INFORMATION TECHNOLOGY SERVICES

 

IUN USER SATISFACTION SURVEY

 

MASTER 2001

Instructions:

Please fill out each question as completely as possible by circling your choice (or choices) for each question. Most of the questions ask for your level of satisfaction for a given service based on a five-point scale. The scale represents a spectrum: 1 signifies that you are not at all satisfied with a service, and 5 means you are very satisfied. If you are not familiar enough with a particular service to make an evaluation, please circle 7 for cannot evaluate this service. If you have no knowledge of the service in question, please circle 8 for never heard of service rather than not answering the question.

 

INFORMATION TECHNOLOGY SERVICES SURVEY ON INFORMATION SERVICES AT INDIANA UNIVERSITY-NORTHWEST, GARY - MASTER 2001


            COMPUTING AND COMPUTER NETWORKING

1. Overall, how satisfied are you with the computing environment offered by Information Technology Services (IUNITS) during the past year (e.g., open computing labs, electronic mail, computer network, telephone consulting at 981-HELP, World Wide Web)? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

2. Overall, how important are Information Technology systems and services to your work or study? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

3. On a weekly basis, approximately how many hours do you use a computer? [All]

_______

hours

4. How would you rate your computer expertise? [All]

Novice

     

Expert

1

2

3

4

5

5. Do you have a computer at your residence (desktop computer or a laptop that you use at home)? [All]

Yes

No (if "No," GO TO Question #6)

                    a. If you have a computer in your residence, what type of computer is it? [All]

1.

Intel-compatible computer running Windows 95, 98/ME

2.

Intel-compatible computer running Windows NT or Windows 2000

3.

Apple Macintosh or compatible

4.

Unix workstation (including microcomputers running LINUX)

5.

Other (Please specify): _____________________________

                           b. If you access IUN computing systems, please indicate the service you use. Please circle all that apply. [All]

1.

Local modem pool

2.

Commercial Internet Service Provider for lower speed service, 56kb/s and below (e.g., Microsoft Network, America Online, NetNitco, etc.)

3.

Digital Subscriber Line (DSL) service from an Internet service provider with high-speed connectivity (e.g., Ameritech)

4.

Cable Modem Service from local cable television service provider that offers high-speed connectivity (e.g., TCI, Ameritech, etc.)

5.

Campus Network

6.

Other (please specify): ________________________________________________

             ELECTRONIC MAIL

6. IUNITS supports electronic mail systems to send messages (e-mail) to others at IUN and worldwide. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. [All]

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Pine (the mailer on the IUB computers)

1

2

3

4

5

7

8

IUN WebMail

1

2

3

4

5

7

8

IU WebMail

1

2

3

4

5

7

8

Outlook Express

1

2

3

4

5

7

8

Netscape Messenger

1

2

3

4

5

7

8

7. Which e-mail system do you use most often (please circle one)? [All]                                  

Pine    

IUN WebMail      

IU WebMail   

Outlook Express   

Netscape Messenger  

Other (please specify): __________________________

8. If you use an external mail service (e.g. Hotmail, Yahoo mail, AOL, etc.), indicate the usage frequency (please circle one): [All]

Always  Frequently  Occasionally

9. How satisfied are you with the central e-mail list server (Listserv@indiana.edu)? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

10. Overall, how satisfied are you with the electronic mail systems available at IUN? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             USER SUPPORT SERVICES

11. IUNITS provides a wide range of assistance for computer users. If you have received help from any of the following sources in the past year, please indicate your satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Telephone consulting (IUNITS Support Center, 981-HELP, formerly "Help Desk") [All]

1

2

3

4

5

7

8

Walk-in consulting at IUNITS Support Center (Raintree 204, account services, E-mail, microcomputer assistance, academic software installation) [All]

1

2

3

4

5

7

8

Online consulting resources (Support Center Web Site, Knowledge Base, Computing Help Online) [All]

1

2

3

4

5

7

8

Online account creation process for central UITS computers [All]

1

2

3

4

5

7

8

UITS communications and publications on paper [All]

1

2

3

4

5

7

8

UITS News Vehicle (Monitor) [All]

1

2

3

4

5

7

8

Availability of information concerning IUNITS computers and services [All]

 

2

3

4

5

7

8

Education Program Hands-on Computing Classes [All]

1

2

3

4

5

7

8

NETg online training [All]

1

2

3

4

5

7

8

Getting software via IUWare Online [All]

1

2

3

4

5

7

8

IUWare CD-ROM [All]

1

2

3

4

5

7

8

12. Overall, how satisfied are you with the user support services available at IUN? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             INSTRUCTIONAL AND STUDENT COMPUTING SERVICES

13. IUNITS maintains a number of computer facilities and services designated specifically for student use and instruction. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response. Note: Student Technology Centers, or STC, were formerly known as Open Computer Labs.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Student Technology Centers hardware (computers, scanners, etc.) [G,U]

1

2

3

4

5

7

8

Student Technology Centers software [G,U]

1

2

3

4

5

7

8

Student Technology Centers consulting overall [G,U]

1

2

3

4

5

7

8

Knowledge and ability of Student Technology Centers consultants [G,U]

1

2

3

4

5

7

8

Courtesy and helpfulness of Student Technology Centers consultants [G,U]

1

2

3

4

5

7

8

Student Technology Centers overall [G,U]

1

2

3

4

5

7

8

Oncourse (Internet-based distributed learning environment) [G,U]

1

2

3

4

5

7

8

14. Overall, how satisfied are you with instructional and student computing services available at IUN? [G,U]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             CLASSROOM TECHNOLOGY SERVICES

15. IUNITS provides a number of services designed to facilitate the use of information technologies in the classroom. If you use these facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Instructional Media Services staff [F]

1

2

3

4

5

7

8

Instructional Media Services classroom equipment [F]

1

2

3

4

5

7

8

Advanced Technology Classrooms [F]

1

2

3

4

5

7

8

Your experience with the VIC technology [F]

1

2

3

4

5

7

8

Support services for VIC [F]

1

2

3

4

5

7

8

16. Classroom facilities vary from building to building and room to room. Overall, how satisfied are you with your classroom facilities (e.g. in terms of lighting, acoustics, projector screens, and aesthetics)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

17. Overall, how satisfied are you with instructional technology support in classrooms over the past year (e.g. delivery of equipment, permanent classroom equipment, equipment ordering procedures, support staff, selection of equipment)? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             UNIVERSITY INFORMATION SERVICES

18. Through the University Information Services Division, UITS supports a number of information systems in support of administrative services on campus. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Library online catalog [All]

1

2

3

4

5

7

8

Financial Information System (FIS) [F&S]

1

2

3

4

5

7

8

The Online Purchasing System (TOPS) {F&S}

1

2

3

4

5

7

8

Web Based Purchasing {F&S}

1

2

3

4

5

7

8

Information Access Services: [F&S]

1

2

3

4

5

7

8

IU Information Environment

1

2

3

4

5

7

8

Financial Data Retrieval System (FDRS)

1

2

3

4

5

7

8

Information Center (FOCUS)

1

2

3

4

5

7

8

Safeword cards [F&S]

1

2

3

4

5

7

8

INSITE (http://insite.indiana.edu, Web-based course listings, Bursar information, student advising, etc.) [G,U]

1

2

3

4

5

7

8

Online student advising (IUCARE) [G,U]

1

2

3

4

5

7

8

Bursar bill payment through the automated telephone payment system [G,U]

1

2

3

4

5

7

8

Registration and Drop/Add using automated telephone system [G,U]

1

2

3

4

5

7

8

19. Overall, how satisfied are you with student support systems made available by University Information Services at IUN? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

20. Overall, how satisfied are you with the administrative support systems available at EIUN?[F,S]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             NETWORK-BASED INFORMATION SERVICES

21. IUNITS supports access to and use of various network-based information services and tools. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Publishing on IUB Web servers (www.indiana.edu) [All]

1

2

3

4

5

7

8

Browsing on IUN Web servers (www.indiana.edu) [All]

1

2

3

4

5

7

8

Personal Web home pages (php.indiana.edu) [All]

1

2

3

4

5

7

8

IU Search (www.indiana.edu/resources/search.html) [All]

1

2

3

4

5

7

8

IUN Events Calendar (http://www.iun.edu/~cal) [All]

1

2

3

4

5

7

8

22. Overall, how satisfied are you with network-based information services? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             DATA NETWORK SERVICES

23. IUNITS provides campus networking, limited dial-in modem, data activations, and repair services. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Limited dial-in modem service [All]

1

2

3

4

5

7

8

Reliability of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,S]

1

2

3

4

5

7

8

Speed of office, laboratory, or classroom direct network connection (Ethernet data jack) [F,S]

1

2

3

4

5

7

8

Data jack activations [F,S]

1

2

3

4

5

7

8

Data jack repair services [F,S]

1

2

3

4

5

7

8

Internet and Web (WWW) access [All]

1

2

3

4

5

7

8

24. Overall, how satisfied are you with the network services available at IUN? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             VOICE SERVICES

25. The Telecommunications Division of IUNITS provides a wide range of telephone services to faculty, student, and staff customers. If you use such facilities and services, please indicate your overall satisfaction by circling the appropriate response.

 

Not at All Satisfied

 

Very Satisfied

Cannot Evaluate

Never Heard of Service

Campus Switchboard [All]

1

2

3

4

5

7

8

Telephone repair service [F,S]

1

2

3

4

5

7

8

Campus emergency telephone service [All]

1

2

3

4

5

7

8

Telephone equipment (e.g., telephone sets) [F,S]

1

2

3

4

5

7

8

Printed telephone directories [F,S]

1

2

3

4

5

7

8

Installation of campus office data jacks and telephones [F,S]

1

2

3

4

5

7

8

Campus office long distance service [F,S]

1

2

3

4

5

7

8

Campus office voice mail services (274-6245) [All]

1

2

3

4

5

7

8

Monthly invoice format [F,S]

1

2

3

4

5

7

8

Campus office telephone service consulting [F,S]

1

2

3

4

5

7

8

Teleconference service [F,S]

1

2

3

4

5

7

8

26. Overall, how satisfied are you with the services offered by the Telecommunications Division of IUNITS during the past year (e.g., Long Distance Calling Service, Telephone Service, Telephone Features, Voice Mail, Campus Switchboard, and Telephone Equipment)? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

             GENERAL ASSESSMENT

27. How helpful has the information technology environment at IUN been in your teaching activities? [F]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

28. How helpful has the information technology environment at IUN been in your research activities? [F,G]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

29. How helpful has the information technology environment been in your learning experience at IUN? [G,U]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

30. Please state your level of agreement with the following statement: The information technology environment was an important factor in my decision to attend IUN. [G,U]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

31. Overall, how satisfied are you with the information technology services (including telecommunications, instructional media, computing, and computer networking) offered by IUNITS during the past year? [All]

Not at All Satisfied

     

Very Satisfied

Cannot Evaluate

Never Heard of Service

1

2

3

4

5

7

8

 

             IMPROVEMENTS AND SUGGESTIONS

32. Are there additional comments you would like to make about University Information Technology Services?

 

 

 

 

______________________________________________________________________________

33. If you need an IT staff to contact you to discuss any aspect of IT services at IU-Northwest please provide the information requested below. This information will be passed on to the IT office, but your survey responses will remain confidential.

Name: Phone:
E-mail: Question/Problem related to:

 

Thank You for Your Assistance!

 

Center for Survey Research

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