Computer Technology in Education: an Appraisal of Consumer Satisfaction Indeces Among Students of Faculty of Education Ahamadu Bello Universty, Zaria.

CHAPTER ONE
Introduction

Background Of The Study
Good customer satisfaction has an effect on the profitability of nearly every business. For example, when customers perceive good service, each will typically tell nine to ten people. It is estimated that nearly one half of American business is built upon this informal, “word-of-mouth” communication ( Kumar & Barani, 2012). Improvement in customer retention by even a few percentage points can increase profits by 25 percent or more (Kumar, 1995). The University of Michigan found that for every percentage increase in customer satisfaction, there is an average increase of 2.37% of return on investment (Keiningham & Vavra, 2001), quoted ( Kumar & Barani, 2012) Most people prize the businesses that treat them the way they like to be treated; they’ll even pay more for this service. However, a lack of customer satisfaction has an even larger effect on the bottom line. Customers who receive poor service will typically relate their dissatisfaction to between fifteen and twenty others. The average Customer satisfaction has received considerable attention in the marketing literature and practice in recent years. It affects several desirable outcomes like customer loyalty, worth-of-mouth promotion, and purchases. As such, increasing attention is given to customer satisfaction as a corporate goal, in addition to traditional financial measures of success. The concept of customer satisfaction has relevance to both single, discrete encounters and to relations hips. Often, in retail firms, the contact employee is the primary contact point for the customer before, during, and after the purchase
Computers have become commonplace in our personal as well as our professional lives (Naisbitt, 1984). We come across computers in the grocery store, the bank, our vehicles, our homes and our schools. Computers have made many of our everyday tasks easier and faster and made our society, as a whole, more productive (Roberts & Ferris, 1997). ..., education will be every citizen’s most prized possession. Our schools will have the highest standards in the world, igniting the spark of possibility in the eyes of every girl and boy. And the doors of education will be open to all. The knowledge and power of the Information Age will be within reach of not just a few, but of every classroom, every library, every child (Clinton, 1997).
“We are at the point in the history of education when radical change is possible, and the possibility for that change is directly related to computers” (Papert, 1980). This pronouncement by Papert was one of the many made by educators who recognized the potential of computers to change learning and teaching. In so doing, they drew attention to the computer and ignored other factors that would impact the computer’s potential in education.

Statement Of The Problems.

In fact, the value of computer in education can’t be over emphasized more especially when we look at the kind of packages installed in our systems, like the search engines, news, social networks, advertisements, games etc. More so, considering the learning arena which is full of variety of individuals searching for knowledge. The chances of every body owning his computer set is there and of different brand and make.
Therefore, the question is what are the prevailing factor that push one to opt for this type of system specifically the brand , programs or packages of his choices during the course of their studies. This is what the researcher is interested to explore by attempting to appraised the consumer satisfaction indices of students of Ahmadu Bello University in respect to computer technology education.

Purpose Of The Study.

The main purpose of the study is to appraised the consumer satisfaction indices of ABU students exposed to the use of computer technology in education. Which ultimately is to be achieved by the following objectives;

1. To identify the type /brand of computer used by the students.
2. To determine the nature of facility/programs entertain by the students while using their computer.
3. To evaluate the extent of satisfaction derived from the program access by the students using their computer.

Research Questions
1. What are the brand of computer set mostly used by the ABU students?.
2. What type of package/program mostly access by the students of ABU using their computer set?.
3. What are the extent of satisfaction derived from the program access by the students of ABU.

Research Hypothesis
Ho 1, There is no significant difference between the brand of computer system used and their gender.
Ho 2. There is no significant relationship between the type of package access by Abu students and the brand of computer system being used for academic activities.

CHAPTER TWO Literature Review
The related literature has been reviewed under the following sub-headings:
1. Theoretical or philosophical framework of computer technology in education.
2. Computers consumer satisfaction indices.
3. A.B.U Students.
4. Summary of literature review.

Theoretical or philosophical framework of computer technology in education.
The stimulus-response theory is also known as “the magic bullet or the hypodermic needle theory”. The theory states that media messages constitute a powerful stimulus capable of provoking immediate and predictable reactions in the audience.(skinner, 1957). Quoted Anaeto, Onabajo, and Osifeso, 2006. The principle known as the “multimedia principle” states that “people learn more deeply from words and pictures than from words alone” (Mayer, 1998). However, simply adding words to pictures is not an effective way to achieve multimedia learning. The goal is to instructional media in the light of how human mind works. This is the basis for Mayer’s cognitive theory of multimedia learning. This theory proposes three main assumptions when it comes to learning with multimedia:
1. There are two separate channels (auditory and visual) for processing information (sometimes referred to as Dual-Coding theory);
2. Each channel has a limited (finite) capacity (similar to Sweller’s notion of Cognitive Load);
3. Learning is an active process of filtering, selecting, organizing, and integrating information based upon prior knowledge.
Humans can only process a finite amount of information in a channel at a time, and they make sense of incoming information by actively creating mental representations. Mayer & Moreno,(1999), also discusses the role of three memory stores: sensory (which receives stimuli and stores it for a very short time), working (where we actively process information to create mental constructs (or ‘schema’), and long-term (the repository of all things learned). Mayer’s cognitive theory of multimedia learning presents the idea that the brain does not interpret a multimedia presentation of words, pictures, and auditory information in a mutually exclusive fashion; rather, these elements are selected and organized dynamically to produce logical mental constructs. Futhermore, Mayer, (2001), underscores the importance of learning (based upon the testing of content and demonstrating the successful transfer of knowledge) when new information is integrated with prior knowledge.
Design principles including providing coherent verbal, pictorial information, guiding the learners to select relevant words and images, and reducing the load for a single processing channel etc. can be entailed from this theory.
Engagement theory has emerged from the authors ' experiences teaching in electronic and distance education environments (see Shneiderman, 1994,1998; Shneiderman et al, 1995; Kearsley, 1997). The fundamental idea underlying engagement theory is that students must be meaningfully engaged in learning activities through interaction with others and worthwhile tasks. While in principle, such engagement could occur without the use of technology, we believe that technology can facilitate engagement in ways which are difficult to achieve otherwise. So engagement theory is intended to be a conceptual framework for technology-based learning and teaching.
Although not directly derived from other theoretical frameworks for learning, it has much in common with many such frameworks. For example, with its emphasis on meaningful learning, it is very consistent with constructivist approaches. Because it emphasizes collaboration among peers and a community of learners, it can be aligned with situated learning theories. Because its focuses on experiential and self-directed learning, it is similar in nature to theories of adult learning (i.e., androgogyrsr

Computer consumer satisfaction indices
According to Parry (2011) quoted American computer satisfaction index the( ACSI,) Apple scored 87 points, ahead of HP with a result of 78, Dell with 77, Acer also with 77 and Compaq with 75. All other manufacturers averaged 77. Apple holds the highest score on record for the eighth consecutive year. In a different review Krazit, (2009) narrated that Apple easily outdistanced it’s peers in a PC industry consumer satisfaction survey conducted by Forrester Research that found PC companies are only slightly more well-liked than insurance companies.
An overall satisfaction rating of 80 percent was good enough for Apple to trounce the second-place finisher, Gateway, which scored 66 percent. Forrester surveyed 4,564 U.S. consumers online in October in compiling the results, which were published Friday on the research firm 's Web site.
Apple and Gateway were followed by HP, Compaq, and Dell, respectively in the survey results. (Compaq, though part of HP, is generally counted separately in branding surveys because it is marketed very differently than HP-branded computers.) Gateway was the only Windows manufacturer to crack the 65 percent barrier, which is equivalent to an "okay" rating in Forrester 's survey. Apple 's 80 percent score fell into the "good" category.
The University of Michigan conducts a similar survey each summer and usually comes up with similar results: Apple leading the pack, but amid poor ratings for the overall industry. Only Internet service providers, cable/satellite companies, and health insurance companies scored worse as industries than the PC industry in Forrester 's survey; even airlines scored better than PC companies.
The timing of Forrester 's release of this data is likely not a coincidence, as Apple this week has responded to Microsoft 's latest PC ad campaign with statements emphasizing the Mac experience. Poor customer satisfaction ratings are the downside of Microsoft 's marketing message that Windows PCs are the bargain alternative to Macs, in that sometimes, you get what you pay for.
Muchmore, (2006). Opined that Yahoo Mail remains the most popular webmail service in the U.S., according to internet traffic-measuring firm comScore, with 84 million monthly unique users, but only by the thinnest of margins. Meanwhile Gmail, at 70 million is poised to surge past it. In another trend, the Apple iPhone is becoming a top way people consume email. So while Yahoo! Mail for iPhone (free), may have arrived a little too late to stem the Gmail tide, it helps Yahoo 's cause by delivering a much richer email experience than the one iPhone owners are accustomed to in the bundled Mail app. In a study conducted by Simpson et al (1999) it was found that 64% of the teacher educator used ICT in the production of traditional resources of overhead transparencies and hand outs using standard word processing package; 27% indicated that they made use of and had experience with more powerful communication and presentation software; 32% incorporated the use of any ICT software into the lectures and only 24% made use of CDi resource materials However, information technology application serves different purposes, such as knowledge sharing-portal, search engines, public administration, social service and business solution. Oshodi (1999) posits that awareness created towards the use of information and communication technology over the years is increasing in the classroom learning environment in the third world such that mere verbalization of words alone in the classroom to communicate ideas, skills and attitude to educate learner is futile.

CHAPTER THREE Methodology
In this chapter the researcher made an attempt to discuss the design of the study, the area of the study, population of the study, sample and sampling technique, instrument, validity, reliability, method of data collection and the method of data analysis.

Design
As was narrated by Nworgu (1991). Quoted Uzoagulu (2000). Design specifies how data relating to a given problem should be collected and analyzed. The design for this study is survey research design as it provided the procedural outline for the conduct of the investigation.

Area of study
In this investigation the area of the study is the main campus of Ahmadu Bello University, (ABU) Zaria particularly students in the Education faculty.
Population of the study
The study is essentially carried out in order to investigate some pertinent characteristics of the population relevant to the study. Therefore the population that consist the target is the (ABU) students specifically those of the faculty of education was studied. And comprises of the total of 3780 students With 2535 male and 1245 females.
Sample and Sampling Technique
In selecting the sample size for the study a statistical determination using “Yaro Yamane” formula for a finite population was adopted. The formula is given as; n= N/1+N(e)2
Where
n = the sample size N = the finite population e = level of significance (or limit of tolerable error) 1 = unity (a constant). n = 3,780/1+3,780(0.0025) =400 the sample size.
However, for the sampling technique, a convenience sampling approach was used in the study, as according to Ejifugha, (2004) said that provided that the population have the same characteristic features which exist and which are required in all the population the technique is allowed to be adopted.
Instrument For Data Collection
The only instrument for the data collection used is the questionnaire, which was design and developed by the researchers. The instrument comprises of two parts, the introductory part and the question items part. The question items was composed of about 22 items divided into three different sections based on the research questions. Some content simple tick of the correct responses provided via empirical suggestion by the researchers and a comprehensive list on the types of computers often Zoesystems computers. while others content a 5points likert scale of strongly agree (SA), agree(A), uncertain (UC), disagree(DA), strongly disagree(DA) and 4points likert of highly satisfied (HS), satisfied (S), moderately satisfied (MS), not satisfied (NS) structured closed-ended questions.

Validity of the instrument
After the construction of the instrument by the researchers efforts was made by the supervisor to validate the test instrument in particular, face and content validity for effective performance before taking it to the respondents. Which falls in line with Nkpa, (1997), quoted Uzoagulu (2000). Ideas on validating a questionnaire instrument tool.
Reliability of the instrument The consistency of the test instrument to measure whatever it purported to measure, a pilot study was conducted where ten (10)persons from the study population was used. The test items were administered to the ten respondents and a reliability coefficient of 95% was recorded. This according to Wiersma, (1969) quoted Uzoagulu (2000),” where a test instrument is dependablely stable in measuring,” it can be regarded as reliable instrument.
Method of data collection
In this research study the data was collected using questionnaire, which the researchers themselves distributed the instrument to the prospective respondents within the faculty on the bases of whoever was meet should be given. Then await to filled in the data needed and retrieved the filled questionnaire. Almost all the filled questionnaire were collected by the researchers via hand to hand conduct. A total return rate of 380 was retrieved given 95%.

Method of data Analysis
The data collected from the study was analyzed using mean since a likert-type scale was utilized in the collection of the data .However, in gaining knowledge or information of the population an inferential statistical analyzed was also applied. All deciding on the decision rule as follows: A mean of 3-5 should be accepted, while a mean of 2.9 below should be considered rejected or of no relrvance.

CHAPTER FOUR Presentation And Analyzes of Data
In this chapter, data for this study were analysed and presented based on the research questions and hypotheses that guided the study.

Research Question One What are the brand of computer set mostly used by the ABU students?.
Table No. 1 Shows the frequency and percentage of the brand/type of computer set used by ABU students.

s/n Type/Brand of computer set Frequency Percentage
1. Hewlett Packard (Hp) 16o 42.11
2. Acer 100 26.30
3. Toshiba 70 18.42
4. Sony 14 3.68
5. Dell 20 5.26
6. Thermo cool 1 0.26
7. Sharp 5 1.31

8. Apple Nil Nil
9. L.G 2 0.52
10. Compaq 8 2.11

HP having the highest percentage of 42.11, followed by Acer, Toshiba, Dell, Sony, Compaq etc.

Research Question Two What type of package/program mostly access by the students of ABU using their computer set?.
Table No. 2 Represent the mean score of respondents per each item. s/n Items Mean Remark
1. I always like to study (i.e. write my assignments, read essays, access internet etc.)using Microsoft word. 2.7 Rejected
2. During my studies I mostly access search engines Goggle, info.com etc. 3.5 Accepted
3. When it comes to computation of data/results I always utilize the spreadsheet (excel), programe. 1.9 Rejected
4. My presentations are mostly done using the PowerPoint package. 3.6 Accepted
5. Most often I browse into the social network like, (Facebook, Net Log. Yahoo etc.) even during school period. 3.6 accepted
6. I always like to read or study using your computer system. 2.7 Rejected

The area that have an average 3.5 and above are considered accepted, while those with the mean of 2.9 below are rejected.

Research Question Three What are the extent of satisfaction derived from the program/package access by the students of ABU?.
Table no. 3 Shows the responses by the respondents on the level of satisfaction derived from their computer package they accessed.
S/no. Items Mean Remark
1. Word Processing(Microsoft word) 3.6 Accepted
2. Ask.Com 3.8 Accepted
3. Spreadsheet (Excel) 1.9 Rejected
4. PowerPoint 1.9 Rejected
5. (Facebook, Net Log, Yahoo etc.). 3.7 Accepted
A mean of 3 and above is accepted, while that of 2.9 and below is rejected.

CHAPTER FIVE Discussion, Summary, Conclusion And Recommendation The discussion of the results, the summary and conclusion of the study as well as the recommendations has been presented in this chapter. Table 1 shows that Hewlett Packard (HP) which is a brand of computer, is found to be mostly used by the students of faculty of Education Ahamadu bello university, zaria where the data collected after the analysis scored a frequency of 160 producing a mean of 42.11percent. This indicates that from the assorted brand or types of computer sets studied, available with the ABU, zaria students HP came first. This appeared contrary with one of the survey conducted by Forrester where Apple came first in the list. Though Apple brand of computer was studied non of ABU students was found to be using it in this study. As part of the major findings of the study, majority of faculty of Education students of ABU, zaria do utilized the search engine like goggle, inf.com and their alike for their academic activities. Furthermore, they also uses power-point for most of their presentations. That is not enough many of the faculty students partake in the patronizing social network like Facebook, Net log, yahoo etc even during lesson period in their school days. This information was supported from the study after the data analysis with the score of a mean of 3.5, 3.6 and 3.6 again respectively. While extent to which students of faculty of education ABU, utilized Microsoft word, excel for computation, desktop for reading text all during the academic activities were found not to be part of the students of Faculty of Education business in the use of their computer sets for their academic activities. Where essentially, the analysised responses revealed a score mean of 2.7, 1.9, and 2.7 respectively. In table 3, a responses of the respondents on the level of satisfaction of students of faculty of education ABU Zaria to the available Apps in their computer sets were that the derived satisfaction while accessing Microsoft package for word processing, accessing search engine like ask. Com, and social network like facebook, Netlog etc. with the mean score of 3.6, 38 and 3.7 respectively. However, the students were not found to be utilizing spreadsheet, and power point in the course of their academic activities in the institution. In a related research conducted by muchmore, (2006) on the access and satisfaction derived using search engines, yahoo got the highest score, while in respect to this investigation ask.com provided higher satisfaction in terms of usability. Similarly, accessing social network in that perspectives applications like Facebook, Net log etc was equally said to provides enormous satisfaction to the usage in this investigation, with a mean score point of 3.7 which is regarded as accepted based on the decision rule. Invariably, power point, and spreadsheet (excel) couldn’t reflect any satisfaction level as the mean score of them after analysis was 1.9 each, which indicates rejection according to the decision rule.

Summary From the topic, Computer Technology in Education; An Appraisal of Consumer Satisfaction Indices Among Students of ABU Zaria a step by step investigation was conducted using a structured questionnaire consisting of about 22 items questions most of which are in lirkt scale based on the research question. A test of reliability using pilot study and a coefficient of 95% obtained. A sample size of 380 was utilized for the study and a one on one distribution strategy was done by the researchers for the collection data employed in carrying out the investigation. Finally, a mean was adopted for the analysis of the result where a conclusion realized was that most ABU faculty of Education students uses HP computer sets for their academic activities and that most of them are accessing search engines like goggle, inf.com etc for their academic pursuit, equally accessing power point for their studies presentations. Not only that they also browsed into social networks even during lecture period, indicated by a mean score of 3points and above. The implication of the findings of the studies is that majority of ABU faculty of Education students are not maximally utilizing their computer sets during their academic activities. Hence recommended that studies advice be introduced to the Faculty of Education students on the effective and judicious use of their computer sets towards their academic pursuit, learning how to maximally accessed and utilized all most all the apps and packages in their systems for Educational objectives.

Recommendations
In respect to the findings of the studies, the researchers recommended that a study guide or good study habit be emphasized or introduced to them for effective and maximal utilization of computer technology in Education by the faculty of Education students of ABU, Zaria.

REFERENCES
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COMPUTER TECHNOLOGY IN EDUCATION: AN APPRAISAL CONSUMER SATISFACTION INDICES AMONG STUDENTS OF FACULTY OF EDUCATION ABU, ZARIA

AN ASSIGNMENT OF COMPUTER IN EDUCATION, EDIT 804

BY

GAMBO SANTALI MED/EDUC/534/2011-2012
OWOLABI ADESHINA FADELE MED/EDUC/16339/2011-2012
SHEHU A. USMAN MED/EDUC/10295/2011-2012
USMAN HASHIMU MED/EDUC/2012/2011-2012
MURJANATU SANI GETSO MED/EDUC/4364/2011-2012

LECTURER: DR. JOSEPH AZIH

LECTURER: DR. J. AZIH.

References: Kumar, R. ,& Barani, G. (2012). Industrial Engineering Letters www.iiste.org ISSN 2224-6096 (print) ISSN 2225-0581 (online) Vol 2, No.2 Clinton, W. Clinton inauguration speech. [Online] Available usenet: //www.usia.gov/abtusia/posts/JA3/wwwcli3.html, January, 1997. Papert, S. (1980). Mindstorms: Children, computers and powerful ideas. New York: Basic Books Uzoagulu, A.E.,(2000) Mayer, R. E.; R. Moreno (1998). “A Cognitive Theory of Multimedia Learning: Implications for Design Principles”. http://www.unm.edu/~moreno/PDFS/chi.pdf. Moreno, R., & Mayer, R. (1999). “Cognitive principles of multimedia learning: The role of modality and contiguity”. Journal of Educational Psychology 91: 358–368. Mayer, R. E. (2001). Multimedia learning. New York: Cambridge University Press. G. Kearsley & B. Shneiderman(1997) Engagement Theory:A framework for technology-based teaching and learning Shneiderman, B Parry, D. (2011). Apple continues lead in PC consumer satisfaction index ACSI Krazit, T Oshodi, O. (1999). Introduction to instructional media. Lagos: Amazing Grace Press. COMPUTER TECHNOLOGY IN EDUCATION: AN APPRAISAL CONSUMER SATISFACTION INDICES AMONG STUDENTS OF FACULTY OF EDUCATION ABU,