Shkurko O. Service Quality Management for Users of Scientific Libraries of Higher Educational Institutions in Ukraine

This dissertation examines the development of theoretical and methodological foundations for the implementation of a quality management system (QMS) for the use in scientific libraries of higher educational institutions (HEI). It demonstrates that one of effective methods for improving the quality of service can be international standards of the ISO 9000 series based on TQM — total quality management. The essential features of service quality management in scientific libraries as structural divisions of universities are outlined. It is established that ensuring high quality of the educational process and scientific research in universities of Ukraine in accordance with the standards of higher education is carried out through the observance of licensing requirements, the introduction of domestic and European standards for quality of education, in particular the principles set forth in the international standard ISO 9001: 2015, effective systems of internal and external quality assurance of educational activities, the application of principles of competitiveness, academic integrity, and transparency of universities. A comprehensive analysis of the current state of quality management in scientific libraries of the university is carried out, showing that this approach enables to move to the level of European standards, promotes the implementation of innovations to improve activities, and helps to realize the focus on the needs of users of information services — which is the main requirement of the QMS.