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User Satisfaction Survey of ICTO Services in Academic Year 2017/2018


The purpose for conducting this survey is to assess the degree of user satisfaction on using the information and communication technology services provided by ICTO in the academic year 2017/2018, which can help us in planning for continuous improvement and hence to provide better services. Target group of people for the survey is all staff members and students.

Survey Results


The survey is carried out during 23 April to 11 May, 2018. On-line questionnaire was sent to all students and staff members. The data collected is used for analysis purpose only.

There are 1,044 replies from students and 421 replies from staff members. The response rate is 10.97% and 26.83% respectively.

In the survey, 8 categories of information and communication technology service were given to respondents for rating. As information security is a key issue in nowadays information technology environment, one question was also included to access respondents’ opinion on whether ICTO had provided sufficient information on information security. In addition, the overall satisfaction level on the services provided by ICTO was addressed in the survey. In order to receive respondent’s precise opinions, two open-ended questions were listed in the survey to collect feedback from respondents on the aspect(s) of ICTO that they are most satisfactory with and the aspect(s) of ICTO that need(s) to be improved.

The survey results are shown below:

Satisfaction Level of Information Communication Technology Services (maximum score is 7)

Index of Information and Communication Technology Services

  • (S1) Email service
  • (S2) Network services
  • (S3) Office IT equipment
  • (S4) Administrative information systems (e.g. e-Leave, e-Payroll, e-Form, SIWeb, etc.) support services
  • (S5) eLearning support (e.g. UMMoodle, Community)
  • (S6) Research support – High Performance Computing Cluster (HPCC)
  • (S7) Information and communication technology trainings
  • (S8) Information security (such as email security, anti-virus, date encryption, etc.)

Scale of Measurement

Very Satisfied (7) < - - - - - > Very Dissatisfied (1)

ICTO has provided sufficient information on Information Security?

Overall satisfaction level on services provided by ICTO (maximum is 10)

Scale of Measurement

Very Satisfied (10) < - - - - - > Very Dissatisfied (1)

5 major aspects of ICTO that the respondents are most satisfactory with:

Aspects that the respondents think ICTO needs to improve: