satisfaction was of 100% to 90%, 35.32% students graded from 89% to 80%, 10.56% from 79% to 70% and finally just 2.3% of the students graded less than 69% overall satisfaction.
Part III is the demographics part of the survey as well as the two open questions about recommendations for the IT department. Out of the 534 students surveyed this is what the demographic present:
Gender: 52.44 percent of the students are females and 46.44 percent males and 1.31 percent did not respond.
Academic standing: 14.98 percent freshmen, 17.41 percent sophomore, 23.22 percent junior, 32.39 percent seniors, 10.30 percent graduate students and 1.68 percent of the students did not respond the question.
Age: 36.14 percent of the student were under 21 years old, 46.81percent 21-25 years, 8.80 percent 26-35 years, 4.68 36-45 years, 1.68 percent over 46 years old and 1.87 students did not respond.
College of Studies: Business 26.77 percent, Graduate studies 5.24 percent, 29.21 percent Sciences, Education 12.17 percent, 23.40 percent Liberal and Fine Arts and 3.18 percent of the students did not respond.
Live on/off campus: 24.71 percent of students live on campus while 73.40 percent live off campus. 1.87 of the students did not respond this question.
Respondents were given the opportunity to list the things they liked the most about the IT department. The last question asked for input on what new services they would like the IT to offer. For the last two open questions, we summarized the results in the top 4 answers respond by students.
It does well:
1. Helpful / Friendly
2. Computer Availability
3. Good lab hours
4. Software’s Available
Improvements:
1. Apply quiet hours in labs
2. Faster computers / log in
3. Longer available hours in library labs
4. Better trained staff
STATISTICAL RESULTS
In conjunction with the analysis from the Distribution and Analsis section, other statistical tests were run when analyzing the data. The following shows some of the test that we ran.
ANOVAS were run between demographics and the 3 factors from the SERVQUAL. According to the Tukey test the results are as follow:
For F1, F2, F3 versus Academic Standing, there was no significant difference between the different levels of Academic Standing and the SERVQUAL factors.
Out of the three factors, F1 and F3 showed a significant difference with the different age groups. Students in the age group of 36-45 years graded the staff (F1) the highest with a score of 79.28 (upper level of mean is 90). They differed from the age groups of 21 – 25 years and over 45 years who graded the Staff (F1) the lowest, 67.972 and 66.00 respectively. The significant difference found in F3 (professionalism) and Age was for the group of over 45 years who had the lowest mean of 27.889. This could be probably because younger people use the technology services more frequently allowing them to stay up to date with the latest services. They are more familiar with what IT has to offer and encounter less issues. Older people may lack the knowledge with new technology and when they do use the services available, their lack of familiarity may cause them to be more frustrated and require more assistance.
The results from running ANOVAS between the Services provided on page 5 of the IT survey and the demographics revealed only the following significant difference:
Ramport email (A149) versus Academic standing (A177) revealed a significant difference for graduate students. They were the least satisfied with this service with a mean score of 3.98 on a scale of 5. The following graph shows each academic group with their respective mean score for the satisfaction level with Ramport Email.
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Chi Square was run for the following variables:
For the awaremess of ASU Alert versus gender, the Chi Square results revealed a value of 0.0958. Since the value is less than the required 0.05 value, the results showed no significant difference. However, it is interesting to know that the awareness of females is higher than males for this service with 46.76% and 39.31% respectively. The graph to the right shows the distribution of awareness for ASU Alert between males and females.
For the variables Gender (A177) versus Own a personal computer (A51), a chi square value of 0.0007 showed a significant difference. More females own a personal computer than males, with 51.45% and 41.78% respectively. That distribution is shown on the graph to the right.
T-test was run to calculate to determine the significance between variables. The following results show significant differences between the following variables:
Overall Satisfaction versus Gender presented a significant difference in means of 6.881 for males and 7.5562 for females on a scale of 1 to 9, with 9 reflecting the highest satisfaction.
Overall Satisfaction versus Living on/off campus presented a significant difference. Students living on-campus graded higher for overall satisfaction with a value of 7.4582 versus a score of 7.1724 given by students that live off-campus.
Factors 1,2,3 versus Gender showed a significant difference between gender and all the factors. In all three factors, males graded staff (F1), services (F2) and Professionalism (F3) lower than women.
Ramport Email versus Gender showed a significant difference between the two categories. Females have a higher satisfaction with the service provided by Ramport email than men.
RECOMMENDATIONS
The overall results of the IT Customer Satisfaction survey show that there are some areas that students are satisfied with. This survey results have also identified areas where improvements can be made. Based on the SERVQUAL results for 2008, services is where there is the largest margin between perceived satisfaction level and desired satisfaction level. For services, the average difference between perceived and desired satisfaction level is -0.558. We suggest the following to be addressed first in order to improve the perception of the service level that students receive:
Computer labs need to provide and make available more software and hardware for students to complete their assignments.
Staff needs to provide routine test and maintenance to ensure software and hardware operates smoothly.
Computer labs need to provide a wider variety of software, both educational and entertainment.
Personal disk space provided on the server (P: drive) needs to be increased.
After analyzing the feedback provided by students in Part III of the survey, we suggest the following:
Although the IT department does a good job of providing multiple services to the students, many of the software programs are not available in all the computer labs. Students don’t find this convenient because the lab that contains the program they need may not be open 24 hours. Students want all the software programs to be available at every computer lab.
Students are no longer satisfied with having lab assistants that have basic computer knowledge. They want the lab assistants to have more expertise and be able to support the software programs that IT offers.
Students know that the IT department provides many services to the students. Many students mentioned that they would like to be more informed about what those services are. Many times they don’t know about the availability of a service until it has been around for a semester or two. The IT department needs to promote their services more in order for students to take full advantage of them.
Last, most students requested for a faster log on time.
By improving these areas, the main issues that students had with the service area would be addressed. Other data presented in this report should be evaluated by IT personnel for further information needed to make decisions
RESULTS: GRAPHS
The number of surveys completed was 534, with 261 paper surveys and 273 online surveys being returned. The following section contains a graphical representation of the survey results. The graphs are displayed in the order they are arranged in the survey.
Part I
The following graphs show the results from the analysis of Questions 1 – 24. The scale for these questions ran from 1 to 9 with 9 showing the highest satisfaction level. Each graph shows the SERVQUAL mean score of each question for both the perceived and the desired satisfaction level by factor. Note that Questions 12, 16, and 18 were not included in any of the graphs since the factor analysis results showed that those questions were assigned to more than one factor.
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Q25: What is your OVERALL satisfaction level with ASU computer labs?
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The graph below shows the SERVQUAL mean score for each factor. The closer the value is to zero, the smaller the margin is between the perceived and the desired level of satisfaction.
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Part II
Q.26a Do you own a personal computer or laptop?
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Q26b The second part of this questions ask – What type of personal computer or laptop do you own?
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Q27 Which of the following devices do you own? Check all that apply
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Q28 What medium do you primarily use to store your data?
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Q29 During the academic year, what is your most frequently used method for access to the Internet from your personal PC or laptop?
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Q30a If you own a laptop, is it set up for wireless on campus using campus Clean Access?
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Q30b The second part of this questions ask about the setup of wireless – If so, was your wireless access?
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Q31 Where do you use wireless on campus and how often per semester? The student responses are broken down into two different graphs.
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Q33 Would you be interested in having wireless access available in outdoor areas?
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Q34 When printing in computer labs, what do you print?
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Q35 Has the printing limit affected your printing habits in the computer labs?
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Q36 Are you aware of ASUAlert, the emergency notification system used to send messages via ASU e-mail, voice, and text messaging?
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Q37 How much safer do you feel now that ASUAlert is being used?
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Q38 What is your preferred method to receive an ASUAlert message?
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Q39 If ASUAlert were to be used for messages other than emergency type messages, what type of non-emergency messages would you like to receive through the ASUAlert system?
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** Other – Cancellation of classes
Q40 How often do you check your ASU e-mail account?
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Q41 How frequently do you use Wikis, RSS Feeds, Forums, Blogs?
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Q42 How often do you use your cell phone or smart phone to get information off the Internet?
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Q43 Have you ever viewed the ASU webpage via smartphone?
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Q44 Do you like the new design of the ASU Webpage?
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Q45 Is the new Web Design easy to navigate?
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Q46 How interested are you in checking out a laptop to use in student gathering areas?
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Q47 How many school projects have you done that involved working as part of a group and using a computer?
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Q48 Are you interested in having more group work areas with computer access?
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Q49 Would you be interested in taking a class where the teacher offered material via podcasting?
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Q50 How many multimedia presentations (PowerPoint, audio, video, web pages, etc.) have you created for your classes?
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Q51 Would you be interested in having access to a multimedia room to practice your presentation for classes?
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Q52 If you were asked to give an OVERALL grade to the ASU technology services, what would it be?
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Q53 Services offered by ASU were listed in a table. For each service, awareness, usage, and satisfaction level were measured. The following graphs show the results.
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Q54 Rank services from the list of potential future services
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Q55 With 100% being completely satisfied, what is your overall satisfaction level with ASU technology services?
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Part III
Demographics
Angelo State University has an approximate population of 6,256 where 54 percent of the student are females and 46 percent males. According to this we can say that our surveys were equally distributed between males and females.
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Academic Standing
ASU numbers show that during this semester, there were 33.9 percent Freshmen, 19.3 percent Sophomore, 16.7 percent Junior, 21.9 percent Senior and 7.4 percent Graduate students and other of 0.9 percent. According to the numbers obtained from the survey, the distribution of surveys has to be improved for freshmen in order to have an adequate representation of each group.
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Age
The age ranges varies but the majority of the students surveyed fall into the 21–25 years range. The next significant group was under 21 years old.
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College of Studies
The college of studies division is well distributed according to the number of students register during spring 2008 semester on each college. An improvement in Education major student surveys must be considered to balance with other colleges.
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I live
Students living on-campus in this survey is clearly showed to be 1-4 students. While the majority live off-campus.
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What 3 things do you think the Information Technology Department does well? The top 4 answers are summarized and the completed answers are presented in the following table with the survey number next to them. Blank answers were taken out from the table.
5. Helpful / Friendly
6. Computer Availability
7. Good lab hours
8. Software’s Available
|RESP002 |knowledge, helpful, |
|RESP003 |helps people, provides internet, print jobs |
|RESP008 |customer service, computer availability, mcafee |
|RESP011 |helpful, friendly, always smiling |
|RESP012 |try to help. Provide fast internet |
|RESP013 |has the software I need, nice and clean, open all day |
|RESP014 |availability, almost always open computer |
|RESP015 |helping students with computer problems, helping students by teaching and |
| |spreading their knowledge in computers, personal attention |
|RESP016 |provides enough lab time, always has an attendant lab, returns email quickly |
|RESP017 |always help me figure things out, very friendly |
|RESP018 |help others |
|RESP019 |provide internet, safety online w fischers, able to answer questions |
|RESP020 |provide service, give information when needed, no junk mail snet |
|RESP021 |getting info for assignments, help with programs, always there |
|RESP022 |computer availability, friendly staff |
|RESP023 |informing on paper usage |
|RESP024 |many computers for students, printers working well, staff very helpful |
|RESP025 |gives good info |
|RESP026 |help assistance in computer lab, having enough computers |
|RESP028 |print, call for problems |
|RESP029 |time frame in labs |
|RESP031 |good attitude, good labs, free paper |
|RESP032 |help |
|RESP033 |help students, post info well, provides access |
|RESP035 |reliable service, varied location of labs, helpful employees |
|RESP039 |always there, good knowledge, always helpful |
|RESP040 |help, fill printers, knowledge in how to work programs |
|RESP041 |Assistance with technical questions |
|RESP042 |customer service, customer satisfaction, overall performance |
|RESP046 |variety of computer programs |
|RESP047 |help solve problems with software, helpful information, always available |
| |to answer questions |
|RESP049 |availability lab hrs, making sure there is paper in printers, assisting with questions by |
| |direct answer or finding someone that knows |
|RESP050 |provide information, help with problems, friendly |
|RESP051 |hours of operation, providing service, keeping facilities clean |
|RESP052 |availability of computers, willingness to help w problem, perfect hrs at mcs labs. |
|RESP053 |assistance when needed |
|RESP054 |fix problems, keep lab clean, labs open |
|RESP055 |answer specific questions, refills empty printers, update website |
|RESP056 |always having someone in room to help |
|RESP057 |finding someone else that can help when they can't |
|RESP060 |multiple labs across campus, hrs of operations, softwares |
|RESP061 |fast service, friendly attitude, make things easy to understand |
| |when providing assistance |
|RESP062 |helps w programs, answer phone calls for help, keep labs running smooth |
|RESP063 |They check my myspace well, they never say anything they just |
| |sit in front of the computer |
|RESP064 |easy to get a hold of, answer questions quickly, very friendly |
|RESP065 |offers help when needed, offer all programs needed for classes, print out stuff |
| |so I don't have to use my own printer |
|RESP066 |make everything easy to use, provide assistance when needed, |
| |create proper environment for the labs. |
|RESP067 |helping students, keeping software updated |
|RESP068 |friendly, semi-helpful, offers clean environment |
|RESP070 |help when needed (answer q's and help by phone), available for questions, clean areas |
|RESP072 |give us computer service, updated computers, staff helpful |
|RESP073 |helps with assistance, friendly, knows what they are doing |
|RESP074 |staff helpful and quick to do it, keep printers working, keep it clean |
|RESP076 |good service, good technology, good hours |
|RESP077 |provide assistance |
|RESP078 |very good wireless range, nice hardware, very secure use |
|RESP079 |informs, restock paper, knows most problems wrong when printing |
|RESP080 |helping keep computers running, check paper in printers, |
| |make sure student that need computer have one |
|RESP083 |customer service |
|RESP085 |variety of software, free printing, free virus protection |
|RESP086 |solve computer problems, insure amt of printing paper |
|RESP087 |helps when you have questions, good hours, good for printing out notes and assignments |
|RESP088 |keeps computer labs clean, computers running well |
|RESP089 |sit around, talk among themselves, help you as much as they can if not direct |
| |you with somebody else |
|RESP090 |help, rooms, hours |
|RESP094 |good assistance, good lab hours, good software equipment |
|RESP095 |very nice labs, clean facilities, nice help desk |
|RESP097 |provide services, good hours, there when you need them |
|RESP100 |provides help when you need it, directs you to open stations, always very nice |
|RESP101 |provides computers, allows you to print |
|RESP103 |everything |
|RESP105 |attentive, kind, look clean |
|RESP106 |easy access to help, hrs for computer labs, helpful personnel |
|RESP108 |providing computers to students. Help from IT desk. Knowledge of workers is sufficient |
|RESP113 |Help out when need it. Knows information. Friendly |
|RESP114 |good equipment. Good service |
|RESP115 |Tending student’s needs. Expertise. Friendly |
|RESP116 |Helps fix problems, allow quiet atmosphere |
|RESP119 |everything |
|RESP121 |Help you with questions |
|RESP123 |Helpful when ask questions, great hours, good printing |
|RESP124 |help desk, wireless internet, clean computer labs |
|RESP125 |labs in most buildings, printing availability |
|RESP126 |many computers |
|RESP128 |helpful with printing problems |
|RESP129 |fairly knowledge, good hardware, good hours open labs |
|RESP131 |helpful at times. Show you how to operate things |
|RESP132 |number of available stations, quick internet |
|RESP134 |provide enough labs, wireless |
|RESP136 |service, knowledge, availability |
|RESP137 |alerts in display screen at mcs |
|RESP139 |prompt assistance |
|RESP141 |Help you with questions |
|RESP142 |help people. Provide good information |
|RESP145 |provides wireless internet. Helps when necessary. Always enough people there to assist. |
|RESP146 |availability, friendly, excellent equipment |
|RESP147 |good service, polite, good at knowing computers |
|RESP148 |keeping work areas clean. Keep viruses off the computers. Helping when help is needed |
|RESP150 |stay open late, help when my computer is locked, keep printers |
|RESP152 |helps you |
|RESP153 |provides state of the art technology and continues to remain updated |
|RESP154 |helping |
|RESP158 |take care of problems in a timely manner, checks up on problems, |
| |gives extensions & names for personal service |
|RESP160 |lab assistance, online (email) notification, they sure do know how to save paper |
|RESP161 |great service, informing the students on services available, good lab hours |
|RESP164 |provide good equipment, admirable help, convenient hours |
|RESP168 |available seating, good hours, diverse programs |
|RESP169 |They keep the technology up to date, I've never had any problems w/email or blackboard |
| |and the staff is very friendly. |
|RESP170 |having MCS open most of the time, variety of labs, new software constantly installed |
|RESP171 |inform us about them, provide us w/needed hours & equipment |
|RESP172 |enough computers for everyone, provides them in bio dept as well |
|RESP174 |email, blackboard, email spam handling |
|RESP175 |available, knowledgeable, helpful |
|RESP176 |troubleshoot |
|RESP177 |service, help, information |
|RESP178 |help, care, listen |
|RESP180 |space, time, dependability |
|RESP181 |prompt response, well informed, friendly when helping |
|RESP182 |handles computer problems well, fast, easy to talk to |
|RESP183 |answering questions in lab |
|RESP184 |effort, hours of operation, david morales is a computer genius |
|RESP187 |help when I have questions, friendly, fast service |
|RESP189 |many computers in labs, continuation of new ideas & change |
|RESP193 |pretty helpful, comp are up to date |
|RESP194 |helping students, keeping systems running, keeping students informed |
|RESP196 |maintains systems, fixes problems promptly, is always trying to improve |
| |campus technology |
|RESP197 |adequate number of labs, lab location, hours |
|RESP198 |wireless network, up to date computers and software, willingness to help |
|RESP199 |Ramport, blackboard, computer labs |
|RESP200 |Provide network drive, state of art technology, customer service |
|RESP201 |Available services, help from techs |
|RESP203 |Service, Availability |
|RESP204 |Customer service, business hours, work stations available |
|RESP205 |customer service, the 2 main labs open a lot, good computers |
|RESP207 |providing the help desk, keeping areas clean except in science building (CAV), |
| |having employees that will help when asked |
|RESP208 |assistance when needed |
|RESP209 |Hardware, software, & labs |
|RESP210 |They are always there to assist, they are knowledgeable, always available |
|RESP211 |1. give help with computer problems 2. provide good email service |
| |3. keep the labs clean and running well |
|RESP212 |help student, knowledgeable, friendly |
|RESP213 |provides well equipped computer labs, broad range of times, friendly staff for help |
|RESP215 |good times, nice staff, fairly well knowledgeable people/staff |
|RESP216 |fast computers, plenty of programs, friendly service |
|RESP217 |respond in a timely manner, staff is usually very friendly, great online resources, |
| |IT webpage |
|RESP218 |customer service, help with technical problems, explain why something |
| |won't work properly |
|RESP219 |makes the use of computers available |
|RESP220 |I love the 24 hr. lab…..always a good time. |
|RESP222 |customer service, always a computer to use, printing |
|RESP224 |great service, fast internet, clean work areas |
|RESP225 |very helpful, nice, and have flexible hours |
|RESP226 |answers questions, keeps comp labs clean, keeps paper readily available |
|RESP227 |hours available, willingness to help, wireless internet |
|RESP228 |availability of MCS lab, keep more than 1 person staffed, maintain printers well |
|RESP229 |provides good equipment, offers emergency alert now, and keeps computers neat |
|RESP232 |help service, good hours, plenty of rooms w/computers |
|RESP233 |provides wireless network, provides headphones (lab…who cares), |
| |provides all night CPU usage at the mcs |
|RESP234 |provide friendly service, great internet accessibility accept for clean access |
|RESP235 |plenty of labs, fast internet, printing services |
|RESP236 |provides assistance in labs, helps with problems when you call, has |
| |good hours of access |
|RESP237 |be there when needed, keep area clean, keep information updated |
|RESP238 |availability of computers on campus |
|RESP239 |lots of locations |
|RESP240 |fixes computers/software, answers questions quickly efficiently |
|RESP241 |number of computer labs, number of computers, good customer service |
|RESP242 |keeps computers running smoothly, provide help in timely manner, very courteous |
|RESP244 |the computer labs are not neat, clean, or organized |
|RESP245 |good hours, keep paper in the printer, keep it quiet |
|RESP246 |help with more stuff |
|RESP247 |help when called from home, keep the areas clean, keep paper in printers |
|RESP248 |keeps labs clean, generally very friendly, advertise their services |
|RESP249 |keeps the technology up to date, promptly fixes problems with printers |
| |and other things |
|RESP251 |hours, willingness to help, providing dial-up |
|RESP252 |helpful, informs and educates |
|RESP260 |help desk support, modern technology, wireless access |
|RESP262 |Assistance with technical questions |
|RESP263 |printer availability, computer labs in most buildings |
|RESP265 |Provide computer labs, Provide accessible computer labs, Provide assistance in the computer labs |
|RESP266 |Helping students, have excellent knowledge about the software, very friendly! I want to work at the LA desk but I am |
| |afraid I wont have the knowledge to do it right! |
|RESP269 |1. They try their best in helping you with your problem. |
| |2. If they cannot help you they direct you to a place that might be able to help you. |
|RESP271 |They help you when you need assistance. Most of the time, they keep the quiet room quiet. They keep their computers well |
| |maintained. |
|RESP272 |help services, |
|RESP273 |Advertise themselves. Provide necessary (and unnecessary) computer access and support for the college community. Keeps |
| |the system available for use. |
|RESP274 |Keeping up with technology, helping students |
|RESP275 |1. Handle the needs of the students. |
| |2. Have enough workers with the knowledge and skills to do the job. |
| |3. Maintain the labs and stay helpful and friendly. |
|RESP276 |Helps answer quesitons. |
| |Shows you have to figure out things you are confused about. |
|RESP278 |helps with computer problems, found my password for me when i forgot it, |
| |stays open all night for the papers i pu off untill the last minute |
|RESP279 |Web maintenance |
| |Comp lab maintenance |
| |Customer service over phone |
|RESP280 |assist |
| |instruct on how to |
| |advice |
|RESP281 |Assist in computer lab. |
| |Help desk able to answer questions, or refer you to someone who can. |
|RESP282 |Informs you on the question being asked, nice, and helpful. |
|RESP283 | |
|RESP284 |I am happy with the variety of software. |
| |I am happy with the hours of service. |
| |The labs are clean and organized. |
|RESP285 |helps in computer labs |
|RESP286 |Helps students with technology, gives information about new services, |
| |and open at convienient times. |
|RESP287 |all good |
|RESP288 |help. |
| |inform. |
| |help. |
|RESP289 |I think they are very helpful when problems arise. |
| | |
| |They are usually very patient in helping people who may not understand |
| |how to use certain programs. |
| | |
| |They are also very polite. |
|RESP290 |Assist with technical difficulties |
| | |
| |Explain things that are wrong with computer/program |
| | |
| |Troubleshooting |
|RESP291 |I think the IT department is always available to help, and is successful. |
| |The hours of operations is convienent with a wide range of hours. |
| |Keeps the computers updated with new applications and information. |
|RESP292 |Provide Computer time to eveyone, have enought computers, |
| |are open 24hrs. in the MCS |
|RESP293 |None |
|RESP294 | |
|RESP295 |Assist with problems |
| | |
| |Provide open computer labs when needed |
|RESP298 |Helps with computer problems, keeps the computer room clean and helpful. |
|RESP299 |Have plenty of computer labs available to students! |
|RESP300 |1. Fast service |
| | |
| |2. Helps you out a lot |
| | |
| |3. Reliable source |
|RESP301 |Accessable |
| | |
| |Helpful |
| | |
| |Timely |
|RESP302 |new technology, helpful, ease of finding someone |
|RESP304 |Help when assistance is needed |
| | |
| |Answer questions efficiently |
| | |
| |Very kind |
|RESP305 |1. it informs about new things well by putting it on the backgrounds. |
| | |
| |2. the help desk works well for questions about wireless. |
| | |
| |3. keeps the computers running fast. |
|RESP306 |Stays open |
| | |
| |Helps when asked |
| | |
| |knows what they are doing |
|RESP309 |1. They have many labs and computers. |
|RESP311 |very personable IT helpers |
| | |
| |great computer access |
| | |
| |love the printing capacity |
|RESP312 |answers questions in labs |
| | |
| |good customer service to students |
| | |
| |labs are clean |
|RESP313 |They know their stuff, The labs are always clean, they provide help quickly |
|RESP316 |Helps students. |
| | |
| |Provides timely answers. |
| | |
| |Has great technology knowledge. |
|RESP317 |Help people out. |
| | |
| |Willing to help at anytime. |
| | |
| |Very nice. |
|RESP319 |1) Handles student access and computing problems very well |
| | |
| |2) Keeps the computers maintained and up to date |
| | |
| |3) Has people available when needed for support |
|RESP320 |Knowledge |
| | |
| |Helpful |
| | |
| |Courteous |
|RESP322 |They help me when I need it. They always answer my questions. |
| |And they give me free McAffee Virus protection. |
|RESP323 |provide access to labs 24 hours a day (MCS) |
|RESP324 |1. knowledge |
| | |
| |2. attire |
| | |
| |3. there is enough room for everyone to have a computer usually. |
|RESP325 |1.) Assist when needed |
| | |
| |2.) Printers are updated (ink and paper) |
| | |
| |3.) Making sure students are in there for school and not play |
|RESP326 |1. Keeps lab software up to date. |
| | |
| |2. Excellent student technician department. |
| | |
| |3. Deals with customers in a friendly manor. |
|RESP329 |I think that the willingness to help others and create a friendly operating |
| |environment is the key part of their success. The ability to have staff identifiable |
| |willing to help someone if they need it. |
|RESP330 |1. Show up. |
| | |
| |2. Listen to your problem. |
| | |
| |3. Try to fix your problem. |
|RESP332 |PROVIDE HELP AND LOOK PROFESSIONAL. |
|RESP333 |1. Respond quickly for call backs. |
| | |
| |2. Keep the comptuer lab clean. |
| | |
| |3. Helpful when asking questions about technology. |
|RESP334 |keeps printers full, helps people who need it |
|RESP335 |1. Make sure not to update lab computers with security and |
| |compatibility patches. |
| |(ex: firefox is 12 SEVERE security updates behind) |
| | |
| |2. Customer support |
| | |
| |3. Number of services |
|RESP336 |1) They are very helpful and professional |
| | |
| |2) They respond quickly |
| | |
| |3) If the assistant doesn\\\'t know how to do something they find |
| |someone that can. |
|RESP337 |Help with personal laptops, availability of assistance with |
| |computers in labs, and I don\\\'t know. |
|RESP338 |Help students, know material, availability |
|RESP339 |school work |
| | |
| |keep me informed of what\\\'s goin on |
| | |
| |helps me when i need it |
|RESP340 |1. Respond rapidly to class problems |
| | |
| |2. Help reset passwords |
| | |
| |3. |
|RESP341 |Helps when needed, keeps order, and doesn\\\'t get mad if we mess up something. |
|RESP342 |serive, availabilty, |
|RESP344 |hours |
| | |
| |help |
| | |
| |variety |
|RESP346 |They help you when your having computer difficulties, very nice people, |
| |and they suggest things to you if your not sure on what to do for a paper or something. |
|RESP349 |Helps students who have problems in the labs |
| | |
| |Keeps things organized |
| | |
| |Maintains good relations |
|RESP352 |They help if you need assistance, keep the computer lab clean, |
| |load the printers with paper. |
|RESP353 |employment, |
| | |
| |cleanliness of lab, |
| | |
| |helping with people who are not proficient at computers |
|RESP354 |Reliability of Software, Helpful Attitude |
|RESP355 |help with using computers, software discounting, and helping when |
| |don\\\'t know how to use programs. |
|RESP356 |I love the communication through the desktop background about |
| |new information, updates, or reminders. |
| |I like the hours of the labs and the availability of the computers and printers. |
|RESP359 |Help Others. |
| | |
| |Debug Computers |
| | |
| |Service |
|RESP360 |Keeping the lab open at convient hours |
| | |
| |Keeping the printers stocked with paper |
| | |
| |Providing computer and internet service |
|RESP361 |Address the students well. |
| | |
| |Fix computers in a timely manner. |
| | |
| |Show people how to use a program |
|RESP363 |Number of Staff |
|RESP365 |Customer service. |
| | |
| |Hours of Operation. |
| | |
| |Friendliness. |
|RESP366 |Updated software |
| | |
| |Student access to labs |
| | |
| |Help Desk services |
|RESP368 |customer service |
|RESP373 |tech support |
| | |
| |always their |
|RESP375 |Help desk |
| | |
| |Friendly Staff |
| | |
| |Knowledgeable |
|RESP378 |Help |
| | |
| |Make using the computers easy |
| | |
| |Friendly |
|RESP379 |Always nice. Helps when needed. Very intelligent. |
|RESP380 |provide service in a timely manner, provide a printing limit per semester, |
| |long hours to accommodate a variety of students |
|RESP381 |Helping with installing McAfee on laptop, helping me when i had trouble with my |
| |UBS drive, and helping me with my printing jobs. |
|RESP383 |Great in-lab service. |
| | |
| |Great hours. |
| | |
| |Friendly people. |
|RESP384 |The give us Purnell!!! They help with printer issues. They help with technological |
| |issues beyond my ability to understand. |
|RESP386 |Assistance provided |
| | |
| |Assistance provided |
| | |
| |Assistance provided |
|RESP387 |1. customer service |
| | |
| |2. availability of materials |
| | |
| |3. cleanliness of labs |
|RESP389 |Helps me with computer problems |
| | |
| |Has computers available at different locations |
| | |
| |Understands my computer needs. |
|RESP390 |Has decent amount of programs. Servers are fast. Good assistance |
|RESP392 |provides excellent times and equipment |
| | |
| | |
| | |
| |ample assistance |
| | |
| | |
| | |
| |allow for personal use of printer |
|RESP394 |Being friendly |
| | |
| |Nice weekday hours |
| | |
| |Fast computers |
|RESP395 |Assist with any technical help needed |
| | |
| |Very polite and professional |
| | |
| |Help in an emergency situation (paper lost while typing...lab assistant recovered it) |
|RESP396 |help out |
| | |
| |give advice |
| | |
| |kepp labs clean |
|RESP402 |The availability of computers during after midnight hours. |
| | |
| |Providing students with access to the internet and thus information. |
| | |
| |Making surveys that comment on the level of effectiveness of the |
| |ASU Technology Department |
|RESP408 |they are good with help and advice |
| | |
| |they keep the computer network running well |
| | |
| |providing good software selection |
|RESP410 |Friendliness, computer knowledge, and service |
|RESP411 |Provides uninterrupted or access with minimal interuptions |
| | |
| |Up to date technology |
| | |
| |Good support team with knowledge of hard and software |
|RESP412 |The students at the desk are very nice and always help me when I need help. |
| |They are good at trouble shooting problems that I occur. |
| |David Nelson assissted me today and he was very nice and knowledgeable. |
| |I was very impressed with how available he was to help not only |
| |me but other students also. Joni Kress |
| | |
| |227-6165 |
|RESP414 |Personal, attentive assistants, listening to students, desire to improve |
|RESP415 |1.Help is always avaliable when needed |
| | |
| |2.they are always nice |
| | |
| |3. |
|RESP417 |Samantha Cleveland is very helpful and outgoing. I appreciate her help. |
| |She is the most helpful of the Lab Assistants. |
| |I appreciate everything that the Help Desk does for us. |
|RESP418 |Being availiable, being helpful, and keeping things ready |
| |for our use (refilling paper in printers, etc.) |
|RESP419 |Helping with computer issues. |
| | |
| |Helping checkout equipment. |
| | |
| |Courtesy. |
|RESP421 |Awesome Awesome Awesome |
|RESP422 |Provides fast service, easily explains things to be and privides a clean work area. |
|RESP428 |There are computers available with internet and printing capabilities. |
|RESP430 |Assistance, Software Availability, Network Stability |
|RESP431 |Provide Labs, Keeps the computers running, has a silent presence |
|RESP432 |System updates, Helpful, Knowledgeable |
|RESP433 |Having staff always available in the main labs. |
| | |
| |Adding ASU Alert. |
| | |
| |Putting a limit on printed paper. |
|RESP435 |Keep labs clean, neat, and interesting decorations |
|RESP436 |Help with needs |
| | |
| |nice when helping |
| | |
| |knows their stuff pretty well |
|RESP438 |Answers questions |
| | |
| |Helps with the hardware (e.g. scanner software) |
| | |
| |Efficient computers |
|RESP439 |Customer service |
| | |
| |Computer lab cleanliness |
| | |
| |Software availability |
|RESP440 |Provide computers |
| | |
| |Provide good software, such as Corel Draw |
| | |
| |Provide help |
|RESP441 |Always willing to help. |
| | |
| |Gives notices via desktop information. |
|RESP442 |1. Hours |
| | |
| |2. Availability of Copmuters |
| | |
| |3. There are two really helpful technicians |
|RESP443 |Don\\\'t really care. |
|RESP445 |1. Provide computer access at all times |
| | |
| |2. Allow for the checking out of various technology items |
| | |
| |3. Respond to problems within a lab |
|RESP446 |1) Making computer access available at all times. |
| | |
| |2) Providing good hours for computer lab access. |
| | |
| |3) Providing printers and a suitable number of pages with which to print out |
| |assignments and other documents for my classes. |
|RESP447 |Printing, Maintsaing Access, Student Support |
|RESP449 |They are very attentive |
| | |
| |They keep things clean |
| | |
| |The know your questions |
|RESP450 |provide support, good hours, nice staff |
|RESP451 |Friendly |
| | |
| |Helpful & knowlegable |
| | |
| |If they don\\\'t know the answer, they do everything within their |
| |powers to find the answer. |
|RESP452 |Assisting with anything whether it be computer related or not. |
| |Sending out important information when neccessary. |
| |Being available during needed times. |
|RESP454 |There is always a computer available when I need one. |
| | |
| |There is always someone there willing to help. |
| | |
| |Its very easy to print my documents out. |
|RESP455 |Sits |
|RESP457 |helps you with whatever you need |
|RESP465 |Provides access to all students |
| | |
| |Keeps the lab running smoothly |
| | |
| |provides assistance for computer mechanical issues promptly |
|RESP467 |Leave me alone. |
|RESP469 |Internet access |
|RESP471 |Make known who the lab aids are! |
|RESP472 |I feel that IT has great Lab Assistants, I come in sometimes |
| |when I'm off duty, and see that |
| |my co-workers are helping people all the time, just as I do myself! |
| |I also like the fact that |
| |the MCS is open 24 hours during the week. I think it\\\'s nice that |
| |IT has a round the clock open lab. |
| |IT also handles printing well with the print limit. |
|RESP474 |available equipment |
|RESP475 |They help when I need it, at least one of the labs is open all , |
| |and they are courteous to everyone. |
|RESP476 |1. Helps people |
| | |
| |2. Very knowledgeable |
| | |
| |2. Clean Quiet environment to work in |
|RESP479 |Everything is neat and clean. The printers were fine. |
| |The internet is upgraded and fast. |
|RESP484 |1. helpful with certain programs |
| | |
| |2. decorate well |
| | |
| |3. keep it pretty clean |
|RESP485 |spend money on ridiculous promotions. |
| | |
| |provide 24 hour access |
| | |
| |helpful people to help understand programs |
|RESP486 |1. they are friendly |
| | |
| |2. the lab always looks clean and student friendly |
| | |
| |3. the computers always work for me |
|RESP488 |helping with log ins...finding lost files...changing formats for programs. |
|RESP490 |hours are great. |
| | |
| |reliable. |
| | |
| |nice and comfortable environment. |
|RESP494 |Keep the area clean |
| | |
| |recycle |
| | |
| |help with any questions |
|RESP495 |Help with personal computers, help with computers in general |
|RESP502 |informative |
| | |
| |helpfull |
|RESP503 |The hours that are avaliable to students |
| | |
| |Different software |
| | |
| |Blackboard/Ramport |
|RESP507 |Helps people who don\\\'t have their own computer/laptop |
| | |
| |You don\\\'t get distracted from your work |
| | |
| |Helps you find what you need when your personal computer doesn\\\'t have |
|RESP509 |help when in trouble.. |
| | |
| |nice service.. |
| | |
| |not many rules/restrictions.. |
|RESP511 |Friendly service, easily identifiable workers, knowledgable for the most part |
|RESP513 |Keeping track of account problems on the computer. Service and updating |
| |students with technology services |
|RESP515 |Helpful with answering questions. Rhey helped me open a .docx |
| |file without a reader. |
| |It is nice to have free McAffee as well. |
|RESP517 |Very helpful and friendly staff. |
|RESP519 |nothing |
|RESP522 |too long of test |
|RESP527 |Helps if we have problems with our internet or any other wireless |
|RESP528 |Provide computers, software/hardware, and availabilty of these items |
|RESP529 |I think they help you with questions, allows you to have free virus |
| |protection, and is easy to contact. |
|RESP530 |Decorate |
| | |
| |Help when needed |
| | |
| |great hours |
| | |
| |very friendly |
|RESP535 |Helping |
| | |
| |answering questions |
| | |
| |getting you what you need |
|RESP537 |1.Always open |
| | |
| |2.Always a knowledgeable staff available to help |
| | |
| |3.provides easy access to campus information through the internet |
|RESP538 |~Customer Service |
| | |
| |-Keeping paper in the printers. |
| | |
| |-Providing headphones to the students. |
| | |
| |-Resetting password every semester. |
|RESP539 |1. Assitance in the computer labs (software). |
| | |
| |2. Assistance with registration. |
| | |
| |3. IT Help Desk with login information/troubles |
|RESP545 |-provides priting services |
| | |
| |-keeps computers up to date |
| | |
| |-provides 24 hour lab service |
In Part III of the survey, the following are the improvements that students suggested. Students’ answers that left this blank were removed from the table below. After reviewing the student responsed, here are the improvements we suggest. These were determined by using the top 4 answers to these questions. A table with students’ responses is listed after the suggestions.
1. Apply quiet hours in labs
2. Faster computers / log in
3. Longer available hours in library labs
4. Better trained staff
|RESP002 |having more people working in order to not have a long wait period |
|RESP003 |faster start ups |
|RESP009 |no print limit |
|RESP010 |Kick people off who are looking at facebook when people need to do work. |
|RESP012 |enforce the quiet rules in the labs, Provide more CPU in labs |
|RESP014 |rent out laptops |
|RESP015 |more people working to solve faster the problems. |
|RESP016 |more access of computers, more hot spots, outside wireless |
|RESP019 |stronger internet signal in residence halls |
|RESP020 |nothing |
|RESP021 |more lab hrs. |
|RESP022 |better wireless internet in dorms |
|RESP024 |more techs to help with computer problems that can actually fix the problem |
|RESP025 |faster log in |
|RESP026 |make it easy to download videos for school projects. |
|RESP028 |flat screens |
|RESP029 |faster computers |
|RESP036 |make internet in dorm room smoothly because it is never a stable connection |
|RESP042 |more knowledge of available information on campus |
|RESP046 |increase hrs of operations in academic building on fridays. Workers spend |
| |less time chatting with each other and more time providing assistance when need it. That workers know more |
| |about the computers and their programs. |
|RESP047 |programs to translate other writing programs into microsoft word. |
|RESP048 |flyer with list of services available on ramport |
|RESP049 |More scanners and availabilty to download music. More contests |
| |to recycle paper and stuff like that. |
|RESP052 |DO NOT use Asu alert to advertise. Train the people better to help |
| |with softwares astronomy and statistics. |
|RESP053 |Staff needs to be friendly , there;s a girl in the 2nd floor of the |
| |academic lab that is very RUDE |
|RESP054 |get staff to be nicer and act more helpful |
|RESP055 |better service, 24 hrs lab in the library, make quiet study rooms |
| |actually quiet during hours specified. |
|RESP061 |technical assistance for PC or laptops |
|RESP062 |faster computers |
|RESP063 |make staff actually work, to walk around offereing help and |
| |not just sit checking myspace facebook etc. |
|RESP064 |more computers available in MCS during class times |
| |(no classes to be held in the quiet room) |
|RESP065 |redirecting people to other computer labs if one is full, |
| |usually need to stand in line to get a computer at the mcs during the day |
|RESP067 |keep up the good work |
|RESP070 |fixing problem w internet explorer and ramport |
|RESP072 |more laptops to check out for students |
|RESP073 |more computer available during busy times, solve problems |
| |with computers freezing and not saving the work |
|RESP074 |more personnel working, labs open all weekend long |
|RESP078 |don't run unecessary scripts on pcs that we own, that's why |
| |I haven't installl the clean access. Add internet history to user |
| |profile instead of always clearing |
|RESP079 |nicer student helpers |
|RESP082 |speed takes forever, mcfee slows laptop down to where it is not efficient. |
|RESP083 |wireless internet, podcast for classes |
|RESP085 |compture lab just for apple imacs, free microsoft office and microsoft Xp, |
| |vista software to check out for our personal computer laptops |
|RESP086 |expand hours, enforce noise reduction |
|RESP087 |not let people be so loud in the computer lab, talking on their cell phones |
|RESP088 |windows vista and new computers |
|RESP090 |more computers available |
|RESP091 |make sure campus alerts work, especially via text message |
|RESP095 |force students to be quiter in the labs |
|RESP097 |more staff |
|RESP100 |more areas in the mcs and rasman buildings to access computers. |
| |Group work areas with computers. More areas that HAVE to stay quiet, |
| |most people think it is a suggestion. |
|RESP101 |make study rooms more quiet. |
|RESP105 |open all the time, day and night, all weekdays and weekend days |
| |including night time. |
|RESP106 |availability to the latest technology and software |
|RESP108 |ASU alerts should be used only for emergencies, commercial is |
| |a waist of time and money for the recepient. The quiet rooms |
| |are never quiet during 8 pm 5 am in the mcs. |
|RESP111 |To have surveys be online. I do not appreciate having to take |
| |classtime that I have paid for to do redundant surveys. |
| |Surveys should be optional and be sent electronically. |
|RESP112 |This surveys is completely too long it needs to be reduced to 1 page |
| |to eliminate wasting of time |
|RESP114 |Wider variety of programs available for student use. |
|RESP116 |More firendly lab. Do not survey during class. |
|RESP123 |making the loggin process fasterin the mcs computer lab |
|RESP124 |strenght wireless internet signal |
|RESP125 |opening the lab for more hours on weekend |
|RESP126 |improve wireless, use recycle paper |
|RESP128 |have longer hours in library hours. Tighten more on the policies you have, |
| |example quiet room labs. Have people that are in there |
| |to work and not goof off. |
|RESP132 |24 hours - 7 day a week access to computer lab, |
| |Keep people from talking on cell phones |
|RESP134 |clean the areas |
|RESP137 |off campus wireless |
|RESP139 |free color printing up to so many pages |
|RESP142 |provide more computers in thecomputer labs, |
| |there is not enough for everyone to use |
|RESP145 |Just keep on good work |
|RESP147 |make things easier to find and access. Need to hire some hot girls to work |
|RESP148 |Have a better control over the talking in computer labs |
|RESP150 |More computers or make the smaller labs larger |
|RESP152 |more computer, don't have enough & more kids are coming |
| |to school each year need to more friendly people |
|RESP157 |fire the asian guy because he gets pissy and thinks that |
| |he is god over the entire mcs |
|RESP158 |advertise the digital camaras better |
|RESP160 |take away the paper limit |
|RESP161 |There should be an easier way to pay for color printing than |
| |on the Ramcard - this has been a major inconvenience for me |
| |and others - I don't have time to put money on the card and get |
| |my projects done. |
|RESP168 |new or upgraded computers |
|RESP170 |make software available in more labs - in drama we use |
| |VectorWorks 12 and when all the other labs close it is only available |
| |on 4 computers in MCS. The class is usually 20, be more willing |
| |to help, hours over weekend. Drama and art students don't get |
| |much free time during the week we need weekends. |
|RESP171 |making clean access a little easier |
|RESP174 |allow the people to be personal on duty & to interact with the students in the lab |
|RESP176 |more computers |
|RESP180 |I receive enough for my personal satisfaction currently. |
|RESP182 |nothing, great job |
|RESP183 |be more excited about helping, give information to students on a |
| |regular basis on how to keep their machine running like it should |
|RESP184 |more computere, less noise |
|RESP187 |making it eaiser to spot the computer lab assistants |
|RESP189 |keep adding more computers because school is getting larger |
|RESP194 |better access to free software offered by many software companies |
|RESP197 |update software, allow for installation of programs onto personal drives |
|RESP199 |more wireless access in library |
|RESP205 |faster log on, improve clean access, it is really slow, open comupter lab |
| |in rassman bldg more often, especially in evenings before 6 pm |
|RESP207 |students need to be informed about software & virus protection for personal use, |
| |scanners need to be installed more & in every lab or mini-lab,ink in printers & |
| |paper needs to be kept up, outdoor internet access needs to be installed |
| |around the school in sitting, quiet, sunny areas |
|RESP208 |none |
|RESP209 |Discount price for adobe acrobat software for home use |
| |(ASU job aplication requires adobe acrobat) |
|RESP211 |survey was slightly confusing |
|RESP212 |more hours |
|RESP215 |more labs, better call back times |
|RESP217 |the clean access is confusing…any way to make it simpler |
|RESP222 |not charging for color printing, have AIM on the computers, |
| |don't take so long to log onto a computer |
|RESP224 |more group study areas, but the main thing is to get all the |
| |information that is offered by them out to students not many |
| |know what is offered |
|RESP226 |faster downloads and improving knowledge about offered (available) services |
|RESP227 |availability of a station in the computer lab |
|RESP228 |more labs open at later hours |
|RESP229 |have the IT workers fully understand computers and how |
| |to fix problem that could occur |
|RESP232 |more software, longer hours of operation, music & movie downloading service |
|RESP233 |improve cca access currently it sucks, provide more of a |
| |discount for mircrosoft for microsoft office, all students to |
| |trade in any hardware for money, extra harware/ software, |
| |allow students to access p drive from personal cpu |
|RESP234 |get rid of clean access or substitute with something that works better with |
| |Windows Vista, make all printers have an option (or all printing software) |
| |to print duplex (it would save paper), instruct the |
| |IT staff on how to use the software properly |
|RESP242 |faster load time when logging on |
|RESP243 |keeping thee computer desks cleaner |
|RESP245 |longer hours in library lab |
|RESP246 |good so far |
|RESP247 |less chit chat w/in the lab from attendants - it's distracting, be more friendly |
|RESP248 |have not always been able to get technical help I need |
|RESP249 |provide the same programs in the library that are available in the MCS |
|RESP251 |more computers |
|RESP260 |faster departmental (office) support for staff/faculty @ASU |
|RESP263 |longer lab hrs on wknds |
|RESP264 |test |
|RESP265 |Keep the extended hours that you have! |
|RESP266 |Just keeping the computer tables a little cleaner would be nice! |
|RESP269 |Heving more help on staff during busy hours. |
|RESP272 |stay open longer |
|RESP273 |Allow campus e-mail to be forwarded to personal e-mail accounts. |
| | |
| | |
| | |
| |Improve the features of blackboard to allow better compatibility with, |
| |say, rich-text format, so that I don\\\'t have to re-format every assignment. |
|RESP274 |Outside internet |
|RESP275 |Keep striving to continue the great work! I say... Go IT department!!! |
|RESP278 |computers take way to long to start up |
|RESP279 |Machines need to have much quicker log-in and application loading time, |
| |lab is terrible! |
| | |
| | |
| | |
| |Help Desk, please make stronger strides (student employees) to be more curtious. |
|RESP281 |The search on ramport for the library is hard to use. |
| | |
| |Insist on having lectures for online classes. |
|RESP284 |Hiring more informed employees. They should know more than |
| |the average student. Perhaps teach them a little about the |
| |different programs and software. |
|RESP285 |give information on virus protection, help take viruses off of your computer |
|RESP287 |all good |
|RESP288 |i have no idea. |
|RESP289 |I would suggest finding a way to make the wireless internet in |
| |the dorms better, I have a hard time getting my computer |
| |to connect to it sometimes. |
|RESP290 |Allow ramport access cutoff longer than 15 minutes |
|RESP291 |I think since the school is expanding and more students will |
| |be enrolling, there needs to be another computer lab for easier access. |
|RESP292 |Everything is Great |
|RESP293 |I suggest that when you call help desk with a problem that |
| |they return the call. Fix Blackboard. |
|RESP295 |Blackbord needs to be like it was before I have had more trouble |
| |with it this year. |
| | |
| | |
| | |
| |Respondous lock down browser not imprested with this service. |
| |it kicked me out of my test after I submited and it was lost in cyber space. |
|RESP298 |Make your services known...maybe have a list of them or something. |
| |I never knew about the digital camera checkout and that is neat for |
| |someone who does now have that. |
|RESP299 |Placing a computer lab in the CHP. |
|RESP300 |I thinks it\\\'s pretty good as is. |
|RESP302 |email isnt very good! |
|RESP306 |Keep the Library open on weekends!!!!!!! |
| | |
| |More people to help |
| | |
| |quiet rooms that are quiet |
|RESP308 |Make sure your staff knows how to answer general questions. |
|RESP309 |1. Let it be known where quiet areas are in computer labs.... |
| |cell phones and chit chat are annoying! |
|RESP312 |more group work facilities |
| | |
| |wireless setups for outside use |
|RESP313 |Be more friendly, hire more professional people |
|RESP316 |More concise answers. |
|RESP319 |1) Make sure there are labs in every building, and do not use them |
| |for classes. It makes it hard for students to use the labs when a class is |
| |in secession in the lab and the professor will not let others in. |
| | |
| |2) Create a self help password reset option. After working all day, |
| |I try to get into the system, at 2am, to do my homework and I forget |
| |my password and try several times to get into the system, only to be locked out. |
| |At 2am, there is no way I can get into blackboard or my e-mail because I have |
| |to wait until morning to call the help desk for them to reset my password. |
|RESP320 |Being able to access ASU software at home. I am taking a statistics |
| |w/Excel class and don\\\'t have Statpro which is used in my class. |
| |I find it hard to find time to go to the computer lab just to study for this class. |
|RESP323 |Free/discounted internet access to students living off campus |
| |(just like the dorms have for students who live on campus) |
|RESP324 |1. more friendly |
| | |
| |2. more willingly helpful |
|RESP326 |1. Hire more knowledgeable lab assistants. |
|RESP329 |Be able to access ASU wireless services by logging on to somewhat |
| |like Ramport or Blackboard. Pulling up wireless service and logging |
| |on to the internet by our username and password. |
|RESP330 |Have the tech dept. need more than just the basic understanding |
| |of operating systems. If they have just the basic understanding they |
| |know just as much as most of the students needing help, and that |
| |doesn't help them at all. More scanners, color printers, and faster log in times. |
|RESP334 |Allow for people to print at the kiosks around campus but limit it |
| |to 5 or 10 pages to keep people from using it like a personal pc. |
|RESP335 |1. I\\\'d like to see a Linux computer lab or even just one or two |
| |computers running Linux in each main lab. Our dependence on closed |
| |source programs worries me. |
| | |
| |2. Allow more anti-viruses with clean access. AVG was awesome |
| |years ago but now it\\\'s one of the worst. Whereas, the top three are |
| |Bit defender, Kaspersky, and NOD32 (in that order) |
|RESP336 |Enforce quiet times in MCS. It\\\'s often very loud in there. I know |
| |it\\\'s not fun to tell people to be quiet, but it\\\'s necessary. |
|RESP337 |Ummm...better advertisment of the services offered! I had no clue |
| |you could check out digital cameras! |
|RESP338 |no suggestions |
|RESP339 |More computer labs. |
|RESP341 |Nothing. |
|RESP342 |nothing |
|RESP344 |shut people up |
| | |
| |shut people up |
| | |
| |shut people up |
|RESP346 |I don\\\'t and haven\\\'t seen anything that needs improvement right now. |
| |Technology services has been pretty good with everything. |
|RESP349 |Increased hours - ESPEICALLY for the piano lab |
| | |
| |A more expert knowledge of network architecture - |
| |the people I spoke to on the phone couldn\\\'t tell me if ports |
| |were blocked |
| | |
| |Possibly finding an alternative to Clean Access Agent - |
| |it works, but I\\\'ve had trouble with it blocking legitimate |
| |applications from accessing the internet |
|RESP352 |quicker log in |
|RESP353 |getting some linux boxs |
|RESP355 |nothing, doing good |
|RESP356 |A messaging device on the desktop that you may use with the IT staff. Thi |
| |s way students can message the staff at the desks and if the staff |
| |can\\\'t fix it by typing intructions, they can walk over to the computer and do it. |
|RESP360 |Make wireless better in the dorms I know 20 people who can not use |
| |the internet in Texan Hall. |
| | |
| |Listen to the students more |
|RESP363 |Better trained in software |
|RESP364 |I wish there were more competent people in the labs. I also wish that |
| |the labs would be open 24/7 even on Friday and the weekends. |
| |I also wish that the web site was more user-friendly |
|RESP365 |Maintain the amount of computer stations that you currently have. |
|RESP366 |Better customer support |
| | |
| |Employees with better social skills |
|RESP369 |Not this long of a survey |
|RESP370 | |
|RESP371 |the format for the class schedule online, right now you must click |
| |on the subject before you can see what is available, could we load |
| |the schedule on a PDF format and possibly look at it like we did when |
| |the scheudles were printed. |
| | |
| |Thank You. |
|RESP375 |A CAD architectural drawing program |
| | |
| |Hours in Rassman in the afternoon |
| | |
| |Shorter survey next time |
|RESP378 |None it is GREAT!!!!! |
|RESP379 |Sometimes i wish they all knew more about certain areas. I wanted |
| |to use photoshop one time and noone could help me. |
|RESP380 |have more places, such as the library, that allows you to print on two sides |
|RESP383 |Just make sure the quiet rules are enforced when needed. |
|RESP384 |Newer people should not be left in a lab where only one person is needed. |
| |I have helped more than one new employee at ASU with the lab in the |
| |Academic building because they did not know how to do something |
| |with the printer, pc, etc. |
|RESP389 |none |
|RESP390 |Do something about sound on the computers have headset for every comp. |
|RESP392 |kiosks are too slow |
| | |
| | |
| | |
| |music service! |
|RESP394 |i don\\\'t like weekend hours |
|RESP395 |Outdoor internet service |
|RESP396 |nothing |
|RESP402 |Improve start up speed for log on in the MCS lab. |
| | |
| |Increase speed of internet connection through the wireless and |
| |cable/dsl in dorms and labs. |
|RESP407 |The availability to download music. |
|RESP408 |it is way to slow to login and get access on the network, it is a big pain |
|RESP411 |Having more computers to use at peak times |
|RESP412 |They really need to clean the area more. I have been at ASU three years |
| |and only once have I seen the students cleaning the tables and computers |
| |of dust, hair, paper, and just build up. I am in the computer lab at MCS at |
| |least 4 times a week and this is very bothersome. The floor is so nasty |
| |I don\\\'t even want to put my backpack or other bags on the floor or the |
| |counter top by the computer. I can only imagine how keyboard nasty the |
| |keyboard is. |
|RESP415 |idk, they do a good job!!! |
|RESP417 |When the internet service is not working in a residence hall such as |
| |Harvard House, and the students cannot figure it out on their own, |
| |they should send someone to please check it out for us. We pay for access |
| |to the internet. |
|RESP421 |Its all good |
|RESP422 |Teaching the techs to be more respectful. When I got my laptop last year, |
| |I needed help getting onto the wireless internet so I went to the Texan internet |
| |event and this Brandon tech guy wouldn\\\'t stop giving me grief for owning a Mac. |
| |I was very offended, and surprised that they were untrained in all forms of comuters. |
| |He made it out that Macs were useless and so therefore not needed to be understood. |
| |In the end, he was unable to connect me to the internet and I was |
| |sent to the help desk to talk to the manager that did in fact understand Macs. |
|RESP428 |Allow more user control over computer to perform some downloads to personal |
| |stoarge devices. |
|RESP431 |get the run-time errors off of the computers in the labs |
|RESP432 |Make the websites like ramport easier to read, and have the big |
| |deadlines like FASFA submission in bold. |
|RESP433 |ASU Alert was a good start, but I would suggest allowing professors |
| |to use something similar. I think it would be cool to receive texts and |
| |emails reminding me of when assignments are due or when class is cancelled. |
|RESP436 |About the internet connection: I play xbox360 online and the security |
| |that we have doesn\\\'t allow me to play with most of my friends. |
| |If ya\\\'ll could find away around that, with the security still being very good |
| |but allowing me and I know alot of other people on campus, to play with |
| |regular connection...since it is an xbox and the risks of getting a virus |
| |through an xbox is low. Most viruses I would believe would be aimed |
| |toward Windows OS. |
|RESP437 |items be implemented: |
| | |
| |-Microsoft Push Technology |
| | |
| |-Outdoor Wireless Access |
| | |
| |-updated OS, software, etc. |
|RESP438 |Try to keep the internet on campus for the residence halls up |
| |to speed constantly. There are lag spikes that slow my internet |
| |access way down. |
|RESP439 |Linux computer lab!!!!!! |
|RESP440 |Get Office 2007 ASAP (Love the equation editor and new interface) |
| | |
| |Get more open source software - like Blender, , etc... |
| |installed on computers |
|RESP441 |Send students more emails to let them know what\\\'s going on. |
| | |
| |Let students access wireless through their iPods. |
|RESP442 |More personal and considerate work force. Everytime i try to get help |
| |i talk to three employees just standing around, and they give me a very |
| |technical answer that i dont understand. And they are very rude, |
| |like i am suppose to know everything about computers. |
|RESP443 |Clean Access is a terrible pain. :( |
|RESP444 |The labs here a filthy! There is gum on the floor and large accumalations |
| |of dust as well as other disgusting particulates. Please make an effort |
| |to either convince the janitorial staff to clean or hire new ones. Thank you. |
|RESP445 |1. Move promptly in fixing computer problems (IE computers being |
| |broken for over a month or Images for computers in the labs having |
| |errors that popup everytime anyone logs on) |
| | |
| |2. Expand Texan Hall internet past one central switch. |
| |Currently there is over a 0.5-1.0 second delay in games that makes |
| |most games completely impossible to pay. This wastes the money |
| |I spend on paying for Residential Technology Services. |
| | |
| |3. Elminate VPN client completely and use only the new software |
| |for connecting to your P: Drive outside of the ASU network. |
| | |
| |4. Clean Slate is causing more problems in labs than fixing them. |
| |Restarting computers at 2:00 AM is not the best idea for students |
| |currently using those computers. It forces us to leave that computer |
| |and go somewhere else to actually do the work that needs to be done. |
| | |
| |5. PLEASE get a POP server so that ASU e-mail can be forwarded |
| |to other e-mail accounts. My Yahoo account does a ten times |
| |better job of eliminating spam mail than does ASU mail, though |
| |it has gotten better in recent months. |
|RESP446 |1) Increase the bandwidth available in the dorms, particularly in |
| |Texan Hall. Due to the number of people online, there is a nearly |
| |constant half-second to full-second delay present in online games |
| |which makes them difficult, if not impossible to play. This is a |
| |waste of my money, as I have to pay both for my technology services |
| |on campus and to play the games in the first place, and I expect to |
| |have adequate internet service in my room at all times. |
| | |
| | |
| | |
| |2) The Clean Slate program which restarts computers and defaults |
| |all personal settings is very inconvenient and is actually causing problems |
| |rather than solving them. That the computers restart and go into a prolonged |
| |maintenance mode during the hours when I need the computers to complete |
| |my homework is not very well thought through, and the fact that all of my |
| |settings get reset daily on the computers I regularly use creates an |
| |incredible hassle. Either modify the program to make it more convenient, |
| |or remove it altogether. |
|RESP447 |Give the aides more information/training |
|RESP449 |They need to be sure that the quiet room is Quiet. i do not know how many times i |
| |have been in there and everyone has been talking. especially when the whole lab |
| |room is full and they have no place to go. It is still a QUIET ROOM. |
|RESP450 |Speed up the log on, provide an option to get so many color pages for |
| |x number of your 3000 pages |
|RESP451 |They could be a little more attentive when they can see that someone is struggling. |
| |Sometimes they get to visiting too much among themselves but otherwise, |
| |I believe they are doing an awesome job. The best anyone could ask for. |
|RESP452 |Nothing.... |
|RESP454 |No suggestions |
|RESP455 |To download the appropriate programs for students to bring assignments from |
| |home on a usb drive and be able to access them at school. The Windows |
| |task converter is not installed yet, and My Works program wont let me do |
| |homework at my house and bring up on the school computers. |
| |The is very inconvienient for students who don\\\'t have time to make |
| |it to the computer labs. |
|RESP457 |Allow you to print at a kiosk, maybe limit it to like 10 pages. |
| |This would allow someone to print notes for a class quickly instead |
| |of having to go to a lab. |
|RESP465 |Have individuals that know more about how to complete certain tasks |
| |on the computer. There have been a couple of occasions where I asked |
| |for assistance on how to perform a certain task using one of the programs |
| |on the computer and the lab assistant did not know how to perform the task. |
|RESP467 |more porn. I dont care. |
|RESP469 |nicer staff |
|RESP472 |That IT have a small lab open 24/7, for student use. The main MCS lab is far |
| |to large as only three or four people are in the lab at 3:00 AM, but a small lab |
| |with maybe ten or so commputers whould be nice. I also think that IT needs |
| |to add more Macs around campus and in the MCS. They also need to update |
| |the computers around campus, some seem out of date of curent softwear |
|RESP474 |Printer\\\'s qulity |
|RESP475 |Update the Microsoft Office from the \\\'03 version. That\\\'s about it. |
|RESP477 |none |
|RESP479 |Sometimes logging in takes forever. But i\\\'m a patient person and work around it. |
| |I don\\\'t get why some computers are faster than others but eventually |
| |I get to where I\\\'m trying to go. |
|RESP484 |Student workers should know something about ALL of the programs |
| |installed on the computers. |
|RESP486 |I had a problem with mcafee virus protector on my computer and no |
| |one was able to help me |
|RESP487 |You need better wireless internet!!!! |
|RESP494 |take care of work orders when the phone opperator says they will |
| |be taken care of |
|RESP500 |Better Internet, Clean Acces slows everything down. |
|RESP502 |nothing |
|RESP503 |more computer labs |
|RESP506 |to improve the wireless conections, and the clean acces is kind of slow |
| |and compicated. |
|RESP509 |limited but free color printing |
|RESP511 |Have faster log-in times. |
|RESP513 |cleaniness on computer keyboard |
|RESP515 |How about to download some programs that the computer labs do not |
| |currently have for temporary use? |
|RESP517 |Have people be quiet when utilizing Quiet room. |
|RESP527 |none |
|RESP530 |Shirts to distinguish them (?) |
| | |
| |more opportunities to recycle throughout the labs |
|RESP535 |Not allowing personal phone use while at the help desk |
|RESP537 |1. Keep labs cleaner |
| | |
| |2. offer study area with computers in a relaxed environment. |
| |maybe similar to the quiet study room in the library but with computers. |
| |however computers need to be separated to prevent conversation |
| |while using the computers. |
| | |
| |3. single convenience computers in each building, similar to the |
| |email machines but easy, free, unrestricted access |
|RESP538 |~Update ALL application software on the computer lab computers. |
| | |
| |~Change the anti-virus to a higher ranking virus [The BitDefender teams has |
| |one of the shortest response times to viruses (it was the first to release |
| |antidotes against viruses such as Win32.Bagle, sky, Win32.My Doom) |
| | |
| |Continuously updated database of virus signatures, currently 75,000] |
| | |
| |~Use a better firewall [Ex. ZoneAlarm] |
| | |
| |~Improve the speed of the computer lab computers. |
| | |
| |~Improve internal hardware on the school computers. |
| | |
| |~Buy a defragmenter [O&O Defrag 10 is the newest generation of the very |
| |successful O&O Defrag. Simply, quickly, and securely, you can get the |
| |maximum performance out of your expensive hardware investments] |
| | |
| |~Stop using windows defragmenter. |
| | |
| |~Allow users to change the wallpapers on the desktop. |
| | |
| |~Allow users to delete delete icons on the computers. |
| | |
| |~Update the headphones provided to the students in all computer labs [Old, and dirty] |
| |[The sound quality is bad] |
| | |
| |~Allow users to log into ubuntu(LINUX) instead of WINDOWS. |
| | |
| |~Give students a choice in what operating system they want to log into. |
| | |
| |~Allow internet access outside of the every building. |
| | |
| |~Upgrade the laserjet printers in the computer labs. |
| | |
| |~Allow students to checkout headphones. |
| | |
| |~Change the interface of the website. |
|RESP539 |1. Enforce quiet hours in quiet rooms (MCS) |
| | |
| |2. More knowledgable on equipment in computer labs. |
| | |
| |3. Inform students about technology offered (ie: Virus Protection, |
| |Discount on computer materials) |
|RESP545 |Allow students to check the angelo.edu email account via POP or |
| |IMAP WITHOUT HAVING TO LOG ON TO THE VPN. |
| | |
| | |
| | |
| |or |
| | |
| | |
| | |
| |Institute an email forwarding service to allow students to forward email |
| |directed to the angelo.edu account to another email account. |
-----------------------
support
gy
Technolo
Alert
ASU
Camaras
of Digital
Check out
Virus
McAfee
Free
Hardware/
d
Discounte
Quiet
Room A
MCS Lab
Access
Network
Wireless
mail
RamPort E-
d
Blackboar
Printing
Color
Dialup
Kiosks
Internet
Hall
Residence
e
Assistanc
Help Desk
3.643
3.866
3.552
3.679
3.333
3.612
3.618
4.163
4.265
3.914
3.254
3.494
3.683
3.937
Means
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Means for Level of Satisfaction (5 = Extremely Satisfied, 1 = Not satisfied at all)
................
................
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