Skip to Main Content
Liberal Arts Education Transformation For Life
Start main Content

ITSC

Student Survey Report 2009/10

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).

The survey contains four core sections, 29 questions in total. Besides these core questions, 158 open-ended written comments and opinions were collected. There were suggestions and comments on the enhancement of the network infrastructure, extended equipment loan services, etc.

2. Overview

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 has three major functional sections providing IT 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 current survey evaluates services provided by these Sections.

3. Results of the 2010 survey

Following is a summary of the 2010 ITSC student survey.

Users were asked to rate each service from “Strongly Agree” to “Strongly Disagree” which is converted to scores from 5 to 1. User may choose “Not use / Not applicable”, if the question is not directly related to them, which will not be counted in the calculation of the mean score.

3.1. IT SUPPORT SERVICES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

1.1 ITSC's Hotline and student support services deliver promised services on a timely basis.

12

67

65

20

11

21

175

3.28

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

7

72

67

21

7

22

174

3.29

1.3 Student helpers located at the MB412 & NAB209 computer labs are helpful and courteous.

15

56

42

30

13

40

156

3.19

1.4 S Hostel Clinic is helpful and can assist me in solving PC and connection problems.

10

32

48

23

17

66

130

2.96

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

13

56

52

30

10

35

161

3.20

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

3

56

61

33

10

33

163

3.06

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

36

52

52

20

11

19

177

3.50

1.8 The Information Literacy (IL) courses and the online LearnKey CBT courses give me good opportunity to acquire practical IT skills.

10

58

59

22

10

35

161

3.24

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

9

64

71

25

11

16

180

3.19

 

Statistic

1.1 ITSC's Hotline and student support services deliver promised services on a timely basis.

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 & NAB209 computer labs are helpful and courteous.

1.4 Hostel Clinic is helpful and can assist me in solving PC and connection problems.

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

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

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

1.8 The Information Literacy (IL) courses and the online LearnKey CBT courses give me good opportunity to acquire practical IT skills.

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

Mean

3.28

3.29

3.19

2.96

3.20

3.06

3.50

3.24

3.19

Variance

0.95

0.77

1.24

1.26

1.07

0.87

1.26

0.96

0.91

Standard Deviation

0.97

0.88

1.11

1.12

1.04

0.93

1.12

0.98

0.95

Total Responses

175

174

156

130

161

163

1171

161

180

 

 

 

Question 1 Information Technology Support Services

1.1              82% of students strongly agreed, agreed or partially agreed that the hotline and student services provided by ITSC can deliver promised services on a timely basis.

1.2              84% of students strongly agreed, agreed or partially agreed that services provided at the Information Common are satisfactory.

1.3              72% of students strongly agreed, agreed or partially agreed that student helpers located at MB412 and NAB209 provide satisfactory services.

1.4              69% of students strongly agreed, agreed or partially agreed that Hostel Clinic was helpful and can assist them in solving PC and connection problems.

1.5              75% of students strongly agreed, agreed or partially agreed that ITSC provides helpful support services on mobile devices.

1.6              74% of students strongly agreed, agreed or partially agreed that ITSC provides sufficient and useful IT Security Awareness training.

1.7              82% of students strongly agreed, agreed or partially agreed that the “Notebook Discount Sale” programme is useful to them.

1.8              80% of students strongly agreed, agreed or partially agreed that IL and CBT courses give them good opportunity to acquire practical IT skills.

1.9              80% of students strongly agreed, agreed or partially agreed that ITSC provides sufficient communication channels for student to provide comments, suggestions and feedback on my IT needs.

Overall, 78% of students were satisfied with Support Services provided by ITSC.

3.2. IT EQUIPMENT & FACILITIES

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

2.1 PCs and printers provided in the General/Practicing Computer Labs (MB412, MB202, NAB213 & NAB209) are sufficient and can always keep up and running to support my daily work.

12

58

62

27

23

8

182

3.05

2.2 PCs in the Teaching Computer Labs (BUG19, BU321, NAB204 & NAB206) are sufficient and can always keep up and running to support my daily work.

6

59

60

15

11

39

151

3.23

2.3 PCs in Language Labs (AR128, NAB201, NAB202, NAB214 & NAB215) are sufficient and can always keep up and running to support my daily work.

9

59

52

19

11

40

150

3.24

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

15

45

55

34

28

13

177

2.92

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

12

38

54

34

41

11

179

2.70

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

10

33

46

30

46

25

165

2.58

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

6

30

44

26

56

28

162

2.41

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

4

34

44

23

17

68

122

2.88

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

10

65

60

15

7

33

157

3.36

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

5

59

70

18

5

33

157

3.26

 

Statistic

2.1 PCs and printers provided in the General/Practicing Computer Labs (MB412, MB202, NAB213 & NAB209) are sufficient and can always keep up and running to support my daily work.

2.2 PCs in the Teaching Computer Labs (BUG19, BU321, NAB204 & NAB206) are sufficient and can always keep up and running to support my daily work.

2.3 PCs in Language Labs (AR128, NAB201, NAB202, NAB214 & NAB215) are sufficient and can always keep up and running to support my daily work.

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

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

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

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

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

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

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

Mean

3.05

3.23

3.24

2.92

2.70

2.58

2.41

2.88

3.36

3.26

Variance

1.24

0.90

1

1.42

1.50

1.57

1.53

1.15

0.82

0.68

Standard Deviation

1.11

0.95

1

1.19

1.23

1.25

1.24

1.07

0.91

0.83

Total Responses

182

151

150

177

179

165

162

122

157

157

 

 

Question 2 IT Equipment & Facilities

2.1                73% of students strongly agreed, agreed or partially agreed that the PCs and printers provided in General/Practicing computer Labs (MB412, MB202, NAB213 & NAB209) were sufficient and could always keep up and running to support their daily work.

2.2                83% of students strongly agreed, agreed or partially agreed that the PCs provided in Teaching Computer Labs (BUG19, BU321, NAB204 & NAB206) were sufficient and could always keep up and running to support their daily work.

2.3                80% of students strongly agreed, agreed or partially agreed that the PCs provided in Language Labs (AR128, NAB201, NAB202, NAB214 & NAB215) were sufficient and could always keep up and running to support their daily work.

2.4                65% of students strongly agreed, agreed or partially agreed that the Internet & Wi-Fi network services on the main campus are always available.

2.5                58% of students strongly agreed, agreed or partially agreed that the Internet & Wi-Fi network on the main campus have adequate speed and fast response time.

2.6                54% of students strongly agreed, agreed or partially agreed that the Internet & Wi-Fi network services in the Hostel are always available.

2.7                49% of students strongly agreed, agreed or partially agreed that the Internet & Wi-Fi network in the Hostels have adequate speed and fast response time.

2.8                67% of students strongly agreed, agreed or partially agreed that the SoftPhone service (PC based IP phone application) in the Hostels and off-Campus is useful to them. 68% of the participants (126 out of 183) had used the SoftPhone service.

2.9                86% of students strongly agreed, agreed or partially agreed that the multimedia/AV equipment on loan service is helpful to them.

2.10               85% of students strongly agreed, agreed or partial agreed that the multimedia/AV equipment setup in the Multimedia booth of the Information Common is useful to them.

Overall, 70% of students satisfied with the IT Equipment and Facilities provided by ITSC.

3.3.   INFORMATION SYSTEMS & APPLICATIONS

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

3.1 The Student Webmail is easy and reliable to use.

21

84

53

14

12

5

184

3.48

3.2 The Blackboard E-learning platform enhances my learning and studying experience.

9

62

66

21

13

18

171

3.19

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

11

55

55

34

32

2

187

2.89

3.4 myLingnan Portal provides me with adequate information (e.g. HK Weather, Information Board, My Calendar, WebCT, etc).

9

72

68

20

10

10

179

3.28

3.5 Turnitin (anti-plagiarism software integrated with the e-learning platform) is easy to access and helpful to improve my experience on using citations.

7

51

74

16

10

31

158

3.18

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

10

81

64

18

13

3

186

3.31

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

14

62

59

21

12

21

168

3.27

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.

9

63

46

16

9

46

143

3.33

 

Statistic

3.1 The Student Webmail is easy and reliable to use.

3.2 The Blackboard E-learning platform 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 provides me with adequate information (e.g. HK Weather, Information Board, My Calendar, WebCT, etc).

3.5 Turnitin (anti-plagiarism software integrated with the e-learning platform) is easy to access and helpful to improve my experience on using citations.

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 securedchannel for me to access campus e-resources. e.g. library e-books  and Voice Over IP-Softphone communication.

Mean

3.48

3.19

2.89

3.28

3.18

3.31

3.27

3.33

Variance

1.03

0.97

1.39

0.87

0.83

0.94

1.05

0.95

Standard Deviation

1.01

0.98

1.18

0.93

0.91

0.97

1.02

0.98

Total Responses

184

171

187

1.79

158

186

168

143

 

 

Question 3 Information Systems and Applications

3.1              86% of students strongly agreed, agreed or partially agreed that the webmail system is easy and reliable to use.

3.2              80% of students strongly agreed, agreed or partially agreed that the Blackboard E-learning platform enhances their learning and studying experiences.

3.3              65% of students strongly agreed, agreed or partially agreed that the services provided by Banner student administration (Registration, Add/Drop, etc) services are satisfactory.

3.4              83% of students strongly agreed, agreed or partially agreed that the myLingnan Portal provided them with adequate information.

3.5              87% of students strongly agreed, agreed or partially agreed that turnitin is easy to access and helpful.

3.6              83% of students strongly agreed, agreed or partially agreed that it is easy to search university information via the Lingnan Homepage.

3.7              80% of students strongly agreed, agreed or partially agreed that DegreeWorks can help them setting their study goals/plans.

3.8              83% of the students strongly agreed, agreed or partially agreed that VPN is easy to use.

Overall, 80% of students satisfied with the Information Systems and Applications services provided by ITSC.

3.4 OVERALL RATING

Question

Strongly Agree

Agree

Partially Agree

Disagree

Strongly Disagree

Not use / Not applicable

Responses

Mean

4.1 Overall speaking, ITSC provides promised services that are valuable to me.

3

73

63

31

15

2

185

3.09

 

Overall, 75% of the students satisfied with the service provided by ITSC.