Evaluation of Customers' Services in Al-Quds Open University Information Systems Using WCA Model

Abstract

Evaluation of Customers' Services in Al-Quds Open University(QOU) Information Systems Using WCA Model

This study attempts to highlight on the importance of using Information Technology (IT) at Al-Quds Open University (QOU) in Palestine. This goal will be achieved by evaluation of customers services in QOU information systems using Work Centered Analysis(WCA) framework. Also it attempts to gather the opinion of the information system users within the target group on the usefulness of information system, and to discover what problems have been encountered or are anticipated with the information system. In the light of this, the study offers recommendations and solutions to decision makers at QOU, necessary for overcoming obstacles and problems facing the customers and users of the information system.

The descriptive research to support this study uses survey methods to investigate the technology used at QOU, the obstacles that facing customers of the information system, the level of training used by ICTC, and personal attitudes of customers towards using information system. Out of the total of 500 questionnaires distributed to five educational regions (Northern Educational Regions in Palestine) at QOU only 299 questionnaires are received (59.8%) which is an acceptable percentage in such studies.

The findings of this study showed that, The Total Degree Of General Evaluation of Information Systems at ICTC which has a mean of 3.26 and a percentage of 65.1% with a degree of evaluation of "Medium". Also it showed that, Alquds Open University is really supports the process of directing e-learning, through supporting information systems, especially computers for the staff and learners, and updating computer devices. The Portal of QOU is user Friendly, but customers (Staff and Learners) of the information system at QOU are not aware of using the Portal. The staff of ICTC and Lab. Technicians are doing their job perfectly in the field of maintaining computers.

The study came to the following recommendations: Decision Makers at QOU should realize that information technology is a success factor, a corner stone, and a competitive advantage in the process of distant learning and e-learning. Director and people of ICTC should update the Portal of the university continuously, update software and hardware continuously, quick response to the needs of educational regions in the field of hardware and software, and more training for all employees. Directors of Educational Regions should plan carefully for the needs of educational region from computer Labs. each year once at least. Technicians in Educational Regions should keep the computers always working normally, and update the software programs continuously.