Staff perception of service delivery in support units of a university

It is important for institutional research to be undertaken into staff perceptions of service delivery on our campuses. However, literature review suggests a dearth of such studies within the Australasian region, particularly regarding support units of universities. This study reports on an investigation into University staff perceptions of importance, satisfaction and frequency of use of services provided by the Resources Group within a University of Technology. The quantitative analysis indicate that mean importance (using a four point scale) of the services varies from 2.9 for Legal University services to a maximum figure of 3.6 for Information Technology Services. On the other hand, mean satisfaction rates (again using a four point scale) vary from a minimum of 2.7 for Facilities and Services to 3.7 for Legal Services provided on campus. Statistical inferential analysis suggests that staff perception of Resources Group service importance and satisfaction varies with certain demographic variables. These findings can be used to effect continuous improvements in future services delivery at the University.