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ITSC

Student Survey Report 2011/12

1. Introduction

To help ITSC 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 Nov 2012.

The survey contains four core sections, 26 questions in total. Besides these core questions, open-ended comment boxes obtained 230 different written comments and opinions. Common suggestion included 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 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 2012 survey

Following is the summary of the 2012 ITSC student survey.

The survey required users to rate from “Strongly Agree” to “Strongly Disagree”, rate from 5 marks to 1 mark respectively. Users may choose “Not Use / Not Applicable” if the question is un-related to them and it will not be counted in the calculation.

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.

16 109 68 11 6 20 210 3.56

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

23 108 67 11 3 18 212 3.65

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

23 94 65 13 6 29 201 3.57

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

31 94 56 19 8 22 208 3.58

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

18 88 74 20 8 22 208 3.42

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

52 73 60 22 9 14 216 3.63

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

20 82 81 15 2 30 200 3.52

1.8 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.

24 102 70 14 9 11 219 3.54
 

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 ITSC provides helpful support services for Mobile devices (e.g. PDA, smart phones, 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 and the online LearnKey CBT courses give me good opportunity to acquire practical IT skills.

1.8 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

3.56 3.65 3.57 3.58 3.42 3.63 3.52 3.54

Variance

0.68 0.64 0.79 0.96 0.84 1.17 0.66 0.85

Standard Deviation

0.82 0.80 0.89 0.98 0.92 1.08 0.81 0.92

Total Responses

210 212 201 208 208 216 200 219

 

3.1. IT SUPPORT SERVICES survey result 1

3.1. IT SUPPORT SERVICES survey result 2
 

Question 1 Information Technology Support Services

1.1             92% of the students strongly agreed, agreed or partially agreed that the hotline and student services provide by ITSC could deliver promised services on a timely basis.

1.2             93% of the students strongly agreed, agreed or partially agreed that services provide at IC were satisfied.

1.3             91% of the students strongly agreed, agreed or partially agreed that the service provided at MB412 and NAB213 were satisfied.

1.4             87% of the students strongly agreed, agreed or partially agreed that ITSC provided helpful support services for Mobile devices.

1.5             87% of the students strongly agreed, agreed or partially agreed that ITSC provided them with sufficient and useful IT Security Awareness Training.

1.6             86% of the students strongly agreed, agreed or partially agreed that the “Notebook Discount Sale” program was useful and beneficial to students.

1.7             92% of the students strongly agreed, agreed or partially agreed that the Information Literacy (IL) courses provided them with good opportunity to acquire practical IT skills.

1.8             89% of the students strongly agreed, agreed or partially agreed that ITSC provide sufficient communication channels for students.

On average, 90% of the students were satisfied with the  IT support services.

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 Computer Labs and Language Labs support my daily work.

45 99 48 17 11 7 220 3.68

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

22 64 66 40 32 3 224 3.02

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

18 48 83 39 36 3 224 2.88

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

19 47 46 48 47 20 207 2.72

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

15 49 53 45 43 22 205 2.75

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

18 55 53 30 9 62 165 3.26

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

26 83 57 14 4 43 184 3.61

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

17 81 71 11 4 43 184 3.52

 

Statistic

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

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

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

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

2.5 The Internet & 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

3.68 3.02 2.88 2.72 2.75 3.26 3.61 3.52

Variance

1.09 1.43 1.34 1.67 1.53 1.11 0.81 0.69

Standard Deviation

1.04 1.20 1.16 1.29 1.24 1.05 0.90 0.83

Total Responses

220 224 224 207 205 165 184 184

3.2. IT EQUIPMENT & FACILITIES survey result 13.2. IT EQUIPMENT & FACILITIES survey result 2 

Question 2 IT Equipment & Facilities

2.1             87% of the students strongly agreed, agreed or partially agreed that the PCs and printers provided in computer labs and language could support their daily work.

2.2             68% of the students strongly agreed, agreed or partially agreed that the Internet & Wi-Fi network services on the main campus were always available.

2.3             67% of the students strongly agreed, agreed or partially agreed that the Internet & the Wi-Fi network on the main campus provided adequate speed and fast response time.

2.4             54% of the students strongly agreed, agreed or partially agreed that the Internet & the Wi-Fi network services in the Hostel were always available.

2.5             57% of the students strongly agreed, agreed or partially agreed that the Internet & Wi-Fi network in the Hostels provided adequate speed and fast response time.

2.6             76% of the students strongly agreed, agreed or partially agreed that the SoftPhone service (PC based IP phone application) in the Hostels and off-Campus was useful to them. 73% of the participants (165 out of 227) used the SoftPhone service.

2.7             90% of the students strongly agreed, agreed or partially agreed that the multimedia/AV equipment on loan service was satisfied.

2.8             92% of the students strongly agreed, agreed or partially agreed that the multimedia equipment setup in the multimedia booth was useful to them.

On average, 74% of the students were 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 System is easy and reliable to be used.

43  96 63  16 8  1 226  3.66

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

 31  93  69  24  9  1  226  3.50

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

 19  92  69  32  13  2  225  3.32

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).

 28  99  65  21  9  5  222  3.52

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.

 25  75  63  29  11  24  203  3.36

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

 25  84  84  21  9  4  223  3.43

3.7 DegreeWorks can help me set my study goals/plans and monitor my academic progression.

 21  65  81  25  15  20  207  3.25

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

 19 69  74 14  8 43  184 3.42

 

Statistic

3.1 The Student Webmail System is easy and reliable to be used.

3.2 The Learning Management System (Moodle) enhances my learning 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 to improve my experience on using citations.

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

3.7 DegreeWorks can help me set my study goals/plans and monitor my academic progression.

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

Mean

 3.66  3.50 3.32  3.52 3.36  343 3.25  3.42

Variance

 0.96  0.98  1.02  0.94  1.09  0.90  1.07  0.87

Standard Deviation

 0.98  0.99  1.01  0.97  1.05  0.95  1.04  0.93

Total Responses

 226 226  225 222  203 223  207 184

 3.3.   INFORMATION SYSTEMS & APPLICATIONS survey result 1

 3.3.   INFORMATION SYSTEMS & APPLICATIONS survey result 2

Question 3 Information Systems and Applications

3.1             89% of the students strongly agreed, agreed or partially agreed that the Student Webmail System was easy and reliable to be used.

3.2             85% of the students strongly agreed, agreed or partially agreed that the Learning Management System (Moodle) enhanced their learning experience.

3.3             80% of the students strongly agreed, agreed or partially agreed that the services provided by the Banner student administration (Registration, Add/Drop, etc) services were satisfied.

3.4             86% of the students strongly agreed, agreed or partially agreed that the myLingnan Portal provided them with adequate information.

3.5             80% of the students strongly agreed, agreed or partially agreed that the Turnitin was easy to access and helpful to improve their experiences on using citations..

3.6             87% of the students strongly agreed, agreed or partially agreed that it was easy to search University's information via the Lingnan homepage.

3.7             81% of the students strongly agreed, agreed or partially agreed that the DegreeWorks could help them set their study goals/plans.

3.8             88% of the students strongly agreed, agreed or partially agreed that VPN was easy to be used.

On average, 85 % of the students were satisfied with the Information Systems and Applications.

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.

18 108 74 16 9 2 225 3.49

 3.4 OVERALL RATING survey result

On average, 89% of the students were satisfied with the services provided by ITSC.