The SERVQUAL Method Takes the Three Categories Mentioned Previously and Establishes Them

INTRODUCTIONThe computer labs at Angelo State University have provided the students and faculty at Angelo State the opportunity to stay ahead of technological barriers throughout the past decade. Each year, a customer satisfaction survey is conducted in order to determine that satisfaction levels felt by the students in regards to the computer labs. The primary aim of the study is to provide information to the computer lab staff regarding the satisfaction levels, in order to provide recommendations for the staff to implement. The recommendations are ways to better serve the customers at Angelo State University and to ultimately provide addition and more quality services while innovating the services currently offered. The computer labs at ASU are located throughout the campus to better serve the students. The labs offer a variety of services and offer the most up to date software and hardware including scanners, color and black and white printing, internet access, and other various software programs. All of these products and services are offered to ensure that students are able to stay ahead of technology. The software packages that ASU offers are probably the most important, as every student has different needs in regard to computer software. ASU offers basics, such as soft Office and Corel, to more specifics such as SPSS Statistical Software, Dreamweaver, Quark Xpress, and more specific applications are available to meet the needs of nursing, psychology, math, accounting, computer science, and kinesiology majors.While ASU offers so many software packages, most students do not have the experience or familiarity to understand and use the software. Some students merely use a single software package in one class to meet requirements. In such cases, the help desk in the Math and Computer Science Building Lab offers help to students. Also, this lab offers 24-hour service, as it is often referred to as the main lab on campus. Customer support is offered by trained lab assistants in any lab, and is offered 24/7 in the MCS lab. Lab teams consist of student lab assistants as well as directing personnel. In order for ASU to continually stay ahead of the emerging technology field, updates and upgrades are a constant task. Due to the size of the network at ASU these upgrades can be quite a task and often times can be difficult. Most upgrades are done when fewer students are utilizing the computer labs, in order to cause less inconvenience. Hardware and software upgrades usually flow without glitches and are done in a timely manner. Software updates can sometimes cause a little more of a problem, especially when converting previous version files into newer versions. Typical difficulties include corrupt or lost data, inconsistent function keys, and operational rules. Most glitches can be worked out by the professionals in the computer labs. 1 Survey DesignThe method through which the data were collected was by survey. The survey consisted of three main parts. Part One of the survey was built on the basis of the SERVQUAL instrument first instituted by Parasuraman, Berry, and Zeithaml. SERVQUAL is a method used to determine the difference between the level of the perceived and the desired level of service (Hughey, Chawla, and Khan 2003). SERVQUAL was not the only method utilized to measure the level of quality based on the creators recommendations (Hughey, Chawla, and Khan 2003). Parts II and III of the survey were created using several various scales and questions. Within the SERVQUAL portion of the survey five dimensions were considered within the three categories of the survey. SERVQAUL DIMENSIONS1. Responsiveness: Willingness to help customers and provide prompt service.2. Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence3. Empathy: Caring, individualized attention the firm provides its customers4. Tangibles. The physical facilities, equipment and appearance of personnel. 5. Reliability: The ability to perform the promised service dependably and accurately. (Hughey, Chawla, Khan 2003)Parasuraman, Berry, and Zeithaml originally started with seven dimensions but these were later combined together to create the above five dimensions. Due to the similarities between three of the seven dimensions and due to the number of valid surveys returned the dimensions were downsized to only three factors. This is allowable due to the original combined dimensions done by Parasuarman, Berry, and Zeithaml. The following are the three factors that were combined to provide better analysis:1. Staff – this contains the dimensions of Responsiveness, Assurance, and Empathy. The staff dimension is concerned with customer service, the willingness to help and provide prompt service to students, the knowledge and courtesy of staff, caring and individual attention provided to the customers.2 2. Setting – this focuses on only one dimension, Reliability. This dimension is concerned with the ability of the computer labs to provide reliable, dependable, and accurate services to its customers.3. Tools – this area is concerned with the dimension of Tangibles. Tangibles refer to the physical facilities, equipment and hardware, and appearance of the personnel.Responsiveness, Assurance, and Empathy are closely related and are all mainly concerned with the ability to provide customers with quality service, help, and attention, therefore, they were combined into one category, entitled, STAFF. Part Two of the survey involves The SERVQUAL method takes the three categories mentioned previously and establishes them as Factor 1, Factor 2, and Factor 3. The method will take the desired and perceived levels and establish a gap between them. The SERVQUAL method measures the gap, or difference, between the perceived level of service and the desired level of service quality (Hughey, Chawla, and Khan 2003). The analysis was run and each question was placed in one of the three factors. The factors are calculated as follows:FACTOR1 = Q1 + Q2 + Q3 + Q4 + Q5 + Q6 + Q7 + Q8 + Q9 + Q10FACTOR2 = Q11 + Q12 + Q13 + Q14 + Q15 + Q16 + Q17 + Q18 + Q19FACTOR3 = Q20 + Q21 + Q22 + Q23 + Q24 + Q25FACTOR1 consisted of ten questions all concerned with the staffing within the computer labs. FACTOR2 consisted of nine questions all in respect to setting. FACTOR3 consisted of six questions all concerning the tools in the computer labs. A separate SERVQUAL method was run to measure the final question in Part I of the survey. This question was in regard to the overall satisfaction of the computer labs. Each of the Q variables above was summed up to represent the overall value of each factor. The Q variables were each calculated by subtracting the mean desired value from the mean perceived level value for each question. Thus, each of the Q variables will denote the gap between the mean expectations of students and the mean perceptions of the students, for each of the questions in Part I of the survey.After each of the factors was established, a SERVQUAL score was calculated for each of the three factors. This score is calculated by taking the aforementioned factor values and dividing it by the number of questions within that factor. The mean values for each of the score variables are listed below and are labeled as SCORE1, SCORE2, and SCORE3. The TOTAL score is the mean value for the final question on the survey concerning overall satisfaction of the computer labs.3 SCORE1 = FACTOR1 / 10 = -1.0694656SCORE2 = FACTOR2 / 9 = -0.9420413SCORE3 = FACTOR3 / 6 = -0.6870229TOTAL = Q22/1 = -.8880407Each of the SERVQUAL scores above represents the overall gap between the mean desired level of service and the mean perceived level of service by the students for each factor (category) of customer service. The score values are negative, which indicates that the students do desire a higher level of customer service in each of the three factors as well as the overall aspect of the computer labs than what they are currently receiving. The three factors have remained the same from the previous survey analysis done in 2004. As the factors were determined, they each had to be tested for validity. A correlation analysis was conducted on each of the three factors as well as the total factor. For the purpose of this analysis the total factor is omitted. The value of the Cronbach’s alpha coefficient for standardized variables was examined for each of the three factors. Within the Cronbach analysis variables that are scored with a coefficient close to one are considered to have a high level of internal consistency validity. Each of the factors in this survey had a relatively high level of internal validity. The Cronbach alpha coefficients are listed below and are compared to the 1999 longitudinal study and the study from last year, 2004. Variable 1999 2004 2005______SCORE1 0.924 0.959884 0.858922 SCORE2 0.852 0.921547 0.815433 SCORE3 0.769 0.947544 0.857047The scores above show a significant decrease in the level of validity from the 2004 analysis, but still a slight improvement from the 1999 longitudinal study. Variable N Mean ------SCORE1 393 -1.0694656 SCORE2 393 -0.9420413 SCORE3 393 -0.6870229 TOTAL 393 -0.88804074 SERVQUAL FACTORSFactor 1: STAFF Q1: The computer lab staff’s readiness to respond to my needs Q2: The computer lab staff’s willingness to help me Q3: The staff’s ability to instill confidence in me to use the computer lab software and hardware Q4: Staff who have the knowledge to answer my questions about computer lab policies, operating hours, software, and hardware Q5: Computer lab staff who deal with me in a caring fashion Q6: Receiving a prompt response to my computer lab problems and/or suggestions Q7: Computer lab staff who have my best interest at heart Q8: Computer lab staff who understand my computing needs Q9: Computer lab staff who give me personal attention Q10: Staff who have the knowledge to answer my questions about software and hardwareFactor 2: SETTING Q11: Providing computing services as promised in the ASU catalog, computer lab brochure or Web Page Q12: Services provided at times listed Q13: A visually appealing computer lab (i.e. neat clean, and organized) Q14: Computer lab staff can be distinguished from other students and are easy to identify Q15: Ability to find an available workstation in one of the seven labs on campus Q16: Being directed by staff to an open workstation at another computer lab if the first lab is full Q17: Convenience or normal operating hours to personal schedule Q18: Computer lab staff who are dressed appropriately for their position Q19: Computer response time during log-in or application loadingFactor 3: TOOLS Q20: Counting on the computer labs to have the software and hardware I need to complete assignments Q21: Relying on the computer lab software and hardware to operate smoothly Q22: The computer labs containing state-of-the-art computers and peripherals Q23: The variety of software available in the computer lab Q24: The variety of special equipment (i.e. scanners and color printers) available in the computer labs Q25: Disk space provided to me on the server (my P: drive) is adequate for my data storage needsTotal: OVERALL SATISFACTION Q26: What is your OVERALL satisfaction level with ASU computer labs?5 RESULTSThe survey results varied in several instances from the past years results. The majority of the users of the computer labs are under the age of 21. There are slightly more females than males that use the computer labs, a 23% difference in males and females. The users are fairly evenly divided among freshman, sophomores, juniors, and seniors, with seniors have having the highest number of users. Graduate students accounted for approximately 6% of the users. The majority of these users can be classified into the College of Business and Professional Studies, more specifically Business Administration and Kinesiology majors. Students were given a list of seven potential future services to be offered by the Information Technology department. The students were asked to rank their most desired selection with a 1 and the least desired service as a 7, ranking the entire group 1-7, using each number only once. After the analysis was run, and means were determined for each service, the service with the closest mean rank to 1 was providing access to limited software in the labs from home. The second service with the closest mean rank to 1 was providing the ability to use only one username and password to access ALL your university user accounts. As for the majority of students, the majority of students ranked a 1 on the username and password service previously stated. Other popular desired services were providing anti-spy ware and pop-up blockers for personal computers and providing technical assistance for your personal computer. Overall the least desired service was providing an ASU email address that a student could keep after graduation. The mean rankings per question, as well as the questions are shown below:Mean Ranking Per Question5.5 5.2295 4.4402 4.5 3.8905 g 4 3.6157 n i 3.4045 k 3.5 3.1908 3.2188 n a 3 R n 2.5 a e 2 M 1.510.50 1 2 3 4 5 6 7 Question 1-76 Questions1. Providing anti-spy ware and pop-up blockers for your personal computer 2. Providing access to limited software in the labs from home 3. Providing the ability to use only one username and password to access ALL you university user accounts 4. Providing access to a music downloading service 5. Providing spam-filtering for your ASU e-mail account 6. Providing technical assistance for your personal computer 7. Providing an ASU e-mail address that you can keep after you graduate **SERVQUAL means can be found in the graphs appendixAlmost 90% of students own a personal computer, with 56.7% of them owning a desktop computer. Almost 87% of the total number of students owning a computer has one that is IBM compatible. Only 29% of students plan to purchase an iPod or and Mp3 device within the next six months. The majority of students find out about resource services offered through either other student’s word of mouth, or from signs/flyers posted on campus. Computer lab usage is mainly concentrated I the Math/Computer science lab 111, where, on average, students will visit the lab 3.3 times a week. Of the students, 39.4% expressed that they would definitely like to have an environment of the computer lab specifically set aside for quiet work. Only 16.8% of students, who use the computer labs, have had a question that the lab assistants were not able to answer. These questions mainly related to either statistical software or to specific software geared toward a very specific class or area of study. Almost 85% of students who use the computer labs reported that they experience hardware/software problems or errors either some of the time or most of the time. 7 Hardware/Software Errors by College (1-Never, 2-Ra rely, 3-Sometimes, 4-M ost times, 5-Every Time)2.25 2.2282.2 2.166 2.173 2.152.1 2.044 2.0521.95 Liberal and Fine Professional Sciences Undeclared Arts StudiesAs depicted from the graph above, students in the Colleges of Liberal and Fine Arts, and Professional studies reported experiencing hardware/software errors significantly more often than students in the College of Sciences. This trend is similar to past studies, where Liberal and Fine Arts and Professional Studies had experiences much more problems or errors as well. A Chi-square test was conducted to test whether age was a leading factor in whether there were more or less hardware/software errors. In the past there was significant difference in students who were “under 21” vs. students who were “21 +.” The 2005 analysis revealed that age did not have any bearing on software and hardware errors. A chi-square test was also done in correlation to gender, generating the same results. This means that in regard to problems these two demographics should be treated the same, no special significance or treatment is needed. ServicesOf the students surveyed, 49.9% have used the off campus dial-up provided by ASU, but over half of these students were satisfied with the service. Of all the students, regarding this service, they mean ranking was 3.45 out of 5.00, showing that on average students are mostly satisfied with the ASU dial-up service. Also, only 22.9% of students surveyed are using their access to the network drive space from home, but of the students using this service, 68% of them were satisfied with the service. Other frequencies of these services can be found in the frequencies appendices. 8 52.7% of students have used the 24-hour MCS computer lab, more specifically during the hours of 1:00 am to 7:00 am. Also in the MCS lab, only 39.9% of students have used the color-laser printing offered, of those students 71% of them were satisfied with the color-laser printing. This low percentage could be attributing to the lack of awareness of the color printing option, costs and complexity of color printing, or convenience. 95.2% of students reported that they have been in a classroom where a teacher used a computer and projector or document camera. Over 85% of these students reported that it had a moderate to a positive impact on their learning experience regarding the effectiveness of the presenter and retention of the material. Over 85% of students also reported that they either use web-based materials in their classes, weekly, if not daily. Students expressed little interest in participating in review sessions or discussions via chat rooms or message boards. Students were also not interested in having a personal online calendar. Students, were however, somewhat to very interested in having a place on the web that delivers customized content to them. The majority of students all knew what types of services ASU offered. There were a few that could use some promotion. The services where more students reported that they did not know ASU offered were discounted hardware/software, access to network drive space from home, and wireless network access on campus. In regard to spam and spy ware, a recent problem for all computer users, students reported that overall it is somewhat of interference. Of the students who use their ASU email account, 56% reported that there is either a major interference or a minor interference regarding spam on their ASU email account. 56% of students also reported that spy ware or pop-ups have a minor or major interference on their person computer use. As for the computer labs, only 40% of students reported that spy ware and pop-ups were a minor or major interference. The majority of students reported that they use off-campus broadband such as DSL or cable modem to connect to the internet from home, with over 33% of students doing so. Of this 33%, 54% of them use COX Communications as their service provider. Students were finally asked to report their overall satisfaction level with the ASU computer labs. Over 79% of student reported that they were either very satisfied or extremely satisfied with the ASU computer labs. This is a significant increase from last year’s study, where only 59% of students reported this satisfaction level. 9 Mean Servqual Scores By Frequency of Hardware/Software ErrorsNever Rarely Sometimes Most Times 0-0.5-1-1.5-2-2.5-3Staff Setting ToolsThe graph above is a representation of the mean SERVQUAL scores in comparison to the hardware/software error frequencies. The clearly shows that that mean scores for each of the three factors, staff, setting, and tools, decreases as the hardware/software error frequency increases. 10 PART I – STAFFINGDesired vs. Perceived Service Levels Questions 1-109.00 8.00 7.00 6.00 5.00 4.00 3.00 2.00 1.00 0.00 Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10Desired PerceivedQ1: The computer lab staff’s readiness to respond to my needs Q2: The computer lab staff’s willingness to help me Q3: The staff’s ability to instill confidence in me to use the computer lab software and hardware Q4: Staff who have the knowledge to answer my questions about computer lab policies, operating hours, software, and hardware Q5: Computer lab staff who deal with me in a caring fashion Q6: Receiving a prompt response to my computer lab problems and/or suggestions Q7: Computer lab staff who have my best interest at heart Q8: Computer lab staff who understand my computing needs Q9: Computer lab staff who give me personal attention Q10: Staff who have the knowledge to answer my questions about software and hardware11 PART I – SETTINGDesired vs. Perceive Service Levels Questions 11-199.00 8.00 7.00 6.00 5.00 4.00 3.00 2.00 1.00 0.00 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Q19Desired PerceivedQ11: Providing computing services as promised in the ASU catalog, computer lab brochure or Web Page Q12: Services provided at times listed Q13: A visually appealing computer lab (i.e. neat clean, and organized) Q14: Computer lab staff can be distinguished from other students and are easy to identify Q15: Ability to find an available workstation in one of the seven labs on campus Q16: Being directed by staff to an open workstation at another computer lab if the first lab is full Q17: Convenience or normal operating hours to personal schedule Q18: Computer lab staff who are dressed appropriately for their position Q19: Computer response time during log-in or application loading12 PART I – TOOLSDesired vs. Perceived Service Levels Questions 20-259.00 8.00 7.00 6.00 5.00 4.00 3.00 2.00 1.00 0.00 Q20 Q21 Q22 Q23 Q24 Q25Desired PerceivedQ20: Counting on the computer labs to have the software and hardware I need to complete assignments Q21: Relying on the computer lab software and hardware to operate smoothly Q22: The computer labs containing state-of-the-art computers and peripherals Q23: The variety of software available in the computer lab Q24: The variety of special equipment (i.e. scanners and color printers) available in the computer labs Q25: Disk space provided to me on the server (my P: drive) is adequate for my data storage needs13 PART IIQ1A: Do you own a personal computer? Q1B: If yes: What type of computer do you own?Macintosh, Both, 0.58% No, 10.40% 1.15%Yes , PC , 98.27% 89.60%Q1C: Is it a desktop or laptop? Q1D: If you have a laptop, does it have wireless capabilities?Both, 9.17%No, 32.21% Laptop, 26.93% Desktop, 63.90% Yes , 67.79%14 Q4A: Color Printing Q4B: Web-Based E-mailNo, 4.34% No, 23.79%Yes, Yes, 95.66% 76.21%Q4C: Dial - Up Q4D: Personal Drive Space (P: Drive)No, 21.10% No, 6.12%Yes, 78.90% Yes, 93.88%15 Q4E: Help Desk Assistance Q4F: Discounted Hardware/SoftwareNo, 5.60%No, 48.90% Yes, 51.10% Yes, 94.40%Q4G: 24-hour lab access Q4H: Free Virus Protection for your Personal ComputerNo, 12.50% No, 24.40%Yes, 87.50% Yes, 75.60%16 Q4I: Residence Hall Internet Access Q4J: Access to Network Drive Space from homeNo, 29.30% Yes, 46.80% No, 53.20% Yes, 70.70%Q4K: Wireless Network Access on CampusNo, 44.50%Yes, 55.50%17 Q5A: How do you primarily find out about the technology resource services offered?No Comment, 2.00% Technology Brochures, 5.60% Webpage, 5.30% Lab Assistants, 11.70%RamPage, 7.90%Other Students, 37.90%Signs/Flyers, 29.50%Q6: Please check the computer lab that you use most.Academic 205, No Comment, 3.10% 0.50% Rassman 225, 6.10% Rassman 111, Vincent 291, 2.80% 2.00% Carr 287 (Education), 0.80%Library 3rd Floor, 17.80% Math/Computer Science 111, 66.90%18 Q7: On average, I use a computer lab______times per week?8 or more, 8.40% 0-1, 23.40% 5-7, 20.30%2-4, 47.90%Q8: Have you ever used the MCS lab between the hours of 1:00 a.m. and 7:00 a.m.?No, 47.30%Yes , 52.70%19 Q9: Regarding the learning environment of the computer labs, would you like an area set aside for quiet work?Somewhat No, 5.30% Definitely No, 1.30%Definitely Yes, Neither Yes or No, 39.40% 29.00%Somewhat Yes, 24.90%Q10: Have you had a question about the software in the computer labs that the lab staff was not able to answer?Yes , 16.92%No, 83.08%20 Q11: Of the time I spend using the computer lab, I experience hardware/software problems or errors:Most of the time, 1.79% Every time, 0.00%Never, 13.30% Some of the time, 26.09%Rarely, 58.82%21 Q12: Do you use your ASU email account?Yes , 33.30%No, 66.70%Q13: If you do not use your ASU email account, why not?1.08% 3.60% 3.24% 8.27% 4.32%8.27%2.88%68.35%I do not like my email account address I already have an email account Will lose access to account after graduation Other Already have an account and will lose access after graduation Do not like email account and already have an account Already have an account and other reasons All of the aboveQ14: If no, what email provider do you use?Other, 17.32%Gmail, 3.27% Yahoo, 43.46%Hotmail, 35.95%22 Q15: How much does spam interfere with the use of your ASU email account?Rarely receive spam Major Interference, emails, 28.39% 27.76%Do not consider a problem, 15.46% Minor Interference, 28.39%Q16: How much does spyware or pop-ups interfere with personal computer use?Major Interference, Rarely receive spam 15.64% emails, 30.51%Minor Interference, Do not consider a 40.51% problem, 13.33%Q17: How much does spyware or pop-ups inteerfere with computer use in the labs?Major Interference, 5.37%Rarely receive spam Minor Interference, emails, 47.31% 34.78%Do not consider a problem, 12.53%23 Q18: Other than connecting from the computer labs, how do you connect to the Internet?5.88% 5.12% 3.58% 17.14%1.02%13.81%34.02%ASU's Dialup Dialup from other provider Off-Campus broadband connection such as DSL or Cable Modem Wireless network access from public areas on campus I do not connect to the internet with my computer I do not own a computer More than one24 Q19: If you use off campus broadband, who is your provider?Cox, 26.67% West Central Net, 1.60%I do not use off campus broadband, ZipNet, 1.60% 50.67%Verizon, 10.93% Other, 8.53%25 Have you used this service? If yes, how satisfied were you with the service?Dial-Up Dial Up S atisfaction40.00%35.00%30.00%25.00%20.00%No, 50.10% Yes, 49.90% 15.00%10.00%5.00%0.00% N ot Sati s f i ed at al l Somewhat not sati sf i ed N ei ther sati s f i ed or not sati sf i ed Somewhat sati sf i ed E x t r emel y Sat i sf i edColor Printing Sa tisfaction Color Printing45.00%40.00%35.00%30.00%25.00%Yes, 41.10% 20.00%15.00% No, 59.90% 10.00%5. 00%0. 00% N ot Sati s f i e d at al l Some w h at not sat i s f i e d N e i th e r s at i s f i e d or not s at i sf i ed Some w ha t sat i sf i ed E x tr e me l y Sat i s f i edOn-Line Registration SatisfactionOn-line registration 4 5 .0 0 %4 0 .0 0 %3 5 .0 0 %3 0 .0 0 % No, 10.30%2 5 .0 0 %2 0 .0 0 %15 .0 0 % Yes, 89.70% 10 .0 0 %5 .0 0 %0 .0 0 % N o t S a t i sf i e d a t a l l S o m e w h a t n o t sa t i sf i e d N e i t h e r sa t i sf i e d o r n o t S o m e w h a t sa t i sf i e d E x t r e m e l y S a t i sf i e d sa t i sf i e d26 Blackboard B l a c k bo a r d S a t i s f a c t i o n4 5 . 0 0 %4 0 . 0 0 %3 5 . 0 0 %No, 4.10% 3 0 . 0 0 %2 5 . 0 0 %2 0 . 0 0 %1 5 . 0 0 % Yes, 95.90% 1 0 . 0 0 %5 . 0 0 %0 . 0 0 % N o t Sa t i s f i e d a t a l l S o m e w h a t n o t s a t i s f i e d N e i t h e r s a t i s f i e d o r n o t s a t i s f i e d S o m e w h a t s a t i s f i e d E x t r e m e l y Sa t i s f i e dWeb Based Email SatisfactionWeb-Based Email4 0 . 0 0 %3 5 . 0 0 %3 0 . 0 0 %2 5 . 0 0 %2 0 . 0 0 %1 5 . 0 0 % No, 48.20% 1 0 . 0 0 % Yes, 51.80%5 . 0 0 %0 . 0 0 % N o t S a t i s f i e d a t a l l S o m e w h a t n o t s a t i s f i e d N e i t h e r s a t i s f i e d o r n o t s a t i s f i e d S o m e w h a t s a t i s f i e d E x t r e m e l y S a t i s f i e dNetwork Drive Space Satisfaction Access to Network Drive Space from Home5 0 .0 0 %4 5 .0 0 %4 0 .0 0 %3 5 .0 0 % Yes, 22.96% 3 0 .0 0 %2 5 .0 0 %2 0 .0 0 % No, 77.04% 15 .0 0 %10 .0 0 %5 .0 0 %0 .0 0 % N o t S a t i s f i e d a t a l l S o m e w h a t n o t sa t i s f i e d N e i t h e r sa t i s f i e d o r n o t S o m e w h a t sa t i s f i e d E x t r e m e l y S a t i s f i e d s a t i s f i e d27 Wireless Network Access Wireless Network Access Satisfaction4 5 . 0 0 %4 0 . 0 0 %3 5 . 0 0 % Yes, 21.60% 3 0 . 0 0 %2 5 . 0 0 %2 0 . 0 0 % No, 78.40% 1 5 . 0 0 %1 0 . 0 0 %5 . 0 0 %0 . 0 0 % N o t Sa t i s f i e d a t a l l S o me w h a t n o t s a t i s f i e d N e i t h e r s a t i s f i e d o r n o t s a t i s f i e d S o me w h a t s a t i s f i e d E x t r e me l y S a t i s f i e dQ21: How frequently do you use web-based materials for your classes?Never, 0.50% Rarely, 13.50% Daily, 33.30%Weekly, 52.70%28 Q22: How interested are you in participating in review sessions or discussions via chat rooms or message boards set up for your courses?Extremely Interested, Not Interested, 7.90% Very Interested, 32.30% 14.80%Somewhat Interested, 45.00%Q23: How interested are you in having an online personal calendar?Extremely Not Interested, Interested, 22.10% 11.20% Very Interested, 23.90%Somewhat Interested, 42.70%Q24: How interested are you in having a place on the web delivering customized content to you?Extremely Not Interested, Interested, 18.60% 7.90% Very Interested, 27.70%Somewhat Interested, 45.80%29 Q25A: Have you been in a class where a teacher used a computer & projector or document camera?No, 4.59%Yes, 95.41%Q25B: If yes, how did it impact your learning experience in regard to effectiveness of the presenter and your retention of the material?Negative No Difference, Impact, 0.79% 10.26%Positive Impact, 52.37% Moderate Impact, 36.58%Q26: What is your OVERALL satisfaction level with ASU computer labs?Not Satisfied at Extremely Somewhat all, 0.30% Satisfied, Satisfied, 13.50% 20.60%Very Satisfied, 65.60%30 PART IIIProviding anti-spyware and pop-up blockers for personal computer?25.0% s 20.0% t n e d u tS 15.0% f o e g a t 10.0% n e c r e P 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-7Providing access to limited software in the labs from home?25.0% s 20.0% t n e d u tS 15.0% f o e g a t 10.0% n e c r e P 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-731 Providing the ability to use only one username and password to access ALL your university user accounts?25.0%20.0% s t n e d u t 15.0% S f o e g a t 10.0% n e c r eP 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-7Providing access to a music downloading service?25.0%20.0% s t n e d u t 15.0% S f o e g a t 10.0% n e c r e P 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-732 Providing spam-filtering for your ASU e-mail account?25.0%20.0% s t n e d u t 15.0% S f o e g a t 10.0% n e c r e P 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-733 Providing technical assistance for your personal computer?25.0%20.0% s t n e d u t 15.0% S f o e g a t 10.0% n e c r e P 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-7Providing an ASU e-mail address that you can keep after you graduate?25.0%20.0% s t n e d u t 15.0% S f o e g a t 10.0% n e c r e P 5.0%0.0% 0 1 2 3 4 5 6 7 Ranking 1-734 Q27: If you were asked to give an OVERALL grade to the ASU computer labs what would it be?D, 0.26% F, 0.26% C, 9.02%A, 43.81%B, 46.65%Mean Grade = 1.664 = B+DEMOGRAPHICS35 GenderMale, 43.50%Female, 56.50%I live:On Campus, 28.20%Off Campus, 71.80%36 Academic StandingGraduate, Freshman, 5.90% 24.40% Senior, 28.20%Sophomore, Junior, 20.60% 20.90%Age36-45 years, Over 45 years, 2.30% 2.80% 26-35 years, 7.40% Under 21 years, 46.10%21-25 years, 41.50%37 Marital StatusDivorced/ Separated, Married, 11.50% 2.80%Single, 85.80%MajorsFrenchEconomicsPhysicsMusicJournalismHistory GermanArtMedical TechnologyDrama SpanishMathematics EnglishBiochemistrySociologyChemistryPsycologyGovernmentCommunication MarketingFinanceEducationAnimal ScienceComputer ScienceKinesiology ManagementAccountingUndecidedBiologyBusiness AdministrationNursing0 5 10 15 20 25 30 35 40 45 Number of Students38 WRITTEN COMMENTSQ5B: How would you like to find out about new services?Survey No. Response Survey No. Response 3 Rampage 214 Email 5 Signs 215 Email 7 Email notifications 216 Teachers 9 Signs or flyers in labs 217 Signs, Flyers, Students 10 Lab Assistants 224 Email or direct mail Lab 11 Assistants,Signs/Flyers 225 Email 13 Email notifications 228 Rampage 14 Email notifications 230 Email 15 Signs/Flyers 233 Post on Blackboard, or mail 18 RamRadio 235 Signs/Flyers 20 Email 236 Signs/Flyers 21 Email 238 Signs/Flyers 24 Email 242 Rampage 31 Flyers 244 Flyers, Emails 39 email 245 Flyers 43 brochures 248 Email 45 ASU homepage, internet 249 Teachers 47 Flyers 250 Webpage 48 Brochures in the mail 254 Other Students 50 Desktop 256 Rampage, emails 52 Email 261 Email 53 Signs/Flyers 262 Signs, brochures, flyers 55 Flyers 263 Letter sent by mail 56 Signs/Flyers 265 flyers 57 Email 266 Teachers 59 Email 268 Advertisements 61 Mail 269 Schedules for the fall 62 Teachers or Informants 273 Email 64 Technology webpage 275 Email or mail 65 Staff Possibly 276 Signs 67 Signs in Tech labs 278 Signs/Flyers 71 Signs 279 Brochures 72 Email 280 Signs/Flyers 73 Signs/Flyers 283 Rampage 76 Brochures 284 Tech Webpage 79 Preview ASU 290 FLyers 80 Signs 293 Flyers, Webpage 81 Email 296 Desktop 83 Signs 298 Email 87 Letters 301 Rampage 95 Desktop 302 Brochures97 Email 305 Signs/Flyers39 101 Email 306 Signs/Flyers 105 Brochures 310 Email 111 Email 312 Signs/Flyers 115 Email 313 Email 116 Signs/Flyers 316 Brochures, rampage, website 118 Email 318 Email 123 Professors 321 Email 125 Email 325 Email 127 Mail 326 Email 128 Email 328 Brochures 130 Students 329 Call me 136 Teachers 331 Email 140 Signs/Flyers 332 Flyers 146 Website 339 At Log on 150 Email 341 Email 151 Signs/Flyers 345 Signs 154 School 346 Signs/Flyers Signs/Flyers, brochures, 155 Web Page 347 webpage 158 SPAM 351 Signs/Flyers 159 Rampage 352 Online 160 Email 358 Students 161 Email 359 Brochures 162 Email 361 Blackboard 164 Tech Webpage 363 Email 168 All listed 369 N/A 171 Email 370 webpage 173 All listed 371 Mail Card Announcements 180 Email, flyers, teacher 372 signs/flyers 184 Brochures 376 email 188 Signs/Flyers 378 email Signs/Opening page at 193 login 379 by mail 195 Does not matter 381 not applicable 196 Signs/Flyers 385 Desktop 198 Brochures 387 Signs 200 Teachers 389 Desktop 207 Signs, Rampage 392 emailQ10: Please list the software where there was a question that a lab assistant was not able to answer40 Survey No. Response 3 Excel 9 SPSS and Adobe Photo Shop 11 Photoshop, printing 21 BIOS 27 Scanning 28 Music Software 32 Maple 49 Scanning 81 Exceed on Demand 4.5 88 VPN Client 95 Linux public domain burning software 117 MSN Messenger does not work anymore 134 Media Player 138 Daedulus 142 Adobe Photoshop 143 Word 151 UNIX environment server opps involving IBM370 or Xxeeld 153 Cndemand 154 the computer freezing 157 PowerPoint 171 Windows Media 173 Everything 179 PowerPoint, excel 191 Excel 216 Getting rid of a trojan start page virus 231 Excel 233 Dreamweaver 241 Excel 243 Excel 244 Publisher 245 Word 248 Corel Draw and Adobe Photoshop 275 Something for astronomy 283 PDF Formatting 284 Excel, SPSS 286 SPSS 289 Converting word to PDF 294 SPSS 296 Quark Express 298 Converting works to word 336 PowerPoint 341 Real Player/Media Player 347 VPN client setup 372 SPSSQ13: Other response to the reason why students do not use their ASU email account.41 Survey No. Response 19 I don’t know how to access it 34 Cannot check it off campus 52 Forgot my password 61 Don’t know where to check it 82 Don’t know my password 93 Don’t know how to use it 94 Don’t know how to access it 104 Don’t know how to get on 113 too much junk mail 147 too much spam 155 Had trouble signing in 159 Get spam from banks everyday 162 Use for school only 188 Don’t know password 190 Don’t know how to access it 197 Never learned how Already have an account that people 224 know 235 My computer wont let me get on it Was not web based from the 236 beginning 240 Work Account 260 Just don’t like it 263 don’t know how to access it 276 Cannot log in 294 Did not know about it 309 Forgot Password 310 Don’t know password 315 Seems slow 316 can never access, have tried 318 It sucks 322 Use Work account 324 Like my yahoo account better 331 No one showed me how to use it 351 Was never able to log on 359 Cant get in 367 Lots of junk mail 376 I have to for my computer class 381 I was told to! 388 Spam 392 I have to for my computer classQ14: Other email provider used42 Survey No. Response Survey No. Response 3 Earthlink 235 Excite 5 AOL 238 Excite 10 Cox.net 241 Cox 11 AOL 247 GMX 14 AOL 249 Cox 19 Netscape 251 AOL 28 AOL 257 Earthlink 33 AOL 263 MSN 45 AOL 267 MSN 49 AOL 283 AOL 51 Excite 288 AOL 52 AOL 295 Compuservce 54 AOL 306 AOL 62 Cox.net 309 Cox 63 AOL 312 AOL 65 AOL 314 AOL 70 AOL 316 AOL 81 AOL 319 AOL 95 My own server 322 AOL, work account 126 AOL 328 AOL 128 AOL 331 Comcast 130 AOL 337 AOL 132 AOL 339 AOL 138 Cox 343 AOL 147 Cox 347 Zipnet AOL, personal email 153 server 349 MSN 160 Cox 366 Coxnet 212 Cox 380 AOL 213 America Online 386 Cox CommunicationsQ� What three things do you think the Information Technology Department does well?43 Survey No. Response1 Hours of Availability, Free printing2 Keep paper checked in printers, friendly help3 Provide computers to students, Free Printing, 24 hour services4 Service, Updates, Provide modern up to date technology5 Good lab hours, helpful assistants, provides necessary programs6 Have Programs I need available, give assistance when asked7 Assistance, Troubleshoot problems on computer, Availability9 Keep up to date with software, have a very helpful staff, have great operating hoursThe MCS Lab assistants are very helpful, they set up my virus blocker and my vpn 10 client on my laptop for me, they answer all my questions quickly14 Good range of technology at students hands, available anytime17 They are helpful, being open late hours is good and they are nice and friendlyProvides good assistance, excellent source for software, and good advice on virus 18 protection21 Sit behind their desk, look at their own computer, and talk to each other44 22 Open when I need it, help out if I need it23 Fast loading on computers, rare occasions of spam and spy ware24 Software, help, convenience25 Answers questions, provides software needed26 Helpful staff, availability of stations28 Knowledge of computersAllows easy and fast access to computers , allows me to print things off the computer 29 really fastEnough computers, senior staff at MCS lab is very competent, software selection is 30 excellent31 Give Personal Help in lab, allows easy access to the internet32 Good knowledgeMaintaining everything in working order (always paper in printers) friendly staff, and 33 plenty of computers so you never have to wait very long34 Services provided, knowledge, # of labs35 I like the fact that they are open 24 hours, very friendly staff38 Offer free printing, hours open45 39 assistance\41 Friendly, informative (know their stuff), helpful42 They are usually helpful with questions and problems, Its nice to have dialup for free43 Helps students run programs, good hours44 Help students with problems, availability of hours, email45 Assists students with programs, refill paper46 Help with problems with computers and printers, staying open late, answer questions47 Good hours48 Gives me computer help, good hours of help, provides enough lab space49 Clean labs, high speed internet, blocking popups50 Advertises, assists, and strives for excellence51 Answers questions, have a general knowledge to help me outAccess to unlimited printing, answer general computer questions, and answering 52 questions regarding school online services53 Good hours46 54 Availability (time work schedule) assistance when needed, computer are quick55 Assistance, time to use the lab56 Has helpful staff, helps with personal computer problems and offers free software57 They sit well behind the desks58 Open 24 hours59 Clean lab and workstations, good software60 Help desk is great, staff is very willing and polite61 Clean, good hours, convenientProvides adequate hardware, maintains a good functional lab, updates with the 62 change of software63 Good service, good lab assistants64 Good service, fast responses, reaches its users65 Has lots of computers, has good technology, is easy to use66 good computers, fast internet, good service67 Provide software, open at accommodating hours, virus free protection47 68 Helping, providing new69 Printing, solid computers, very helpfulWell saving files for assignments, it does well in editing new pieces to put on videos, 70 it has a great variety of access to a lot of informative websites71 Printing, answering questions72 Helpful, knowledgeable, clean stations73 Provide assistance, keeps equipment running properly, staying open long hours74 Helpful assistance, computer are always available, have easy software75 Helpful, very kind, always there for everythingThey know what they are talking about, there is a good number of computers, 76 everyone is nice77 Everything79 Helpful with PC, inform regarding software80 Helpful, open all night, have people who know what they are doing84 Help new students become accustomed to the system86 Its just cool48 Keep labs clean and in order, provide adequate tools, assist with any technical 88 difficulties90 Easy access, adequate assistance, good reliable equipment91 Computers are fast and reliable92 Stay ahead of the technology, provides fast response, good amount of knowledge93 I don’t use it much94 help with any technical difficulties, explain very well, are there to help95 keep all working smoothly98 Keeps printers maintained99 Great open times, good staff, knowledgeable and helpful103 your staff is positive, helpful, and knowledgeable107 Keep it clean, help if needed, keep it quiet108 Hours and assistance109 Hours of operation, help, and they stay updated112 Plenty of computers, good help, necessary and useful software49 113 good hours, helpful staff, good software115 Keep computers running well116 Availability, and lots of computers117 Service and Access118 Help finding certain programs, refilling paper, give students passwordsProvide information about computer’s help when needed, someone available all the 120 time121 good service, available computers, mucho technology122 Keep printers filled with paper, help with problems on programs127 Provides 24 hour assistance, helps students when needed129 Delivers proper services to be used in academic work130 Help out with problems, answers questions, knowledgeable134 Give some good service, keep place clean136 Provides enough computers, easy access to computers, fast access to internetProvide enough computers, tries help and assist students, provide somewhat good 137 service50 138 fast computers, big computer labs, always an open computer, clean139 Helps with problems, provide good service, convenient to use the computers142 Color Printing, Basic services143 color printing, remote access, wireless144 Great, fast computers, great access to computers, great selection of software145 providing a computer lab that is open most of the time146 access to drive data, dialup, helping others148 Up to date technology, wireless service, up to date software149 Has needed knowledge, accessible, friendly150 24 hour lab access, new computers151 Up to date software and hardware, low amount of down time, service152 good support153 Good variety of software, great availability, good speed154 Friendly, Being there, all hours of the day, regular students51 155 provides info, always there for helpThey are very helpful when I have a problem with the software, They have great 156 printing services. The environment is conducive to learning157 Good equipment, good times, good atmosphere159 Hours are outstanding, love free printing, lab staff are generally knowledgeable160 Very helpful, courteous, knowledgeable161 good service, flexible hours, amount of stations162 assist when help is needed164 Clean available, and equipment functions properly165 Reliable, service, accessibility166 Provides students w/up to date computer software167 Help168 everything171 New computers every do often, email access, free software172 Help, informs52 173 No Comments174 Labs are neat and clean, computer for most part are fast, IT is very helpful175 Always there for help, provide for work to be done, provide good computers that work176 Keeps network running, keeps computer labs in good shape, provides support177 The staff, hardware and software, schedule178 Give info, help, provide179 help when they know, help very quickly, always willing to help180 provide help, offer new service, allow off campus connections181 I hardly ask for help182 Keeps labs clean, helpful helps students, respond to technical questions rapidly, keep convenient hours of 183 operation184 I just like the 24 hour lab, bigger labs with more computers187 Helps customer presents friendly environment, keeps stuff updated keeps the updates to computers often, has a great variety of software, very happy to 188 help with a problem53 189190 Provide services, available labs, available people to help191 Hardware, Software, availability192 Service, Availability, Time193 provide knowledge, availability, hours of operation194 Provide assistance195 Assistance, help, knowledge197 computers usually work198 Assist older students, knowledge of software is excellent, lab hours are great199 working equipment, helpful, friendly204 Helping others, offers access to many things206 Keep the labs clean, has easy access, convenient hours207 Good Hours, scanner, color printer, fast printing, available help from lab assistants208 Providing resources54 Helps to find an open computer when lab it full, fast assistance, there is enough staff 209 to help everyone214 Average on everything, nothing really stands outAssist in computer problems; provide enough services and B&W printers to meet my 218 basic needs, flyer for removing aware and other services219 Service and support220 They turn the computers on, they turn them off, and refill paper very well221 helps when needed, knows what they are doing222 Sit on there ass @ work, flirt with the girls when they come in, nothing223 Clean and orderly, has a lot of people ready to help224 answers my questions, keeps the labs clean, update on new technologyKeeps lab clean and organized, answers questions promptly with good reason, fixes 225 problems relatively quickly226 Everything gets done ok227 assisting students in the lab, offering off campus dialup, knowledgeable staffQuick response to help questions, keeps the labs clean and easy to use, hire people 228 that are capable of effectively helping230 Easy Access, ASU campus updates, providing useful programs55 231 answer questions well, always ready to help, always one around233 They provide quick service, they are knowledgeable, they are friendly235 Keeps the computer labs clean, provides timely help and free antivirus softwareHave the most current software and hardware, have technicians always on call, have 236 a computer lab open 24/7237 Gives students access to computersProvides anti-virus software to ASU students, respond quickly to questions problems, 238 willing to come to you for troubleshooting (to fix the problem)240 Provides helpful services242 Assist students when needed, great hours, great programs243 Up to date technology, constant assistance when needed, adequate resources244 The hours they are open, the good training of the assistantsThe hours the labs are open are pretty convenient, the number of labs and new 245 computers are also nice248 Like the hours, keep the paper trays full, nice chairs249 Have up to date technology, provides software, convenient accessibility252 Knowledgeable, they do the best they can to help56 253 Prompt254 Teaches, informs, is very patient255 Assist with questions, help provided when needed, inform about other softwareHelps students, very knowledgeable in software and hardware, keeps labs very 256 cleanAid students with questions and problems tend to technical problems, and personal 257 attention259 They are always available, don’t hesitate to assist, friendly260 operating hours are good for students, especially those of us who live off campus261 They give good service to students262 Do well with all aspects263 Provide up to date software, assist students, 24 hour labs they can answer questions about the computers and some problems that might 265 occur, good assistance and attitudes266 Loads up fast, find the information assist in whatever problems someone may have, update in certain programs, very 268 helpful when it come to computer problemsI think it provides a touch of everything which is excellent, quick and friendly as for 269 most of the staff - I love the Dell computers57 Remains open for 24 hours during school week, has someone on hand to 271 accommodate the students needs, provides reliable computer access275 friendly staff, good computers, quiet environment276 Customer service, being knowledgeable, being nice277 Answer questions, show you if you don’t know, help you278 I rarely goAvailable to answer all of my questions, very helpful and courteous, works hard to 279 keep up to date technology280 Provide Help, provide a variety of services, provide help with personal computers281 Internet access, software package, help when needed282 provide services, consistent hours, willingness to help283 friendly staff, fast computers, open during convenient times285 Adequate Staffing, good up to date software and hardware286 Software availability, Hours available, help available287 Offer good assistance, good software, lots of computers288 Willingness to help, hours58 289 Labs are open at good times, you can get your questions answeredMost of the staff is knowledgeable on all computer programs, most are willing to 290 help, cheap color copies291 Respond fast, able to fix most situations,296 Providing virus protection, being open late and have flat screenStay current with technology, access to software needed for classes, provide 297 assistance with problems when neededHours, willingness to help with problems, and they have great technological 298 resources299 always an available computer24hours access to computer lab, helpful setting up accounts, when there is a 302 problem with computer or printers they help with the problem soon303 They have computers304 Hours are good for everyone in the MCS lab only, virus protection for free306 Provide computers, software, tech support307 Service, support, knowledge308 They provide new computers, knowledgeable staffStay up with technology, provide excellent customer service, available at times that 310 fit in my schedule59 313 Assist, great software, explain314 Provides good software, hires sufficient work help, provides good appliancesAdds software needed for class, easy connecting in the labs, maintains computers 316 well320 Provide good hours, keep hardware operational, help with minor software problems322 Helps me out in computer labs, dresses appropriately, courteousHave everyone their own personal settings where you don’t have to put up with 323 anyone else’sThe information tech dept staff are friendly and helpful and I can rely on them if I ever 324 have a problem326 Help students, provide assistance with everything, 328 Helps with problems, interacts well, understanding332 Open late, nice people, good service334 Help, refill paper335 Provide technical help, good lab times, large number of computers336 Knowledge of computers, cleanliness337 nice people, helpful staff, and its nice and quiet in the labs60 338 Help, access, current technologies341 They are good at helping students with problems, quick to attend to problemsThey are open at all hours, they have the software I need, someone is always 344 available to help345 Hours, staff, good software347 Good equipment, web page is good, web page (ASU) is pretty good350 Provide information about the computers and helping out with problems351 Nice computers, good hours, intelligent staff352 Always available, good times to be open353 computers always run smoothlyProvides basic needs, adequate competent help, has a larger number of labs 354 available355 Hours, help services, easy access to internet, MS word, PP, etc357 programs, accessibility, service358 Operate the labs, provide service, help students359 Provide good tech support61 367 helpful people answer questions quickly, nice computer labs368 hours are good, internet, p-drive369 Helping Students,Friendly,OrganizedFast service, Will find someone to fix problem if staff unable to do the job, Friendly 370 staffOpen at convenient times, usually enough computers to get in and get out, I enjoy 372 the minimal spam on my ASU email account.376 Providing a service, Registration, Answering questions378 provides excellent customer support and quality resources379 the assistants are very helpful, Provide good hours, Provide enough computers381 troubleshoot, accessibleMakes itself available during a wide range of hours, Provides students with great accessibility, Enables students to use the lab at all 383 hours.384 Good hours, Good staff, Quiet.385 tech support, 24 hour computer lab, nice tech people the staff knows their stuff, the hours of operation are convenient for almost everyone because of the 24 hour labs, the hardware and software is frequently updated with 386 the latest technology387 lab(mcs)is always clean, assistants are very helpful, easy to identify assistants62 388 Programs, Assistance with questions, directing you to open stations389 Tech support, 24 hour computer lab, nice tech people392 Providing a service, Registration, Answering questionsSurvey No. Response63 1 More save space, quicker log in timeHave staff that know the software available in the lab, not everyone needs to know, but at least one person so they can be asked by 3 other stuffDesignated quite rooms, I believe some are designated but groups 7 usually occupy these rooms so I rarely find it quietOne problem that I see is that there are not always enough computer all the students in the lab. Especially during certain times 9 of the day, around noonI was not aware that a computer lab was open 24 hours, I would 10 love to be able to use this when I get off work at 3 am11 Educate staff more and provide more software14 more technology is always goodMore computers would be good, or at least keep some other 17 computer labs open more often18 blocking as much span and spy ware as possible21 not what I listed above22 get on facebook24 make sure all software is working26 extend hours of availability on weekends and nights take more time in explaining the answers to students' questions so that the students will actually understand and not run into the same 28 problems again64 Update SPSS for statistical use, hire competent student workers to 30 man labs, offer recycling near printers More help for personal computers and more information on how to get help. Those little flyers in the computer lap that are supposed to help you get online don’t help. Personal assistance would be 31 nice More scanners, allowed to download things like newer versions of messenger so you can chat with your friends while doing homework, and I think you should be allow to view your friends 33 through webcam and not have a firewall to block it34 make MCS lab largerAnswer the phone quicker, more scanners/color printing @ no extra 42 charge, not have to constantly change your password44 more color printers, messenger sites, and music downloads46 none, the labs are great48 More workers in the labsProviding software access to programs mentioned/used in classes, MCS 2331 references PHSTAT, MINITAB, and couple of other 49 programs Providing a free copier with maximum capabilities and explaining how to access the network from a home computer, provide 50 brochures on all the abilities of your networksMore computer labs especially at Texan hall, more discounted 52 software, more variety of software, more Macintosh computer labs53 The staff could learn how to help students56 log in fasterThat each assistant is more attentive to assisting. Some will help with a frown on their face and it seems as if they are bothered to 57 have to help65 More computers would be good, or at least keep some other 59 computer labs open more often62 Providing free information classes about computer information64 Nothing at this time65 Help people a little more66 listen to me67 Friendliness, more responsive staffMore p drive space, more RAM (Photoshop tends to freeze sometimes, store applications on the HDD of each computer, load 69 time to log on and start applications is too long a better way for students to have access into a computer by accepting a password that is already set up and not have any 70 interferences from pop ups74 keep up the good workNot making this so long, able to change background, able to use 75 own products76 Upgrading computers, printers, and scanners78 I think they are doing a good job79 Make the IT help desk open 24-785 Too small66 86 Serve Candy91 More personal service92 Do a contract with technological cooperation in order to stay aheadLet people know how to get the software from home, like email or j 93 drives95 Get cd burners for people, software98 Cleaner lab room floors100 Quit surveying during class103 Decrease spam received in the ASU email addresses112 more assistance, patient lab staff113 more strict on the rule of being quiet while in the computer labsLess personal talking in labs, a better way to get help at home while 115 trying to get dialup setup116 Letting students know what’s out there117 More printers, more space on P: / assistants actually helping students rather than sitting behind the 118 desks67 make more accessible computer, it seems that all the labs are 122 usually full127 provide faster internet for students that live off campus130 Keep up the hard work and dedication134 More training of employeesTo make a better email, make it more personalized like hotmail or yahoo accounts, make faster login service, make each computer 137 lab open for easier access138 quieter computer labs, some aids in the labs139 get better computers with faster modems141 more computer in MCS labTo give more consideration to the CS people when making 142 decisionsThat there be a lab for computer science students so we can 143 program in peace144 have certain computers for CS majors145 provide and ASU email address that you can keep after graduation146 DVD Burners, Ability to buy media in the labs147 better staff, returning the UNIX lab to the CS department68 A lab set aside for compute science lab time most if not all of our 151 programming is done out of designated class time153 More software, better knowledge base support from Lab Assistant154 Know the programs better, know how to explain something155 very politeMake the usernames the same that way we would need only one 156 password for all our accountsHire new lab assistants, the older guy and women are kind of a- 157 holesA few of the student workers could stand better customer service 159 training, sometimes the MCS floors need some cleaning160 More flexible hours162 more hours for other computer labs, more printersThe workers do not really know what they are doing, not very 163 helpful164 Make the lab quieter166 Making it easier to access the library sites from off campusI don’t care, its my last semester I only use the lab when I have to 169 otherwise I use my computer at homeNo Cell phones, getting rid of people who are only playing games 171 when there is a line waiting69 Doing away with time limit on online registration for classes it’s a 172 big hassle173 well dressed, assistance when needed181 They are doing a good jobAllow students availability to more programs software on personal computer through ASU, we pay a high technology fee, I’d like to 183 see more personal benefits such as software free to ASU studentsMore weekend hours, more computer labs open 24 hours, ability to 188 print in color (a few free or something)Better customer service from lab assistants keep technology up to 191 dateGetting more computer so they are not always full when I need one, I think ASU should issue us a personal computer to cut down trips 192 back and forth to school194 more computers, more printers195 More computer availability when necessary more computers, more up front information about capabilities of 199 computers205 Give out free computers so students can study more in their roomsWhen lab assistants fix a problem they should use it as a teaching told, and do it slow enough to show the student how to fix the 207 problem on their own in the future208 more staff help and availabilityI did not know we could access our personal drives from home. Maybe find a way to list all the services offered when you leave the 209 dorms for example70 217 less popups help more with keeping popups away, provide more space in the 218 computer labs, its always full219 helping maintain our personal computers221 improve communication with off campus students222 more professionalism, offer more helpMore computers, work are and play area should be separate, more 223 printers224 Having the MCS computer lab open 24/7 365 days a year225 Updates to all computers on campus employees don’t seem very eager to help, I always have problems 226 when I try to get color copies229 More helpful staff230 Allow home users to access the programs from home (PowerPoint)More staff to answer calls or help students - it tends to take a while 232 to answer and you hold forever on the phoneGive out more information about services they provide. I was unaware of many services until I filled out this survey and I am 233 about to graduate235 Pretty satisfied w/technology services71 236 more training for technicians, quick fixing of printers in the MCS237 When I first log on the computer is slowMacs in computer labs, G5's in the biology building w genetics 239 software and PAUP, etc240 Maybe have labs open earlier on the weekendsDiscounts on color printing (for study materials), exclude my desired level of services on this survey it is pointless, deals on 243 software and music downloads244 That you enforce the rules of cell phones harder245 Quiet work rooms would be helpful247 Get Apple G 5 desktops248 make buyable music available in IT labs for IpodAdd more computer labs, provide more information about 249 discounted software252 More friendly, more understanding, more patience256 make messengers and music services available257 More internet access in libraryTry to make a list of what a student can do with the programs on a 260 computer (flyers, brochures, stat analysis)72 Send information through mail, allow students who live off campus 263 to access their accounts from home264 Fix problems as soon as they arise, like the windows media playerMaybe provide more information about the services, putting up flyers and letting people know what they technology services can 265 do for the students to give some direction for the people who know nothing about 266 computers267 faster computers268 Update windows to a newer version Filtering for the email accounts is needed, I know it is expensive but a couple more color printers in each lab would help. Some of the staff is busy with homework or other stuff to help me in my requests, I feel that part of the day staff is rude, I am not a 269 computer person271 More computers in the labs, longer lab hours on weekendsThat when asked a question hat the people working at the desk 273 come to your computer to answer itHave them know how to answer a question instead of making you 274 figure it out275 making another computer labA copier in the computer labs, less popups when on the internet 281 about going to unprotected sites, uploading time when logging in282 Knowledge of software, control of lab noise level283 more computer technology support for home computers73 Earlier opening on Saturday and Sunday, spam blockers for ASU 285 email accounts, separate areas for quiet work or group work287 Have easier wireless capabilities288 More scanners, more quiet places, more printersMore computers, more advertising about special features and services that you offer, especially for the people who live off 291 campus292 Try to keep lab quiet set aside a room as a quiet area Appoint people who have knowledge on computers, I have noticed that some of the lab assistants done have computer related problem solving skills, there should be some definite knowledge 294 criterion on the bases on which lab assistants are hiredTech assistants knowing more about different software and 295 programs Improve response time to things like refilling printer w/paper, fixing the tone, switching the printers for some of the computers that have problems printing, more knowledge with the software, and 296 troubleshootingMake a bigger lab at the MCS building, more training on software 298 for the staff299 always available staff303 Get a courteous staffLab open at more times other than MCS, better knowledge of 304 everything in the lab306 Provide spy ware software for free309 Block spam from email74 Easier access to campus email, make availability of software more 316 widely knownBetter span virus spy ware protection for the campus server and for 320 personal email accounts bigger better computer labs in the MCS, It is always full when I go 322 in there, I usually wait at least ten minutes or longer324 Providing better network security329 Free color printing, need more help at desk when people call in331 Access to schools email address332 Hire nice people336 more software accessLet students know where they can connect to wireless internet on 341 campus or make sure dorms are also wirelessMake sure that everyone has an available workstation in a 343 computer lab often I go to the lab and there is not a computer openImprove initial contact (level 1)help, many times these people cannot answer questions or just give me a handout which I already 347 tried351 Maybe update computers more regularly354 more scanners357 fix all computers75 367 Take out span and don’t sell my email address get rid of spam on our email accounts, tell people how to keep quiet 368 in the labsWORKS CITED76

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