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User Satisfaction Survey on ICTO Services

Overview

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, which can help us in planning for continuous improvement and hence to provide better services. Target group of people for the survey is all students, academic and administrative staff.

Survey Results

2020/2021
Period:  28 April to 14 May, 2021
Target respondents:  All students, academic staff and administrative staff
Data collection method: Anonymous on-line survey via email
No. of invitation: 12,331  (Student: 10,758, Academic staff: 617, Administrative staff: 956)
No. of response: 1,706  (Student: 1,372, Academic staff: 106, Administrative staff: 228)
Response rate: 13.84% (Student: 12.75%, Academic staff: 17.18%, Administrative staff: 23.85%)

The survey results are shown below:

Remarks:

  1. “Computer room and student printing services” was given to respondents for rating starting from the survey in 2018/2019.
  2. “Help Desk Service Support” was given to respondents for rating starting from the survey in 2020/2021.

(Rank 1 means enhancement needed with 1st priority, while Rank 2 with 2nd priority, and so on.)


Index of Information and Communication Technology Services

  • (a) Email service
  • (b) Internet services
  • (c) Wireless LAN services
  • (d) Administrative information systems support services
  • (e) Computer room and student printing services at Central Teaching Building
  • (f) eLearning support
  • (g) Research support – High Performance Computing Cluster (HPCC)
  • (h) Information and communication technology trainings
  • (i) Information security
  • (j) Office IT equipment
  • (k) Help Desk support service
  • (IT Security) Sufficient information on information security?

Scale of Measurement

(a – k)              Very Satisfied (7) < – – – – – > Very Dissatisfied (1)
(IT Security)  Strongly Agree (7) < – – – – – > Strongly Disagree (1)

2019/2020
Period:  25 May to 22 June, 2020
Target respondents:  All students, academic staff and administrative staff
Data collection method: Anonymous on-line survey via email
No. of invitation: 12,061  (Student: 10,456, Academic staff: 636, Administrative staff: 969)
No. of response: 1,141  (Student: 731, Academic staff: 142, Administrative staff: 268)
Response rate: 9.46% (Student: 6.99%, Academic staff: 22.33%, Administrative staff: 27.66%)

The survey results are shown below:

Remarks:

  1. “Network services” was given to respondents for rating in the survey of 2017/2018 and 2018/2019. It was separated into “Internet services” and “Wireless LAN services” in the survey of 2019/2020.
  2. “Computer room and student printing services” was given to respondents for rating starting from the survey in 2018/2019.

(Rank 1 means enhancement needed with 1st priority, while Rank 2 with 2nd priority, and so on.)


Index of Information and Communication Technology Services

  • (a) Email service
  • (b) Internet services
  • (c) Wireless LAN services
  • (d) Administrative information systems support services
  • (e) eLearning support
  • (f) Research support – High Performance Computing Cluster (HPCC)
  • (g) Information and communication technology trainings
  • (h) Information security
  • (i) Computer room and student printing services at Central Teaching Building
  • (j) Office IT equipment
  • (IT Security) Has ICTO provided sufficient information on information security?

Scale of Measurement

(a –j)              Very Satisfied (7) < – – – – – > Very Dissatisfied (1)
(IT Security)  Strongly Agree (7) < – – – – – > Strongly Disagree (1)

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