服務評價是推動服務建設與質量優化的重要手段。高校圖書館情景敏感服務評價包括服務結果評價和服務過程評價。由于情景敏感服務的高度復雜性和動態性特征,需要基于多個維度,構建包含服務環境、服務資源、服務交互、服務效果等多個方面內容的、系統的服務評價指標體系,堅持定性與定量相結合,主觀與客觀相結合,從圖書館員和用戶等多個角度進行綜合評價,通過評價發現服務中存在的問題,為服務質量的持續改進提供參考指導。

Service evaluation is an important way to promote service construction and quality optimization. University library context-aware service evaluation includes service results evaluation and process evaluation. Owing to the complicate and dynamic characteristics of context-aware service,it is necessary to construct multidimensional and systematic service evaluation index system which includes service environment,service resources,service interaction and service effect. Combining qualitative and quantitative analysis,synthesizing subjective and objective evaluation,and carrying out comprehensive evaluation from the perspectives of librarian and user,the paper can provide references for improving service quality by identifying the problems in service through evaluation.