Survey respondents were asked to give an overall grade (A ...



EXECUTIVE SUMMARY

This report contains all of the data collected from the 2007 ASU Information Technology Customer Satisfaction Survey. The survey was composed by the Information Technology Department and administered to students on campus from March 16, 2007 to April 13, 2007. Random classes were chosen to participate in the survey. In addition to classes, a link to the survey was placed on the desktops of all computers in all of the computer labs on campus. A total of 426 surveys were completed this year (334 by classes and 92 through the network).

The survey is an annual task performed by the Information Technology (IT) Department to gauge customer satisfaction level of IT’s operation and to gather data on miscellaneous areas to help IT in making decisions. As in past years, Part I of the survey was designed utilizing the principles of the SERVQUAL instrument, which was first instituted by Zeithaml, Parasuraman, and Berry. Part II was designed to enable the analysis of students’ opinions on technology and service questions prepared by IT personnel. Finally, Part III was designed for the purpose of determining the demographic characteristics of the survey population.

Using the SERVQUAL guidelines, three factors were determined to be the most relevant for Information Technology. The following are the factors which will be used in the report.

Factor 1 focuses on the STAFF attribute and consists of questions concerning the following dimensions:

• Assurance - Knowledge and courtesy of employees and their ability to inspire trust and confidence

• Empathy – Providing care and individualized attention

• Responsiveness - Willingness to help customers and provide prompt service

Factor 2 focuses on the SERVICES and consists of questions concerning the following:

• Tangibles – Appearance of physical facilities, equipment, and personnel

Factor 3 focuses on the PROFESSIONALISM and consists of questions concerning the following:

• Reliability - Ability to perform the promised service dependably and accurately

After defining the factor components, the next step was to determine the SERVQUAL score for each factor. For each question in the factors, the desired level was subtracted from the perceived level.

Question(x) = Perceived (x) – Desired (x)

Factor 1999 2005 2006 2007*

Staff -0.936 -1.069 -0.630 -0.730

Setting -1.047 -0.942 -0.581 -0.646

Tools -0.302 -0.888 -0.291 -0.366

The chart above give the SERVQUAL mean scores for each of the three factors. The greatest difference in the perceived versus desired level is in Factor 1 – Staff. The average difference in Factor 1 is -0.7298 between the perceived and desired levels. We feel that if the following actions were taken, then the gap would decrease significantly.

Recommendations

• Staff need to direct attention to those students coming into the lab that are unable to find an open computer. Staff should be able to direct the students to another lab.

• Staff should make a better effort to give students personal attention.

• Staff should be able to instill confidence in the student to use the computer lab software and hardware.

• Staff must have the student’s best interests at heart.

The report goes into further detail in describe the processes in which the factors were compiled. The report also gives the results to the various questions IT wanted to know concerning the student population.

Introduction

The Information Technology Department at Angelo State University provides students, faculty and the administration with a variety of services that aid in the educational process. Currently, students have access to 8 general use microlabs which house over 400 computers and 175 software applications, as well as an additional 329 machines that are located in specialized classrooms. (ASU website, 2007) Due to the variety of technology and services offered at ASU, it is necessary to keep track of and adapt to the changing needs of customers. Nine years ago the first customer satisfaction survey was administered to address these issues and has been conducted annually since that time.

This survey is a part of that annual review and focuses on customer satisfaction as perceived by ASU students. The results of the survey are used to determine current satisfaction levels, future technology/service needs, and areas where additional funding is needed. (Angelo State University’s Information Resources Strategic Plan 2005-2009, 10) The overall purpose of the survey is to provide the IT department with the information needed. The survey responses were collected by distributing surveys to a random selection of classes as well as through an online version that was made available with a link placed on the desktops of all general use microlabs. A total of 426 surveys were completed by ASU students this year.

As in past years, Part I of the survey was designed utilizing the principles of the SERVQUAL instrument, which was first instituted by Zeithaml, Parasuraman, and Berry. Part II was designed to enable the analysis of students’ opinions on technology and service questions prepared by IT personnel. Finally, Part III was designed for the purpose of determining the demographic characteristics of the survey population.

METHODOLOGY

Part I of the survey asks customers to give their opinions on both their desired level of service and their perceived level of service, on a scale of 1 (low) to 9 (high), on twenty-five statements related to Information Technology. All of the perceived level responses, A(x), were broken into three factors using factor analysis procedures. Listed below are the three factors and the corresponding perceived responses.

Factor 1 = A4+A8+A10+A12+A14+A16+A30

Factor 2 = A32+A36+A40+A42+A44+A46

Factor 3 = A6+A22+A24+A34+A38

Factor 1 focuses on the STAFF attributes and consists of questions concerning the following dimensions:

• Assurance - Knowledge and courtesy of employees and their ability to inspire trust and confidence

• Empathy – Providing care and individualized attention

• Responsiveness - Willingness to help customers and provide prompt service

▪ The staff’s ability to instill confidence in me to use the computer lab software and hardware (Q2)

▪ Computer lab staff who deal with me in a caring fashion (Q4)

▪ Receiving a prompt response to my computer lab problems and/or suggestions (Q5)

▪ Computer lab staff who have my best interest at heart (Q6)

▪ Computer lab staff who understand my computing needs (Q7)

▪ Computer lab staff who give me personal attention (Q8)

▪ Being directed by staff to an open workstation at another computer lab if the first computer lab is full (Q15)

Factor 2 focuses on the SERVICES and consists of questions concerning the following:

• Tangibles – Appearance of physical facilities, equipment, and personnel

▪ Convenience of normal operating hours to personal schedule (Q16)

▪ Computer response time during log-in or application loading (Q18)

▪ Relying on the computer lab software and hardware to operate smoothly (Q20)

▪ The computer labs containing state-of-the-art computers and peripherals (Q21)

▪ The variety of software available in the computer lab (Q22)

▪ The variety of special equipment (i.e. scanners and color printers) available in the computer labs (Q23)

Factor 3 focuses on the PROFESSIONALISM and consists of questions concerning the following:

• Reliability - Ability to perform the promised service dependably and accurately

▪ Staff who have the knowledge to answer my questions about computer lab policies, operating hours, software, and hardware (Q3)

▪ Services provided at times listed (Q11)

▪ A visually appealing computer lab (i.e. neat, clean, and organized) (Q12)

▪ Computer lab staff who are dressed appropriately for their position (Q17)

▪ Counting on the computer labs to have the software and hardware I need to complete my assignments (Q19)

Several questions were dropped from the Factor Analysis because the data showed that they were related to multiple factors. These questions include:

▪ The computer lab staff’s willingness to help me (Q1)

▪ Staff who have the knowledge to answer my questions about software and hardware (Q9)

▪ Providing computing services as promised in the ASU catalog, computer lab brochure, or web page (Q10)

▪ Computer lab staff can be distinguished from other students and are easy to identify (Q13)

▪ Ability to find an available workstation in one of the six labs on campus (Q14)

▪ Disk space provided to me on the server (my P:drive) is adequate for my data storage needs (Q24)

After defining the factor components, the next step was to determine the SERVQUAL score for each factor. The SERVQUAL method was first introduced by Zeithaml, Parasuraman, and Berry and is used to find the differences in the perceived levels versus the desired levels. For each question in the factors, the desired level was subtracted from the perceived level.

Question(x) = Perceived (x) – Desired (x)

The score means for each of the factors were found by using the SAS program. First, the questions that made up each factor were summed. Then the total was divided by the number of questions for that factor. The SERVQUAL score means are given as follows:

Score 1 = (Q2+Q4+Q5+Q6+Q7+Q8+Q15)/7 = -0.7298

Score 2 = (Q16+Q18+Q20+Q21+Q22+Q23)/6 = -0.6462

Score 3 = (Q3+Q11+Q12+Q17+Q19)/5 = -0.3662

To make sure that the findings maintained internal consistency reliability the Cronbach alpha for each factor was found. The Cronbach alpha can have a value between 0 and 1, with 0.6 being the cutoff point. Values above 0.6 indicate satisfactory internal consistency reliability. The standardized Cronbach alphas for each factor are shown below:

Factor 1 = 0.8838

Factor 2 = 0.8823

Factor 3 = 0.7992

RESULTS

Part I results were explained by the SERVQUAL information previously mentioned. By looking at the SERVQUAL scores, Information Technology should focus most of its attention on issues related to the staffing factor. The staffing factor had the largest margin between the desired and perceived levels with -0.7298. Factor 2 (service) had the next largest gap between the perceived and desired levels with -0.6462. Factor 3 (professionalism) had the smallest change with -0.3662, therefore indicating that IT is meeting the desired level of professionalism to the perceived level of professionalism.

Part II of the Customer Satisfaction survey consisted of a variety of questions composed by the IT department to gain insights into students’ thoughts and opinions covering a variety of topics, from internet access to identity theft, RamPort to podcasting. Following are the resulting conclusions.

When the respondents were asked about which technological devices they own, 64% indicated they own a personal desktop computer with Windows OS and only 2% indicated they own a Mac personal desktop computer. 56% stated they own a Windows laptop and only 2% own a Mac laptop. 74% own a printer, 95% own a cell phone, only 11% own a Smart phone, 59% own a music device, 75% own a USB jump drive, and 69% own a digital camera.

About 55% of the students indicated that they most frequently used commercial broadband services for accessing the Internet during the academic year while only 24% said they used school-operated network services most frequently. Next came school-operated wireless networks with 11% and only 5% indicated they used school-operated dial-up.

Of those students who indicated they own a laptop, only 49% stated that the laptop was set up for wireless network use on campus.

When asked how the student learns about Information Technology services, the ASU website was shown to be the most frequent method with 255 responses, followed closely by RamPort which had 246 responses. Computer background messages came in third with 224 responses.

For the 2 questions concerning the Ida Theft promotion conducted in the fall semester of 2006, 56% stated they were aware of the promotion while 41% stated they were not aware. Analysis showed that only 7% of students surveyed participated in Ida Theft with an overwhelming 89% indicating they did not participate in the Identity Theft promotion.

Respondents were asked what web browser is normally used and 82% indicated they use Internet Explorer and only 15% indicated they use Firefox.

55% of students primarily use USB drives to store their data, followed by the network P:drive with 33% indicating that as their primary data storage medium.

Several questions were asked concerning RamPort. The first asked how many times a student used RamPort during the Fall 2006 semester. The results indicate that 31% used it daily, 38% used it weekly, and the remaining 31% used it once a month or less. The second question inquired about the features of RamPort that had been used regularly. Email was chosen over 300 times, followed by student registration, which was chosen 259 times, and finally by the library feature, which was chosen 159 times. When asked how they would rate the content in the RamPort channels, nearly half of the respondents indicated it was somewhat interesting, followed by 22% who indicated it was interesting. Only 2% said it was very interesting, but only 11% said it was not interesting. 19% said they had never viewed the content or did not indicate an answer choice.

A couple of questions were asked related to the Electronic Communication Policy. First, respondents were asked if they were aware of the policy that states that their angelo.edu email address is the address used for official communication from the University. 77% indicated they were aware of the policy while 19% said they were not aware of it. Students were asked how often they check their ASU email account. 37% stated they check their ASU email weekly while 35% check it daily. 12% check it monthly and 7% check it only 1-2 times per semester.

Students were asked questions related to the use of “clicker” or response pad technology in the classroom. First they were asked if they had participated in a class that used clickers, with 169 indicating they had and 251 indicating they had not. Next, those who had participated in a class with clickers were asked if they liked using clickers, with 131 indicating they liked using them and 44 indicating they did not like using clickers. Finally, they were asked if they felt using clickers helped them learn more, with 92 indicating that clickers helped them learn more and 82 indicating they did not help.

When it comes to what documents students print in the computer labs, 376 of the 426 (88%) indicated they print assignments, 343 (80%) print lecture notes, 337 (79%) print research materials for class, and 184 (43%) print materials for personal use.

Two questions were posed related to group projects. The first asked the number of school projects the student had done that involved working as part of a group and using a computer. 13% said ‘none’, 29% said ‘1-2’, 28% said ‘3-5’, 13% said ‘5-10’, and 17% said ‘more than 10’. When asked if they would be interested in having more group work areas with computer access, 64% indicated they would be interested and 36% would not be interested.

Respondents were asked the level of interest they would have in being able to check out a laptop for use on campus, with 42% indicating they would not be interested at all, 25% were somewhat interested, 17% were interested, and 14% were very interested.

They were then asked a few questions related to podcasting. The first asked if the students would be interested in taking a class where the teacher offered material via podcasting. 30% said they were not interested at all, 35% were somewhat interested, 23% were interested, and 9% were very interested. Next, they were asked if they would mind being required to have an mp3 player for a class that used podcasting, with 42% indicating they would mind being required to have an mp3 player, 45% indicating they would not mind it, and 13% providing no answer.

Students were asked about how many multimedia presentations the students had created for their classes, with 11% stating ‘none’, 24% stating ‘1-2’, 28% stating ‘3-5’, 15% stating ‘5-10’, and 20% stating ‘more than 10’. When asked how interested they would be in having access to a multimedia room to practice presentations for classes, 41% said they were somewhat interested and 27% were interested.

When asked how often they use their cell phones or smart phones to get information off the Internet, nearly 300 of the 426 indicating they never use their phones for that purpose.

Survey respondents were asked to give an overall grade (A-F) to ASU technology services. The majority of responses were split evenly between A and B at 45% each. Eight percent of the respondents gave a grade of C, while only two percent gave a grade of D or below.

The services portion of the survey was given in a table format that allowed respondents to rate the services mentioned and the frequencies of awareness and usage to be analyzed. Students were asked if they were aware of the service; if yes, had they have used the service; and if yes how satisfied were they with the service. The top three services based on awareness and usage were: Blackboard, Ramport email and Help Desk assistance. The services with the highest mean satisfaction levels were also Blackboard, Ramport email and McAfee; however, Blackboard, RamPort email, and Help Desk assistance were the only 3 services that had over 50% usage.

Respondents were given a list of potential future services that are being researched by the Information Technology department and were asked to RANK the services from 1 to 4, with 1 being the most desirable.

When asked what students overall satisfaction level with ASU technology services, most students (229 of 426) indicated that they were “very satisfied”, 111 indicated they were “somewhat” satisfied and 52 indicated they were “extremely satisfied”. Only two were not satisfied at all and 32 did not answer.

Respondents were given a list of potential future services that are being researched by the Information Technology department and were asked to RANK the services from 1 to 4, with 1 being the most desirable. The final ranking was as follows:

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

2nd - Providing technical assistance for your personal computer.

3rd - Providing access to music downloading service.

4th - More laptop-friendly spaces on campus with table and electrical power.

Part III consists of the demographics of the 426 students that were surveyed. Out of the 426 people filling out this survey 52% were male and 46% were female (2% did not reply). Based on academic standing/level freshman filled out the survey at the highest level 29% followed by Seniors, Juniors, Sophomores, and Graduate Students.

The respondents ranged in age from under 21 to over 45. The highest percentage of respondents was under the age of 21 followed by the 21-25 age range. When asked about their marital status 84% stated they were single; which is to be expected on a college campus. Most respondents (63%) stated that they live off-campus while 35% live on-campus. Of the respondents, 55 were Animal Science majors followed by biology/chemistry majors (47) and kinesiology (44).

Below are the most frequently listed comments in response to what the IT department does well and what should be improved.

Top answers for what the IT Department does well:

1) Good help desk support

2) Happy with lab being open 24 hrs

3) Good software availability

Most frequent suggestions for improvement:

1. More computers

2. More knowledgeable student workers

3. Enforce QUIET in the quiet lab

4. Improved wireless access

RECOMMENDATIONS

After analyzing the data using the SERVQUAL method, we have determined that there are definite areas where IT has met the expectations of its users and have also identified the areas for improvement. IT has succeeded in meeting the expectations of respondents by providing the necessary software and hardware needed to complete assignments and by providing state of the art computers and peripherals. In order for IT to improve its’ relationship with customers, we suggest that the following areas be considered a priority for change.

1. Staff need to direct attention to those students coming into the lab that are unable to find an open computer. Staff should be able to direct the students to another lab.

2. Staff should make a better effort to give students personal attention.

3. Staff should be able to instill confidence in the student to use the computer lab software and hardware.

4. Staff must have the student’s best interests at heart.

We feel that if these suggestions for change are implemented, that IT’s customer satisfaction rating will improve in the next year. Other data presented in this report should be evaluated by IT personnel for further information needed to make decisions.

Part I of the survey

Q1: The computer lab staff’s willingness to help me.

Q2: The staff’s ability to instill confidence in me to use the computer lab software and hardware. (F1)

Q3: Staff who have the knowledge to answer my questions about computer lab policies, operating hours, software, and hardware. (F3)

Q4: Computer lab staff who deal with me in a caring fashion. (F1)

Q5: Receiving a prompt response to my computer lab problems and/or suggestions. (F1)

Q6: Computer lab staff who have my best interest at heart. (F1)

Q7: Computer lab staff who understand my computing needs. (F1)

Q8: Computer lab staff who give me personal attention, (F1)

Q9: Staff who have the knowledge to answer my questions about software and hardware.

** (F1) = Factor 1= Staff; (F2) = Factor 2= Service; (F3) = Factor 3 = Professionalism**

Q10: Providing computing services as promised in the ASU catalog, computer lab brochure, or web page.

Q11: Services provided at times listed. (F3)

Q12: A visually appealing computer lab (i.e. neat, clean, and organized). (F3)

Q13: Computer lab staff can be distinguished from other students and are easy to identify.

Q14: Ability to find an available workstation in one of the six labs on campus.

Q15: Being directed by staff to an open workstation at another computer lab if the first computer lab is full. (F1)

Q16: Convenience of normal operating hours to personal schedule. (F2)

Q17: Computer lab staff who are dressed appropriately for their position. (F3)

Q18: Computer response time during log-in or application loading. (F2)

** (F1) = Factor 1= Staff; (F2) = Factor 2= Service; (F3) = Factor 3 = Professionalism**

Q19: Counting on the computer labs to have the software and hardware I need to complete my assignments. (F3)

Q20: Relying on the computer lab software and hardware to operate smoothly. (F2)

Q21: The computer labs containing state0of-the-art computers and peripherals. (F2)

Q22: The variety of software available in the computer lab. (F2)

Q23: The variety of special equipment (i.e. scanners and color printers) available in the computer labs. (F2)

Q24: Disk space provided to me on the server (my P:drive) is adequate for my data storage needs.

** (F1) = Factor 1= Staff; (F2) = Factor 2= Service; (F3) = Factor 3 = Professionalism**

Q25: What is your OVERALL satisfaction level with ASU computer labs?

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Part II of the survey consists of a variety of questions composed by the Information Technology department to gain insights into students’ thoughts and opinions covering a variety of topics.

Students were given a list of technological devices and asked to indicate which ones they own. The results are as follows:

Respondents where asked to answer the following question: During the academic year, what is your most frequently used method for access to the Internet from your personal PC or laptop? The results are shown as follows:

The next questions refer to students’ laptop usage. The first asks if they do own a laptop, is it set up for wireless network use on campus. The results are displayed in the following chart:

The second questions ask if the students’ laptop is set up for wireless network use on campus, where do they use it and how often per semester. The results are as follows:

The following chart list how often laptops are used in each of the locations.

The following table list those responses that checked other:

|RESP # | |

|032 |room |

|056 |never used it here before |

|063 |home |

|108 |outside of dorm because it doesn't work in texan |

|119 |my room |

|145 |Home/off-campus |

|155 |at home |

|163 |Do not bring it on campus |

|175 |usually no on campus |

|198 |None |

|200 |Don't bring it to school |

|205 |Multipurpose Bldg (Photo lab) |

|260 |Anytime studying on campus |

|291 |Parking lot in my car |

|328 |Never |

|349 |my car |

|389 |UC - pool (work) |

|410 |office on campus |

The respondents were given a list of possible ways they learn about Information Technology services asked to indicate all those that apply to how they find out about them. The results are shown below:

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Next, students were asked if they were aware of the Identity Theft (Ida Theft) promotion in the fall semester of 2006. Then they were asked if they participated in the Ida Theft promotion. The results are as follows:

Were you aware of the Ida Theft promotion?

Did you participate in the Ida Theft promotion?

What web browser do you normally use?

Other web browsers mentioned were:

|RESP # | |

|015 |Both |

|160 |AOL Explorer |

|181 |Safari |

|247 |AOL |

|294 |Opera |

What medium do you primarily use to store your data? Respondents were asked to only check one. Results are as follows:

How many times did you use RamPort during the fall 2006 semester?

Which Features of RamPort have you used regularly?

Other features included:

|RESP # | |

|022 |don't use regularly |

|024 |Articles for psych. Classes |

|085 |Pictures |

|093 |Teacher listings |

|102 |blackboard |

|159 |Blackboard |

|164 |payroll |

|194 |Blackboard |

|208 |stu services |

|214 |Blackboard |

|220 |Student Services |

|221 |News |

|233 |Blackboard |

|303 |facebook |

|359 |blackboard |

|365 |Blackboard |

|371 |VB net |

|412 |blackboard |

|421 |announcements/information |

How would you rate the content in the RamPort channels?

Students were asked what other features or content would make RamPort more useful and relevant to you. Listed below are all of the comments and the corresponding survey number. All answers that were blank have been omitted.

|RESP # | |

|003 |It is good as it is |

|022 |up to date information about my current class schedule and the campus activities |

|028 |I like it the way it is |

|032 |online help on homework |

|043 |show us some hot single girls on campus |

|045 |reminders |

|047 |easier navigation through links |

|058 |having all classes in Blackboard available for grades |

|061 |info on school events and other activities |

|070 |None |

|075 |Put up more info on sports |

|082 |updates of campus greek life |

|085 |other search engines/sites |

|089 |I don't know, that's not my job, I don't get paid for that |

|090 |weather information |

|095 |It's just fine |

|113 |I never used it |

|117 |Weather |

|119 |NONE |

|129 |email |

|130 |contests |

|135 |I think it's fine as is. |

|142 |Porn |

|146 |links to places other than facebook, customizable perhaps |

|150 |I think the lay needs to be changed. |

|158 |more appealing web page. More interesting news. |

|159 |being able to personalize & add my own favorites |

|165 |Entertainment news |

|174 |Easier tabs to actually interesting things on campus |

|175 |More news relating to medical interest & careers & government |

|180 |A more updated calendar of events- I only heard about the Moon lecture today |

|184 |Make it easier to navigate and get where I need to get |

|185 |News outside of university life |

|186 |City events scores of ASU sports teams |

|189 |weather conditions |

|193 |easier navigation |

|197 |not to be forced to use it with blackboard e-mail |

|198 |Having internet service that reaches off campus |

|200 |an easily accessible calendar that has the school holidays & closings on it |

|201 |none that I can think of right now |

|204 |Easier access Cluttered to find stuff |

|212 |Media links |

|240 |easier |

|242 |Weather for the week |

|250 |nothing |

|255 |the weather would be cool |

|278 |Veterans affairs link |

|297 |Better overall flow and migration; SSL |

|302 |NONE |

|314 |It's difficult to navigate and not easy to understand initially |

|322 |is our schedule supposed to be there? |

|323 |The old way was better |

|339 |No complaints so far. |

|346 |Fix the Student Services section. Make it the way it use to be! |

|347 |deletion |

|358 |A Concise sports page (just scores and upcoming events in one page or window) |

|376 |Seems difficult to navigate ramport. I wish it was more user friendly. |

|381 |More concerts, dramas, plays. College discounts around town. Less sports and more other things. |

|384 |easier to access calender of school related topics. |

|390 |More school information, such as what is in the school newspapers. |

|397 |More long terms calendars. The calendar for the week is only shown. |

|424 |Weather, more activities |

Are you aware of the Electronic Communication Policy stating that your ASU e-mail address is your address for official communication from the University?

How often do you check your ASU e-mail account?

Students were asked questions related to the use of “clicker” or response pad technology in the classroom. Listed below are the questions asked and a graph indicating the answers to those questions.

Q1: Have you participated in a class that used clickers?

Q2: If yes, did you like using clickers?

Q3: Did you feel by using clicker technology it helped you learn more?

When printing in the computer labs, what do you print out?

How many school projects have you done that involved working as part of a group and using a computer?

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Are you interested in having more group work areas with computer access?

How interested would you be in checking out a laptop for use on campus?

Would you be interested in taking a class where the teacher offered material via podcasting?

Would you mind being required to have an mp3 player for a class that used podcasting?

How many multimedia presentations (PowerPoint, audio, video, web pages, etc.) have you created for your classes?

Would you be interested in having access to a multimedia room to practice your presentation for classes?

How often do you use your cell phone or smart phone to get information off the Internet?

If you were to give an OVERALL grade to the ASU technology services, what would it be?

SERVICES

The following graphs show the frequencies of awareness and usage of ASU technology services of the 426 surveyed:

Respondents who indicated they had used the services were asked to rate how satisfied they were with them with 1 indicating they were not satisfied at all and 5 indicating they were extremely satisfied. Below is a table showing the mean satisfaction level for each of the services:

|Service |% Used |Mean Rating: |

|HelpDesk |69 |3.97 |

|Res. Hall Internet Access |44 |3.91 |

|Kiosks |16 |3.82 |

|Dialup |20 |3.40 |

|Color Printer |37 |3.97 |

|Blackboard |93 |4.27 |

|RamPort e-mail |87 |4.09 |

|Wireless |38 |3.71 |

|Quiet Area |37 |3.61 |

|Discounted HW/SW |15 |3.85 |

|McAfee |24 |4.02 |

|Check out cameras |7 |3.81 |

Blackboard, RamPort e-mail, and Help Desk assistance were the only 3 services that had over 50% usage of those who were aware of the service.

Respondents were given a list of potential future services that are being researched by the Information Technology department and were asked to RANK the services from 1 to 4, with 1 being the most desirable.

“A” represents providing access to limited software in the labs from home.

“B” represents providing access to a music downloading service.

“C” represents providing technical assistance for your personal computer.

“D” represents having more laptop-friendly spaces on campus with table and electrical power.

The following graph shows the rank of each choice:

Final Ranking

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

2nd.C- Providing technical assistance for your personal computer.

3rd.B- Providing access to music downloading service.

4th.D- More laptop-friendly spaces on campus with table and electrical power.

What is your OVERALL satisfaction level with ASU technology services?

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Part III: Demographics of 426 students

Respondents were asked what 3 things do you think the Information Technology Department does well. Listed below are all of the comments and the corresponding survey number. All answers that were blank have been omitted.

|RESP # | |

|001 |1) Programs run fast 2) Able to print quickly 3) Clean/organized labs |

|003 |Helping students Providing internet Providing printers |

|008 |Lab hours are good Internet is fast Free printing |

|009 |1) Variety of programs 2) Speed of computers 3) Availability of many stations |

|010 |Blackboard needs to be continued. |

|011 |Good Internet Connections Fast Computers Good amount of services provided |

|012 |Don't really use it much |

|014 |Easy access to a computer for students to get to it. |

|015 |I love Ramport Have not used on campus computer labs. I do everything at home. :) |

|016 |Provided help when asked respond quickly to problems Are friendly |

|017 |connection speed, software, new computers |

|018 |helping students providing services |

|019 |I hardly ever use it. |

|021 |nothing |

|022 |1. Keeps the computers up and running 2. Has adequate staff on hand to help students 3. Keeps up to date with |

| |technology |

|023 |Provides good service Great availability Friendly |

|024 |e-mail |

|025 |Computer labs Adequate space Internet connection |

|026 |Help with the computers, new technology, being there |

|027 |provide assistance when needed technology is up to date efficient info. Provided |

|028 |provides good help, service, and updated technology |

|029 |Wide variety of software Website useful Helpful assistants |

|031 |help you quickly Know what they're doing |

|033 |nice honest friendly |

|034 |help people give good info provide materials |

|036 |hours of operation tech help |

|037 |N/A |

|038 |Equipment and software |

|040 |nice knowledgable helpful |

|041 |Help out change printer paper out |

|043 |everything |

|045 |fast service very helpful friendly & polite |

|046 |ramport blackboard friendly service |

|047 |provide assistance to students |

|048 |ramport blackboard |

|049 |Ramport internet access |

|051 |open 24 hours |

|053 |help students pays attention to whats going on in the MCS |

|055 |help me when my comp is acting up are visible friendly |

|056 |use of computers helpful when needed good services |

|057 |helping people out |

|059 |questions tools |

|060 |Do not know |

|062 |helpfulness cleanliness |

|065 |Help Open |

|069 |Helps you when you need it Nice Open mind |

|073 |Ramport Blackboard Email |

|074 |The amount of computer, the speed and reliability |

|075 |1) help you 2) get what you want 3) understanding |

|076 |Hours of operation Friendly workers and a nice safe workplace |

|077 |Blackboard Residence Hall internet Wireless access |

|080 |Provide great internet access up to date programs great lab hours |

|081 |great lab hours friendly service provide great internet access |

|082 |Nothing |

|083 |Help fast internet keeps lots of computers running |

|084 |open 24 hours |

|085 |allowing me to print what I want when I want to |

|087 |up to date on current events knowledgeable |

|088 |assistance provided with useful materials give out useful information |

|089 |these are not a good idea for surveys |

|090 |Good hours that fit most schedules, knowledgeable staff, fit working environment |

|091 |clean area, helps people, friendly |

|092 |helped with my computer problems, knew what they were talking about |

|093 |provide help with printers |

|094 |Fix problems, friendly to people in the lab, quick workers |

|095 |Provides internet, helps when needed, free printing, etc. |

|096 |Provides internet, free printing, help available |

|097 |communicate, direct, explain |

|098 |provide a good place for me to print out and work on a faster computer |

|100 |good help assistance, clean work areas, good internet sources |

|101 |they are very helpful and they keep everything neat and organized. |

|102 |they are very helpful when problems are encountered. They always try to improve computer systems. They always try |

| |to give you alternatives |

|104 |They inform, update comoputers and keep area clean |

|105 |Providing updated hardward & software |

|106 |fixing my computer when it messes up, answering my questions, always there to help anyone in need |

|107 |Provide 24 hours a day labe, provide help |

|108 |open at decent times, nice staff, clean systems |

|110 |they are there, |

|111 |help people |

|112 |Flexible hours Providing Assistance Decent Working Conditions |

|113 |assistance good programs I need availability |

|114 |Helps of service Restocks paper Provides assistance |

|115 |Programs Availability Open 24 hours |

|116 |don't care |

|118 |1) answers questions well 2) help is always available 3) nice attitude on staff |

|121 |answer my questions. |

|122 |Help, Cares, is smart |

|123 |Help students with internet needs, available hours, quality of service. |

|124 |provides adequate technology on campus provides helpful information demonstrates some great uses of technology |

|125 |Very available access times Knowledgable staff |

|127 |provides access to PCs Very helpful and understanding Provides cheap color printing |

|128 |Answers questions about printing problems. |

|129 |helps when I need it Keeps labs in great shape to study Let's us know about upcoming events. |

|131 |I honestly don't use it much. I do like using ramport and find it easy to use. |

|132 |have the software I need; usually I can find a computer to work on; |

|133 |Knows what they are doing (most of the time) Very helpful Very friendly :) |

|134 |Fast new computers Open late |

|135 |1) Keeps all of us updated 2) See's to our technology needs 3) Finds ways to improve the system! |

|136 |1) Keeps us updated 2) Helps w/technology problems 3) Finds ways to improve the system |

|137 |Good lab hours Good software Fast internet |

|139 |1) Solves simple problems 2) Knowledgable of classroom computers |

|142 |I don't know |

|143 |not sure |

|144 |Who is that? |

|145 |Business-Marketing |

|146 |Access to computers Access to printers Helpful at times |

|147 |Prepare for projects Computer troubleshooting Space |

|149 |Be open & available |

|150 |Help Students Aware of programs Find someone to answer my questions |

|151 |Answers questions if can, space available & # of computers, Hours are good |

|152 |Provided a 24 hour computer lab that is large and free printing. The ability to rent special equipment. |

|153 |1)Offer new services & info. On a regular basis 2)Offer a 24 hour computer lab 3) Up-to-date w/latest software & |

| |hardware |

|154 |They are friendly. Answer all of my questions. |

|155 |provides services, neat clean area, availability |

|156 |helps with problems with hardware or software. Answers my questions. Makes the bals available at awesome hours! |

|157 |Good about putting notices as the desktop background |

|158 |Change paper, Calls on other person if they can't help, Easily identified |

|159 |the hours they are open. The connection speed. |

|162 |1. operating hours & locations 2. availability of software 3. keeping computers/software up-to-date |

|163 |More software in campus labs, Enough computers |

|165 |1. Providing variety of software 2. Free printing 3. 24 hour computer lab in MCS. |

|166 |Access to necessary, expensive software, Provide printing services, Basic technical support |

|167 |Keeps the area nice and clean Have people available to help you Providing info on bkgrd of computer when logging |

| |on |

|168 |Fix problems Answer Questions |

|169 |They look good smell good got a friendly vibe |

|171 |prompt helpful service keeps computer labs clean and organized knowledgeable of software and hardware |

|172 |Know what they're talking about when ask for help Never hesitate to help out Keep us updated on any virus |

| |protections or anything else going on |

|173 |They have enough computer access |

|174 |provides a stable network keeps bugs in system to a minimum allows lots of software needed for class (somewhat |

| |free of charge excepting that huge technology fee for tuition) |

|175 |very helpful & always friendly always willing to help and keeps things (printers, equipment) stocked |

|176 |wonderful wireless connection in carr provide new services know their stuff |

|177 |Computer lab assistance computer lab hours computer hardware and software |

|178 |Lab access is quick and easy lab assistant is helpful plenty of software |

|179 |I think they have a great amount of space that is always kept nice There is always someone in the labs to help The|

| |programs are easy to use (ramport) |

|180 |Helpful staff (help desk very knowledgeable) 24 hr computer lab New and up-to-date software in the labs |

|181 |They have many computers updated software |

|182 |assist inform guide step through |

|184 |Help me when I need help Open when I have time to go Have enough computer labs on campus |

|185 |Provide an adequate number of technicians Provide up-to-date computers for usage Keep Ramport/Blackboard running |

| |efficiently |

|186 |Great hours of operation Provides up-to-date services and software Willing to help |

|188 |Neat clean quiet workspace good computers all software required |

|190 |I really didn't use the computer labs enough to give you valuable feedback. But I have never been disappointed and |

| |often surprisingly pleased with the service provided. |

|191 |Read the survey |

|192 |helpful advice computers always up to date friendly |

|193 |Helps with needs up to date technology great hours |

|194 |Very helpful very friendly convinent locations on campus |

|195 |Posting info on computer desktops having updated software having 24 hr labs |

|197 |Software Computer access |

|198 |Keep up technology, Keep sanatized, Don't really know |

|199 |Student helping, Keeps network running well |

|200 |The help desk was very helpful when I first got my laptop helping me set up the internet and programs. The IT |

| |provides fast functional computers and printers. The IT dept. also does well keeping us up to date w/ the |

| |background on the computer. |

|201 |1. Letting people know about Ramport 2. help Desk services 3. minor assistances with things in the comp labs. 4. |

| |D-Mo ROCKS! |

|203 |Assistance with issues Friendliness |

|204 |Quick to answer questions Resourceful Enertaining |

|206 |Access to computers, Software variety, Free Dial-Up |

|208 |provide adequate space, flexible hours of operation, technical support. |

|209 |I like the hours available. Software on computers are useful. The lab assistants are always available. |

|210 |Their friendly, very helpful, and contain new software needed for research. |

|211 |Hours of operation, Well maintained CPUs, Clean |

|212 |Have staff available. Hours of operation. Functional machines. |

|213 |Helping people Good Computers Software |

|214 |Services are good Computers are up to date |

|216 |Provide technology |

| |Keeps us informed |

| |Provide Software |

|217 |Respond to problems quickly |

| |Knowledgable/answer questions to my understanding |

| |Very helpful & friendly :-) |

|218 |They help you out They answer questions They are very friendly |

|220 |Provides good service |

|221 |Ramport is very helpful Most things available on-line |

|224 |Information Help assistance Maintenance |

|226 |Shows messages through comp. background Provides help w/ comp. problems Finds empty comp. lab if first one is full|

|227 |User friendly Easy and quick Many applications |

|228 |Always room to work Always someone there to help Pretty goo at letting you know what is going on |

|229 |quick to help with problem fast internet access friendly staff |

|230 |There's always someone there to help |

|231 |Providing remote access providing printer spaces for people w/o printers Help desk |

|232 |Computer lab availability Fast Internet 24 hr. labs |

|233 |Provides plenty of computers! |

|234 |Fast computers Help Keep good work atmosphere |

|236 |Informing people Knowledgeable |

|237 |Fixing the computer if something goes wrong Providing service to personal computer Fixing a problem quickly |

|239 |Good assistants Lots of computers |

|240 |Help Student Knowledgeable |

|242 |Stay Open |

|243 |Helpful Show me how to use it Give me alternative ideas |

|244 |Provide Internet Nice Labs Ok computers |

|246 |Help Provide Always someone available |

|248 |Help w/ projects Interests me Fast and easy |

|249 |Good hours Helps when needed Has a lot available |

|250 |Servicing people who need help Providing large computer labs Best: All hours computer lab |

|251 |They will answer questions They are easily spotted when I need help |

|253 |Helping |

|255 |I love the hours The staff seems to be on top of their game And the P drive is a nice convenience |

|256 |Assists students with computer problems Keeps printers full of paper Assists students with other things related to|

| |school |

|257 |Promotes services Provides good info about computer issues Promotes computer Internet safety well |

|258 |Always having assistance available The hours of operation Keeping all technology working well |

|259 |Helps students Gives good info Very knowledgeable |

|260 |Support Access Assistance |

|263 |Plenty of computers Good hours |

|266 |I don't know of anything in particular |

|270 |Friendly Ready to assist Up-to-date on information technology |

|271 |I like the hours I like the communication w/ the university via RamPort |

|272 |Answers questions greets and offers numerous services to students |

|273 |Good tech support Up-to-date computers and software |

|275 |Supply information Offer help at all costs Provide timely responses |

|278 |RamPort Website maintenance |

|280 |Paper available, seating available |

|284 |help, help, help |

|286 |Provide access during all hours, multiple locations, updating programs for use |

|287 |Provide computers Provide printers Open a lot |

|289 |Customer service Software availability McAfee virus protection |

|290 |Everything Informative Prompt |

|291 |LAN/WAN management is very good |

|296 |(1) helps people, (2) provides place to do work, (3) place to research & print off material needed |

|297 |Dress distinguishable |

|301 |Helping others, Keeping equipment working properly, Keeping clean |

|302 |Help |

|303 |Good job! |

|310 |Provides adequate help when needed |

|314 |Help desk Convenient Fast printing |

|315 |Variety of software Relatively new computers Good hours |

|322 |Open 24 hrs. |

|324 |Always paper, Always a computer lab open somewhere |

|325 |Knowledgeable staff, availability, up-to-date software |

|327 |provide help when needed |

|328 |Help you, that's about it |

|330 |Help, inform, provide |

|331 |internet, printing, hours of operation |

|332 |internet, printers, Keep up-to-date |

|333 |Good hours Available lab assistants Facilities are kept relatively clean |

|334 |Help students with work Computers are up to date Software & hardware |

|336 |Excellent software and hardware maintenance and variety. Helpful and informative personnel. Perform maintenance and |

| |assistance in a timely and reasonable manner. |

|339 |1) The staff is always very friendly and tries hard to serve me. |

| |2) The staff is very knowledgeable and if I ever need something answered there 's always someone who knows how to |

| |help. |

| |3) The variety of programs and the availability of the software is excellent. The access to scanners in multiple |

| |labs is very helpful. |

|343 |Lots of computers, know a lot about technology, willing to help |

|344 |There are a lot of programs available. The computer lab is never crowded over night, and I definately like that |

| |convenience since I work a grave yard shift and can come here on my days off. IT has a lot of services available |

| |compared to WTAMU, and you can tell that IT is very geared towards its students, which has always made me feel more |

| |valued by the university. |

|345 |-Helps me figure out programs |

| |-wiliing to help |

| |-mostly friendly |

|346 |Internet access in labs has always had a good speed |

| |Wireless Access around campus was nice when I used my laptop |

| |Black and White printing services have always worked well |

|348 |Services, Access, Good Advertising |

|349 |very helpful |

| |willing to help |

|351 |1. Maintains and runs the computer labs efficently and well. |

| |2. Provides software for students. |

| |3. Informs students about IT events. |

|352 |NA |

|353 |Fast easy computer access |

|356 |several computer labs, ramport, blackboard |

|358 |1 - Cusotmer Service |

| |2 - Provide EXCELLENT facities/hardware/software |

| |3 - Knowledgable |

| |NOTE - The Fall 2006 " questions did not apply to me since I started this semester |

|360 |tech support, friendliness, being prompt |

|362 |Assist and teach you how to use different programs. |

| |Provide useful information on different subjects. |

| |Always have a can help " attitud." |

|363 |Not much. |

|364 |Staffs the labs properly. |

| |Employees knowledgeable staff. |

| |Provides many computers for students to use. |

|366 |good help desk, friendly, always know the answers to my questions |

|367 |provide ample amounts of computers, |

| |has numerous locations for easy access |

| |allows ample amount of time for quiet hours "" |

|368 |they always have staff you may ask for help. there is always paper in the copiers/printers, and you don 't have to |

| |run down someone to load paper up. and they usually keep the computers running fast and smoothly |

|370 |play computer games, surf the internet, tell you that you 're making too much noise, fill in the printer paper tray.|

| |i know that 's four, but who cares? |

|371 |Service, Assistance, Printer advice |

|372 |1. Great speed and reliability on computers 2. Great variety of software 3. Great hours of operation |

|375 |Keeping the Labs up to date with hardware. |

| |Keeping the network working properly |

|376 |1. They are very friendly and helpful |

| |2. They are very responsive to fixing problems. |

| |3. They keep all the software up to date. |

|377 |n/a |

|379 |They keep everything nice and tidy. They seem to know the solutions to problems. Awesome computers and software. |

|380 |Helping students and faculty. |

| |Hours of operation. |

|381 |The services they provide are excellent. I couldn 't believe after being out of school for 20 years how things have|

| |changed. The assistence on campus is unbelievable especially in the Technology department. The staff always has a |

| |way to help you out when asked to do so. The printers are amazing especially the color printer..........Wow!!!!!!!!|

| |I love how it charges straight off the One Card. The feature I totally can 't get over is the P drive...........now|

| |students don 't even have to keep up with a jump drive. Thank you and God Bless you ASU for being so student and |

| |user friendly. Your campus in general and the high class technology department make you a beautiful place to learn.|

| |There is nothing compared to your beautiful Porter Henderson Library with all its modern furnishings. |

|382 |Help when I have a question |

| |Availability |

| |quiet |

|383 |Helping students, knowing thier stuff, and being very polite |

|385 |available when needed, knows how to use computer properly, kind in answering questions |

|388 |answer 's questions |

| |visible |

| |keeps the lab running smoothly |

|390 |All of the computers in the MCS have all of the programs I need for class that I don 't have on my own computer, |

| |that scanners are easily available, and free printing for black and white, even though I paid for it at the begining|

| |of the year. |

|391 |Lab assistants answer student questions in the lab. |

| |Provide assistance with printers in labs. |

| |Provide high quality computers and printers. |

|392 |Sitting on their butt when you need help |

|396 |Provides me with virus protection |

| |Offers help to me when my computer is down |

| |Allows me to check my e-mail in nearly any building on campus |

|399 |Knowledgable staff |

| |Up to date software |

| |Up to date hardware |

|400 |Help with th computers in the lab, help with personal computer problems, help find programs that I need for class. |

|401 |(1)They are very helpful when I have questions. |

| |(2)Extremely nice. |

| |(3)If I call in for my own personal computer, they are willing to help me the best they can. |

|402 |Efficient help desk |

| |Organization of environment |

| |Friendly atmosphere |

|403 |Help when needed |

| |Point one in the right direction |

|404 |-They provide good customer support helpdesk service via phone and in person. Very professional! They exhibit a good|

| |attitude and willingness to help. |

| |-Provide remote access to the network drive space from home (I love backing up my school work at scho |

|405 |clean, prompt, updated |

|406 |1. Have a good range of hours |

| |2. Keep up pretty well with installing new software as it comes out. |

| |3. Have a wide range of software and hardware. |

|407 |Has computer labs, and software to use |

| |Is most of the time quiet (excluding MCS main lab) |

| |Provided internet to on campus students |

|408 |Lots of computers |

| |Lots of software |

| |Fast printers |

|416 |Provide software, hardware, help |

|418 |Provides well equipped facilities |

| |Offers excellent instructors (based on my experience with one tech class) |

| |Provides a variety of opportunities for students to access the lab |

|419 |good computers, good places to work at, arent 3 good things |

|420 |1. Workers are present to answer my questions |

| |2. Lab is always clean and quiet |

| |3. Wide variety of software is available |

|422 |They help you when needed. |

| |They are friendly. |

| |They answer your questions very well. |

|423 |keep paper in the printers, Help Desk does a godo job of helping people, are friendly for the most part |

|424 |1. Lab Access |

| |2. Friendly Staff |

| |3. Able to help solve problems |

|425 |access to computer |

| |powerpoints |

| |hours to operate |

TOP 3:

1) Good help desk support

2) Happy with lab being open 24 hrs

3) Good software availability

Respondents were then asked to offer suggestions on how to improve technology services. Listed below are all of the comments and the corresponding survey number. All answers that were blank have been omitted.

|RESP # | | | |

|001 |1) More training for IT personnel on customer service. |

|003 |No suggestions | | |

|008 |No suggestions | | |

|009 |1) More 24 hr labs i.e. Library lab | |

|010 |Changing Ramport to often (updating) it is a pain to have to go to Ramport and long on then log on again in |

| |Blackboard. |

|011 |make sure all computers have all the same programs and make color printing easier. |

|014 |More information like daily so students can know more and learn more everytime they get on a computer. |

|016 |Don't let the skinny small brown headed guy help. I saw him lose an entire typed project for a girl by trying to |

| |help her save. Then he was like, o well, nothing I can do. |

|017 |more computers | | |

|021 |everything | | |

|022 |Look into checking out laptops for student use during a semester. |

|024 |Blkboard, color printing | | |

|025 |More computer space | | |

|026 |None... You're doing a good job | |

|027 |No suggestions | | |

|028 |I don't know I like things the way they are now. |

|029 |it is already good. | | |

|030 |I think there is a need for better lab assistants. Lab assistants should be neutral agents as far as |

| |personalities are concerned. They are there to assist students no matter what their personal opinions of that |

| |person are. It looks bad when lab assistants are loud and disruptive during lab hours. |

|033 |make resident room Internet faster to slow at the moment |

|034 |have more labs open 24 hrs. | |

|035 |the quiet is not enforced | | |

|036 |wireless internet improvements for laptops info on wireless internet classrooms with plugs at desks for laptops|

|037 |Friendlier more aware staff | |

|038 |More available hours to labs | |

|043 |nothing | | |

|045 |areas for laptops | | |

|047 |when calling IT provide help | |

|051 |nothing | | |

|053 |Everything is good | | |

|059 |more knowledge | | |

|060 |Promote more | | |

|062 |nothing | | |

|065 |Computer software More computers Faster computers |

|069 |They are doing a good job as it is | |

|074 |That they inform you of such services; VPN and etc. |

|075 |be more productive let more students know about their services |

|076 |be able to access wireless internet everywhere easily on campus |

|077 |Block Junk mail on ramport | |

|081 |no suggestions | | |

|082 |Nothing | | |

|083 |Info on how to access the wireless with help desk |

|084 |faster connection | | |

|085 |more computers around campus laptop availability faster internet/computers updates on all electronics |

|090 |Better internet connections in the residence halls & wireless |

|094 |More cute girls working in the computer lab! Like the one who gave this survey |

|095 |have more hole punchers & staplers available |

|096 |Provide more staplers and hole punchers |

|097 |more staff, improved technology | |

|098 |no comment | | |

|099 |faster internet in residence halls | |

|100 |Quiet hours in lab are enforced | |

|101 |More computer space because its always full in the morning |

|102 |To put more services available on computers for eg communication programs |

|105 |More lab space | | |

|108 |Put up better access to wireless networks in Texan Hall. People helping need to know more about troubleshooting |

| |because they never know the answer for me. |

|110 |more computers | | |

|112 |Try & be more helpful. | | |

|113 |better connectivity music downloading capability faster loading |

|115 |Faster loading or connection | |

|116 |don't care | | |

|118 |1) more lab areas. It sucks when you get out of a class and there are no computers. Even another library would |

| |help. |

|121 |n/a | | |

|122 |None | | |

|123 |None | | |

|124 |make more technology available off-campus |

|127 |Put a duplexing printer in MCS. | |

|128 |More computer labs. | | |

|132 |Employee's should be friendlier! The Firefox doesn't let me get on the internet sometimes. |

|133 |N/A | | |

|134 |More printers with color | | |

|135 |I can't suggest too much because I believe they are doing just fine! |

|137 |Having more access to wireless internet in classrooms. |

|139 |I highly suggest making music download easier throughout campus. |

|142 |Again… I don't know | | |

|143 |I don't know | | |

|144 |make the wireless internet easier to log on to |

|145 |they do a good job! |Quieter time in the labs. Lately they have had a lot of group work going|

| | |on in them. |

|146 |Revamp internet in the dorms | |

|149 |Be more helpful Talk to the students that come in Just ask "Can I help you?" Most people don't ask so not to |

| |sound stupid |

|150 |Space/more computers, Improve headsets and amount of headsets, update programs to Vista |

|151 |People who know a little more about ALL of the programs provided. Scanners hooked up 2 all computers or clearly |

| |identified which ones are. |

|152 |Have more multimedia access available. |

|155 |more knowledge about software problems |

|156 |better color printing. Make sure all computers can actually print. |

|157 |Faster long-in on computers in MCS | |

|158 |Access to experts who can help (hotline) |

|159 |more free software | | |

|161 |your techs need to understand that the public using these services may not understand much about computers. |

| |Please speak to them in layman's terms, and don't treat them like idiots or small children just because they know|

| |less than you do. |

|165 |1. more friendly, helpful computer lab staff 2. computers take a long time to sign on |

|166 |Enforce noise restrictions, Extend weekend hours, Improve ramport email account (Address book!), Music |

| |downloading service would be nice, Improve kiosks (they log out on you and are a bit confusing) |

|167 |Offering longer computer lab hours especially up-stairs of the library Offer more quiet rooms or rooms only for |

| |group work |

|168 |Be more friendly Do not act like a "know-it-all" |

|169 |They need to give free stuff | |

|171 |I like it when techs walk around the room to be sure everything is running smoothly. I like being able to access |

| |someone immediately instead of walking up to the desk and waiting 5-10 minutes for service. |

|172 |Possibly could call into MCS lab & reserve a time you can go in. Or have a computer lab to reserve times people |

| |can go after work because many of us work late & only computer lab at night is full |

|173 |They need to put out more information about what they offer |

|174 |Improve Ramport's visual quality | |

|175 |Access for laptops in more areas, being able to access software from any computer off campus |

|176 |not so great internet connection in honors lounge ramport e-mail not so great library Ram-Cat is flawed (if |

| |that's) area |

|177 |Make VPN Client more compatible with laptops Improve Internet in residence halls |

|178 |a way to access all of the software off-campus |

|180 |Make software that is available in the labs available for students at home (especially for commuting students |

| |that can't walk to the labs in the middle of the night. Also improve the wireless access in the Residence halls. |

| |I can't sit on my couch and be on the internet at the same time! |

|181 |Get more Macs! | | |

|184 |Get rid of ramport Let us choose if we want to do something online or in person Like getting our parking permit|

| |for next year. Other than that great job. |

|185 |Train technicians more thoroughly Help the technicians be more friendly |

|191 |Allow better (quality) headphones check-outs at the comp. lab |

|192 |When someone asks for help in a lab show them how to perform the task in question instead of just doing it for |

| |them |

|193 |Ramport easier to navigate | |

|194 |It is good now I do not know enough about technology to know of something worth improving |

|196 |more qualified employees at the help desk. There have been times my computer would not work if my software I was|

| |working on and the assistant would just say to reboot with no explanation. |

|197 |make it easier to burn a CD make sure your staff know their stuff Better wireless and network service |

|198 |Takes more money to make more money $$$ |

|199 |keep noisy and rowdy people from the designated CS room or designated quiet rooms! |

|200 |making programs like Daedalus or other specialized programs for certain classes available on all computer on |

| |campus. |

|201 |Music service for downloading open on weekends - all the time ?? |

|203 |More P drive space | | |

|204 |Free software Speed up Internet access on campus |

|205 |"Clickers" : Why is it necessary to more than one clicker? The cost is too high and it would be more convenient |

| |to standardize the classrooms |

|208 |nothing noted | | |

|209 |A group working area. | | |

|210 |Let students maybe checkout more laptops. |

|211 |More technology educated employees |

|212 |More computers available during "peak" hours |

|215 |More computers | | |

|221 |Encourage more people to do things on-line or just do away with the paper and do it all on-line |

|224 |Make it more of study place than a social setting |

|227 |Better technology Access to applications outside of labs More services |

|228 |Higher technology | | |

|230 |more knowledgeable about the color printer |

|232 |Not charging to copy Not charging to color print |

|234 |Force all teachers to post grades on Blackboard |

|236 |Newsletter Send e-mails to update students |

|237 |More computer labs | | |

|240 |No seats during busy hours No room for book |

|242 |People who are more computer savvy |

|243 |Put one in Texan | | |

|244 |Better and faster Internet | | |

|246 |None | | |

|248 |Faster Internet and less pop-ups or disturbances while on the computers in the computer labs |

|251 |They need to be cleaner | | |

|255 |Work on the wireless internet in the dorm my signal is very low so I switched back to cable |

|258 |More knowledge about problems encountered Somewhere to go to learn about all technology that is available |

|260 |Have wireless networks stronger not fading |

|266 |More rooms w/ computer access for students |

|270 |Keeping the quiet room in the lab a quiet room |

|271 |More access from home would be good |

|278 |Spam filters for ASU e-mail Virus blocker (firewall) for ASU e-mail |

|280 |nothing - pretty satisfied | | |

|284 |Possible more workers & printers in labs |

|289 |More computers in MCS during peak hours |

|290 |Nothing | | |

|291 |Grant WLAN users access to printers also more printers available and some laptop workspaces outside of the labs |

|297 |Faster, more updated PCs, Easier wireless setup |

|301 |More advancement in computers | |

|302 |More computers | | |

|303 |Good job | | |

|310 |I think everything is ok. | | |

|314 |I don't use the technology resources enough to offer criticisms or suggestions I just use the stuff at my |

| |parents' house |

|315 |Enforce quiet hours Speed up log on process |

|320 |More computers | | |

|322 |I've never called in for help but asked in the lab & have never gotten anyone who could answer a question. |

|323 |more info 4 wireless networking for personal computers |

|324 |Make people be quiet when you're in there, it's not a time to socialize!! Other people are trying to get stuff |

| |done. |

|327 |more hours & lab | | |

|328 |Don't make it so hard | | |

|330 |more up to date stuff & free color printing |

|331 |free color printing, free music downloads |

|333 |A policy of quietness is enforced More color printing availability |

|334 |Make it easier for group work | |

|336 |Enforcement of the 5 P.M. to 8 A.M. Quiet Room designation in the MCS Lab. |

|339 |1) Place kiosks in the dorm rooms (common areas like the lobbies) for students who need information from the |

| |internet in the evenings but do not own a personal computer or lap top. |

| |2) Make color printing available in more labs. |

| |There's not much else I have to say! The services are wonderful. :) |

|343 |The computer lab hours during the weekend are awful. I mean I usually wake up a 9 and think that I can go in here|

| |and print something before breakfast so I can study for the rest of the day, but I can't. This has happened to be|

| |a few times and I find it very frustrating. The hours during the weekdays are very good though. |

|344 |I do feel like the piano lab in the EFA needs extended hours, or at least music majors could use more computers |

| |with Finale available on it. The problem is that Finale is such a massive music writing program that having other|

| |programs on the same computer, unless you just have a suped up computer, will slow it down to the point of |

| |frustration. But if the music lab" had more friendly hours that would be a big help. Especially considering that |

| |I'll probably need to use that lab and won't be able to be on campus at all during the hours it's available. |

| |Having the piano lab open just a few hours a day when students have compositional projects to work on is just |

| |unacceptable to me |

|346 |Let me pay with cash to print in color. I hate the OneCard and don't want any of my money on it. |

| | |

| |Ban cell phones in the labs. Peoples ringers these days are too loud and they let them ring for forever as if |

| |I'm enjoying their music ringtone. |

| | |

| |Don't let people constantly yell across the labs. |

|348 |Keep doing surveys and ask us | |

|349 |more knowledge on programs |

| | |

| |There have been times I have needed assistance with a program and they were unable to provide it. |

|352 |NA | | |

|356 |more info on features, better email service, better communication |

|360 |labs should be open 24/7 because people have different schedules; they should also have fax machines |

|363 |Make sure your technology works...ALL THE TIME! Not just once a month. Hire more qualified people. If someone |

| |on your staff is rude...fire them. |

|364 |I would suggest that the MCS lab either be expanded, or perhaps rearranged to provide a more spacious working |

| |environment, and perhaps fit in more computer terminals to accommodate a larger capacity of students during peak |

| |hours. |

|366 |more labs | | |

|367 |i would suggest allowing students to check out lap tops to keep with them year round, i would also suggest |

| |allowing these lap tops to be used in classes with heavy lectures. I think the technology department should |

| |provide more things for students to use so they can better prepare for classes. |

|368 |get someone in here that is more familiar with Maple and equation editor. teach the professors to properly |

| |download their stuff on Blackboard so it doesn't refuse to print and cause other problems. |

|370 |provide sanitizing wipes for students if they want to wipe down keyboards/mice. |

|371 |More Workers | | |

|372 |I don't know if this is the appropriate place to make this suggestion, but please please PLEASE... ENFORCE a |

| |quiet" rule in the labs. There's a sign that says "Please be considerate of others" but it's NEVER enforced. |

| |Students sometimes come in chatting very LOUDLY. It\\'s extremely distracting and frustrating. The lab assistants|

| |never do anything about it and are sometimes guilty of it themselves. I once sat next to a girl who's cell phone |

| |went off every two minutes for an hour and no one ever asked her to silence it. I would have done it myself but |

| |it wouldn’t have been pretty. I come in the labs to do large amounts of class work and I sometimes have to visit |

| |several labs because there's so many students hanging out on "Myspace" (also annoying though I don't think you |

| |can do anything about that) Anyway |

|375 |Getting the flash program from Macromedia in order to help setup a class to learn the program. |

|376 |I've found Ramport pretty frustrating. I've had to show several fellow students how to check their ramport email.|

| |It's difficult to navigate. I also wish that ramport had more information about the services available to us, |

| |like what kind of software/hardware we can get. I'm not sure if that information is already on Ramport, but it's |

| |to much of a pain to try and find out. |

|377 |n/a | | |

|378 |it makes you look stupid when you spell forward wrong |

|379 |I can't really think of anything right now, so just a little fun fact since I didn't think of something right |

| |away, ya'll are obviously doing things right. |

|380 |Train the Lab Assistants better. | |

|381 |Keep doing what you are doing. The only complaint if any is the temperature. It is extremely too cold for |

| |people like me. But hey, I'm not complaining about a lab I have access to 24 hours a day. Thank you for caring |

| |for your students and those late dedicated night owls who need the extra hours. |

|382 |More color printers, so all the labs have one; instead of having to go to another building to find one. |

|383 |better headphones, faster internet, and being able to download stuff without a admin account |

|385 |maybe checking on students more rather than sitting around waiting, checking printers often not when asked |

|388 |offer more reduced priced software |

| | |

| |have better headsets to check out |

|389 |Improve wireless in the UC pool area. I work there and would like to take my laptop and do my homework. |

|390 |To have all of the programs that are in the MCS in other computer labs. |

|391 |Enforce QUIET" in the "Quiet Lab." It is a joke." |

|392 |get the workers off their butt | |

|399 |Keep doing what you do. | | |

|401 |Stronger wireless internet connections throughout all the residents halls. |

|404 |Build a big computer lab on both sides of campus with enough terminals to satisfy student needs. Although I |

| |purposely avoid peak usage times and crowding, on rare occaisions it cannot be avoided. It can be frustrating to |

| |sometimes walk into a lab, and all terminals are full with no availability in near sight. I dislike it when |

| |classes use the computer labs as well. |

| | |

| |I know the cost of cubicles for workstations would increase fees on campus, but it would be nice to have for |

| |future lab expansions (perhaps implementing cubicles in the library lab [not the 3rd floor] can be considered). |

| |It gives a sense of privacy and comfort when working on school projects or personal activities in big labs. |

|405 |provide more access to more software |

|406 |1. Make a mini-lab in the Physics lounge with 2-3 desktop units and a banked printer. |

| | |

| |2. Allow network access from home computers, with access to network software for use only. |

| | |

| |3. Pursue the laptops-for-checkout idea. |

|407 |Provide areas for personal laptop use on campus for wireless internet |

| | |

| |provide more color printing with a more accessible and convenient way of paying. have deposit machines in each |

| |lab and a notice on the color printer telling the student how to pay for color printing |

| | |

| |provide video cameras for personal use as well, example: to use for job interviews/tapes, etc |

|408 |There should be access to the computers for people who are doing things on software that is found only at ASU. |

| |There have been several times that I have not been able to get work done for people playing"." |

|410 |The assistants in the labs and people who answer the help desk phone need to be able to actually help you! I |

| |have had very little luck with finding assistants who can help me at all unless I go to the main lab. Even there|

| |I have had difficulty getting help. It took me two semesters to gain access to my P drive. |

|416 |Better more qualified helpers | |

|419 |The student workers need to have a clue when it comes to computers. some of them the only computer experience |

| |that they have is myspace. the female student worker in the Carr computer lab on Wednesday nights can’t solve any|

| |problems. her favorite answer is UHHHHHH. The instructor gets frustrated when the girl can’t help at all. I feel |

| |that if the computer lab is to be quiet then the student assistants shouldn’t be in the 3rd floor library lab on |

| |Sundays while he is working and talking on the ASU phone about who he hooked up with on Saturday night. It is so |

| |annoying and rude. he talks loud enough so that everyone can hear him. |

|420 |I would like the computer lab in the education building to be open on Saturdays. |

|424 |1. More tech toys |

| | |

| |2. More programs to create DVD presentations for class |

| | |

| |3. Extra seminars on programs that are not actual classes. ie. night of excel to teach basic to advanced excel |

| |use. |

|425 |quiet area means quiet, worse in those rooms than main area |

Most frequent suggestions for improvement:

1. More computers

2. More knowledgeable student workers

3. Enforce QUIET in the quiet lab

4. Improved wireless access

REFERENCES

“About Us” Section of Office of Information Technology at Angelo State University. Retrieved April 22, 2007, from .

Angelo State University’s Information Resources Strategic Plan 2005-2009. Retrieved April 22, 2007, from .

Hughey, David. “ASU Computer Lab Survey.” Written for Dr. S. Chawla’s Business Research Methods course. (1999).

Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing 64.1 (1988): 12-40.

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