Quality of Provision of Digital Products and Services by Libraries as a Scientific Problem

The study examines the quality of provision of digital products and services by libraries, drawing on an analysis of classical quality management concepts and modern publications by domestic and foreign experts. Dominant trends in quality management for digital products and services provided by public and scientific libraries in the European Union, the United States, China, Japan, and the Russian Federation are identified. The aim of the study is to elucidate these trends through a multifaceted methodological approach, including: a) terminological analysis of the quality problem in classical concepts and their comparative analysis; b) a method of document analysis to characterize the degree of study of the issue and the specifics of quality management; c) a typological analysis of quality management to identify its regional specifics; d) a comparative analysis of the experience of public and scientific libraries to identify new trends in the quality management of digital products and services by libraries; e) conceptual modeling in the development of the problem of digital maturity management; f) structural analysis for the development of levels of library quality management and organizational and methodological recommendations for the effective study of this level. It is emphasized that the author’s approach incorporates conditions for studying quality management as a scientific problem: a) systematicity; b) structuredness; c) criteria-based evaluation; and d) measurability. Particular attention is paid to the objects of study regarding digital maturity as a metric of effective quality management in service provision, encompassing: a) resource provision and use of digital infrastructure channels; b) digital transformation of processes and technologies; c) digital transformation of products and services; d) digital transformation of personnel management; e) digital transformation of library management system. Specific indicators suitable for quality management in different types of libraries are proposed.