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ITSC

Student Survey Report 2012/13

1. Introduction

To help us learn more about the IT needs at Lingnan University, students were invited to complete a satisfaction survey on the services and facilities provided by the Information Technology Services Centre (ITSC) in May 2013.

The survey contained four core sections, 26 questions in total. Besides, open-ended comment boxes obtained 313 different written comments and opinions. Common suggestions included enhancement of the network infrastructure, extended equipment loan services, etc.

2. ITSC Sections

The Information Technology Services Centre provides computing, networking, audio-visual, multi-media and information system services to support teaching, learning, communications and administration activities. Administrative systems are also developed and maintained to support finance, human resources, student and alumni functions.

ITSC consists of three major functional sections to provide services to users

Enterprise Application Section (EAS)

Application Services Team

Web Services Team

Customer Support Section (CSS)

Multimedia & AV Services Team

Desktop Services Team

System Support Services Team

Infrastructure Services Section (ISS)

Network Services Team

Data & System Services Team

The survey evaluates services provided by these sections.

3. Results of the 2013 survey

Following is the summary of the 2013 ITSC student survey.

The survey required users to rate from “Strongly Agree” to “Strongly Disagree”, rating from 5 marks to 1 mark respectively. User might choose “Not use / Not applicable” if the question was unrelated to them and it would not be counted in the calculation.

3.1. IT SUPPORT SERVICES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Responses

Mean

1.1   I found ITSC's Hot-line and student support services timely and useful. 14 118 93 20 10 255 3.42
1.2   ITSC's Help Service provided at the Information Commons (1/F, Library) renders satisfactory assistance and support to me. 24 130 89 17 7 267 3.55
1.3   Student helpers located at the MB412 computer labs are helpful and courteous. 11 89 103 35 8 246 3.24
1.4    ITSC provides helpful support services for Mobile devices (e.g. smart phones, tablets, notebooks, etc). 22 132 77 22 9 262 3.52
1.5    ITSC provides me with sufficient and useful IT Security Awareness training. 9 110 93 35 11 258 3.28
1.6    The annual “Notebook Discount Sale” programme conducted at the beginning of each academic year is useful and beneficial to students. 45 122 71 20 11 269 3.63
1.7    The Information Literacy (IL) courses give me good opportunity to acquire practical IT skills. 11 106 109 19 7 252 3.38
1.8    ITSC provides sufficient communication channels (e.g. hot-line, emails, student helpers, regular meetings… etc) for students to provide comments, suggestions and feedback on my IT needs. 15 123 103 21 11 273 3.4
 
Statistic

1.1 I found ITSC's Hot-line and student support services timely and useful.

1.2 ITSC's Help Service provided at the Information Commons (1/F, Library) renders satisfactory assistance and support to me.

1.3 Student helpers located at the MB412 computer labs are helpful and courteous.

1.4 ITSC provides helpful support services for Mobile devices (e.g. smart phones, tablets, notebooks, etc).

1.5 ITSC provides me with sufficient and useful IT Security Awareness training.

1.6 The annual “Notebook Discount Sale” programme conducted at the beginning of each academic year is useful and beneficial to students.

1.7 The Information Literacy (IL) courses give me good opportunity to acquire practical IT skills.

1.8 ITSC provides sufficient communication channels (e.g. hot-line, emails, student helpers, regular meetings… etc) for students to provide comments, suggestions and feedback on my IT needs.

Mean 3.42 3.55 3.24 3.52 3.28 3.63 3.38 3.40
Variance 0.74 0.71 0.76 0.79 0.8 0.96 0.64 0.75
Standard Deviation 0.86 0.84 0.87 0.89 0.89 0.98 0.8 0.87
Total Responses 255 267 246 262 258 269 252 273

 3.1. IT SUPPORT SERVICES survey result 1

 3.1. IT SUPPORT SERVICES survey result 2

 

Question 1 Information Technology Support Services

1.1   52% of the students agreed that the hotline and student services provided by ITSC could deliver promised services on a timely basis, 36% of them remained neutral and 12% disagreed.

1.2   58% of the students agreed that services provide at IC were satisfied, 33% of them remained neutral and 9% disagreed.

1.3   41% of the students agreed that the services provided by student helpers at MB412 were satisfied, 42% of them remained neutral and 17% disagreed.

1.4   59% of the students agreed that ITSC provided helpful support services for mobile devices, 29% of them remained neutral and 12% disagreed.

1.5   46% of the students agreed that ITSC provided them with sufficient and useful IT security awareness training, 36% of them remained neutral and 18% disagreed.

1.6   62% of the students agreed that the “Notebook Discount Sale” programme was useful and beneficial to students, 26% of them remained neutral and 12% disagreed.

1.7   46% of the students agreed that the Information Literacy (IL) courses gave them good opportunity to acquire practical IT skills, 43% of them remained neutral and 10% disagreed.

1.8   51% of the students agreed that ITSC provided sufficient communication channels for students, 38% of them remained neutral and 12% disagreed.

 

On average, 52% of the students were satisfied with IT support services, 36% of them remained neutral and 13% disagreed.

3.2. IT EQUIPMENT & FACILITIES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Responses

Mean

2.1 PCs and printers provided in the Computer Labs and Language Labs support my daily work. 41 131 64 19 15 270 3.61
2.2 The Internet & the Wi-Fi network services on the main campus are always available. 37 113 67 39 21 277 3.38
2.3 The Internet & the Wi-Fi network on the main campus have adequate speed and fast response time. 28 127 55 43 25 278 3.32
2.4 The Internet & the Wi-Fi network services in the Hostel are always available. 24 89 60 43 29 245 3.15
2.5 The Internet & the Wi-Fi network in the Hostels have adequate speed and fast response time. 14 98 70 43 25 250 3.13
2.6 The SoftPhone service (PC based IP phone application) in the Hostels and off-Campus is useful to me. 20 89 84 12 17 222 3.37
2.7 The multimedia/AV equipment on loan service is helpful to me. 15 120 91 11 11 248 3.47
2.8 The multimedia equipment setup in the Multimedia booth of the Information Common is useful to me. 16 116 92 8 12 244 3.48

 

Statistic

2.1 PCs and printers provided in the Computer Labs and Language Labs support my daily work.

2.2 The Internet & the Wi-Fi network services on the main campus are always available.

2.3 The Internet & the Wi-Fi network on the main campus have adequate speed and fast response time.

2.4 The Internet & the Wi-Fi network services in the Hostel are always available.

2.5 The Internet & the Wi-Fi network in the Hostels have adequate speed and fast response time.

2.6 The SoftPhone service (PC based IP phone application) in the Hostels and off-Campus is useful to me.

2.7 The multimedia/AV equipment on loan service is helpful to me.

2.8 The multimedia equipment setup in the Multimedia booth of the Information Common is useful to me.

Mean 3.61 3.38 3.32 3.15 3.13 3.37 3.47 3.48
Variance 1.02 1.24 1.27 1.39 1.18 0.99 0.73 0.74
Standard Deviation 1.01 1.12 1.13 1.18 1.08 0.99 0.85 0.86
Total Responses 270 277 278 245 250 222 248 244

3.2. IT EQUIPMENT & FACILITIES survey result 1
 3.2. IT EQUIPMENT & FACILITIES survey result 2

Question 2 IT Equipment & Facilities

2.1   64% of the students agreed that the PCs and printers provided in computer and language labs could support their daily work, 24% of them remained neutral and 13% disagreed.

2.2   54% of the students agreed that the Internet & Wi-Fi network services on the main campus were always available, 24% of them remained neutral and 22% disagreed.

2.3   56% of the students agreed that the Internet & the Wi-Fi network on the main campus had adequate speed and fast response time, 20% of them remained neutral and 24% disagreed.

2.4   46% of the students agreed that the Internet & the Wi-Fi network services in the Hostel were always available, 24% of them remained neutral and 29% disagreed.

2.5   45% of the students agreed that the Internet & Wi-Fi network in the Hostels had adequate speed and fast response time, 28% of them remained neutral and 27% disagreed.

2.6   49% of the students agreed that the SoftPhone service (PC based IP phone application) in the Hostels and off-Campus was useful to them. 80% of the participants (222 out of 279) had used the SoftPhone service, 38% of them remained neutral and 13% disagreed.

2.7   54% of the students agreed that the multimedia/AV equipment on loan service was satisfactory, 37% of them remained neutral and 9% disagreed.

2.8   54% of the students agreed that the multimedia equipment setup in the multimedia booth was useful to them, 38% of them remained neutral and 8% disagreed.

On average, 53% of the students were satisfied with the IT equipment and facilities provided by ITSC, 29% of them remained neutral and 18% disagreed.

3.3.   INFORMATION SYSTEMS & APPLICATIONS

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Responses

Mean

3.1 The Student Webmail is easy and reliable to use. 41 162 57 9 6 275 3.81
3.2 The Learning Management System (Moodle) enhances my learning and studying experience. 23 141 78 23 10 275 3.52
3.3 I am satisfied with the Banner student administration (Registration, Add/Drop, etc) services. 16 136 83 29 12 276 3.42
3.4 myLingnan Portal helps my access to useful information and applications (e.g. Banner, HK Weather, University information, My Calendar, e-learning platform, etc). 21 132 86 27 8 274 3.48
3.5 Turnitin (anti-plagiarism software integrated with the e-learning platform) is easy to access and helpful for avoiding plagiarism. 18 105 99 28 12 262 3.34
3.6 I find it easy to search for University’s information via the Lingnan homepage. 29 126 85 24 11 275 3.5
3.7 DegreeWorks can help me setting my study goals/plans and monitoring my academic progression. 19 106 90 34 10 259 3.35
3.8 VPN (Virtual Private Network) is easy to use and provides a secured channel for me to access campus e-resources. e.g. library e-books and Voice Over IP-Softphone communication. 28 90 100 20 7 245 3.46

 

Statistic

3.1 The Student Webmail is easy and reliable to use.

3.2 The Learning Management System (Moodle) enhances my learning and studying experience.

3.3 I am satisfied with the Banner student administration (Registration, Add/Drop, etc) services.

3.4 myLingnan Portal helps my access to useful information and applications (e.g. Banner, HK Weather, University information, My Calendar, e-learning platform, etc).

3.5 Turnitin (anti-plagiarism software integrated with the e-learning platform) is easy to access and helpful for avoiding plagiarism.

3.6 I find it easy to search for University’s information via the Lingnan homepage.

3.7 DegreeWorks can help me setting my study goals/plans and monitoring my academic progression.

3.8 VPN (Virtual Private Network) is easy to use and provides a secured channel for me to access campus e-resources. e.g. library e-books and Voice Over IP-Softphone communication.

Mean 3.81 3.52 3.42 3.48 3.34 3.5 3.35 3.46
Variance 0.65 0.81 0.83 0.78 0.85 0.88 0.87 0.81
Standard Deviation 0.8 0.9 0.91 0.88 0.92 0.94 0.93 0.9
Total Responses 275 275 276 274 262 275 259 245

 3.3.   INFORMATION SYSTEMS & APPLICATIONS survey result 1
3.3.   INFORMATION SYSTEMS & APPLICATIONS survey result 2

Question 3 Information Systems and Applications

3.1   74% of the students agreed that the student webmail system was easy and reliable to use, 21% of them remained neutral and 5% disagreed.

3.2   60% of the students agreed that the learning management system (Moodle) enhanced their learning and studying experience, 28% of them remained neutral and 12% disagreed.

3.3   55% of the students agreed that the Banner student administration (Registration, Add/Drop, etc) services were satisfactory, 30% of them remained neutral and 15% disagreed.

3.4   56% of the students agreed that the myLingnan Portal provided them with adequate information, 31% of them remained neutral and 13% disagreed.

3.5   47% of the students agreed that Turnitin was easy to access and helpful, 38% of them remained neutral and 15% disagreed.

3.6   56% of the students agreed that it was easy to search university information via the Lingnan Homepage, 31% of them remained neutral and 13% disagreed.

3.7   48% of the students agreed that DegreeWorks could help them set their study goals/plans, 35% of them remained neutral and 17% disagreed.

3.8   48% of the students agreed that VPN was easy to use, 41% of them remained neutral and 11% disagreed.

On average, 56% of the students were satisfied with the Information Systems and Applications, 32% of them remained neutral and 13% disagreed.

3.4 OVERALL RATING

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Responses

Mean

4.1 Overall speaking, ITSC provides promised services to meet my computing and learning needs.

10 166 77 13 9 275 3.56

 3.4 OVERALL RATING survey result

On average, 64% of the students were satisfied with the service provided by ITSC, 28% of them remained neutral and 8% disagreed.