辽宁省高等教育自学考试经历了三十多年的改革与发展，取得了许多令人赞赏的优异成果。但辉煌成就的背后也存在许多问题。近年来辽宁省自考人数大幅下滑，从高峰时期的每次30多万参考学生滑落到目前的不到9万人。除去适龄考生人数减少和其它高等教育形式扩大招生规模的外部原因，辽宁省高等教育自学考试体系内部也有很多不足，其中之一就是服务质量的欠缺。事实上提高对考生的服务质量和满意度是目前我们能做到而且应该做到的，在提高信息化服务水平和组织考试管理水平等方面都大有可为。同时，研究者本人从事自学考试工作十年，对此问题认识较为深刻也希望深入探究。基于以上的研究背景，本研究选取辽宁省具有代表性的五个城市的1000名自考学生和相关自考工作人员作为调查对象，对辽宁省高等教育自学考试服务体系的现状进行实证调查与分析。研究发现目前辽宁省高等教育自学考试服务体系存在以下问题：一是信息化水平较低，主要表现在信息发布渠道单一，未开通网上服务平台，未普及网络助学和过程考核；二是人本化意识不强，主要表现在缺乏对考生需求的调研，考点安排不合理，自考工作人员服务意识不强。基于以上研究成果，为完善辽宁省高等教育自学考试服务体系，笔者提出如下对策：针对信息化水平较低的问题，一是尽快搭建网络服务平台；二是提升平台服务质量；三是加强网络助学宣传力度；四是完善过程考核制度。针对人本化意识不强的问题，一是完善调研制度；二是优化考场编排制度；三是加大培训力度。

After 30 years’ reform and development, Liaoning STE has obtained admirable and outstanding achievements. But, there are still many problems behind this brilliance. In recent years, Liaoning STE has a sharp decline in number of examinee, from peak time of 300000 examinees every time to present trough time of no more than 90000 examinees every time. Liaoning STE system has some internal shortages, and one of them lies in lack of service quality, apart from external reasons, such as, the decrease of age-appropriate examinees and the expand of enrollment size of other higher education forms. Actually, what we can do and should do is to increase the service quality and satisfaction degree of examinees, and we have bright prospects of increasing service level of informatization and management level of organizing examination. In the meantime, the researcher has engaged in the work about STE for 10 years so that we believe the research is profound. Based on above research background, this research chooses representative 1000 STE examinees and related staffs from Liaoning province as the research targets so as to investigate empirically and analyze the status quo of Liaoning STE service system. The research has a discovery of problems in Liaoning STE service system: First, the level of informatization is low; it mainly lies in the single channel to release information, as well as no access to web service platform, no popularity of web aided study and process assessments. Second, the sense of humanism is weak; it mainly lies in lack of the investigation for examinees’ needs, unreasonable arrangements of examination rooms, STE staffs’ weak service sense.Based on above findings, in order to improve Liaoning STE service system, the researcher gives following countermeasures. With regard to the low level of informatization: First, set up web service platform as soon as possible. Second, increase the quality of platform service. Third, reinforce the propaganda strength of web aided study. Fourth, improve the rules of process assessments. With regard to weak sense of humanism: First, improve the investigation rules. Second, optimize the rules of arranging examination rooms. Third, increase training.