A dynamic perspective-based study on constructing an evaluation model for smart knowledge service quality in academic libraries

Abstract

A rigorous and effective evaluation of smart knowledge service quality in academic libraries is essential for informed decision-making and resource optimization, serving as a foundation for rational planning, the advancement of smartification, and the fulfillment of diverse user needs in the digital era. However, most existing studies rely on static evaluation methods, which are insufficient to capture the dynamic patterns and trends of service quality and lack effective monitoring tools in the context of evolving technologies and user demands. To address this gap, this study introduces a system dynamics approach to construct a dynamic evaluation model for smart knowledge service quality in academic libraries. The proposed model comprises three interrelated dimensions—service support, service content, and service effect—each represented by a set of quantifiable indicators. Causal loop diagrams and stock-flow models are employed to characterize the interactions and feedback mechanisms among these indicators. The results demonstrate that the model effectively captures the evolution process of service quality and provides a scientific basis and practical guidance for resource allocation, service optimization, and the advancement of smartification in academic libraries.