User satisfaction evaluation of the electronic student services system — iKnow

In this paper, we report a survey that gathered the opinions on electronic student services by implementing the iKnow system. The methodology to evaluate user satisfaction was based on realization of questionnaires, and surveys with students, as well as interviews with the teaching and administration staff. We have realized several surveys and questionnaires, not just during the development cycle, but also during first two years of exploitation. The results show that most respondents have a positive attitude towards the iKnow software system. A very interesting fact is the one about swing of the attitude towards better recognition of the system, mostly due to the understanding of iKnow possibilities at all. Overall, our findings imply that iKnow has alleviated much of the basic and long-range problems that have challenged students in the past. Additionally, the study also reveals some shortcomings of iKnow, and lays ground for defining and building an even better user experience with the iKnow system.