Indicators for measuring the quality of electronic services in Algerian university libraries, a study in light of Arab and international standards (KPIs / ISO11620: 2023): Central Library of M’hamed Bougara Boumerdes University - a model

Abstract

This research paper aims to shed light on the quality of digital services provided by the Central Library of M'hamed Bougara Boumerdes University in the digital environment and the extent of their conformity with Arab and international performance indicators (KPIs / ISO11620: 2023). In addition to knowing their level of readiness in terms of resources and technological and human infrastructure to apply these indicators. The study relied on the descriptive analytical approach and the questionnaire as a tool for collecting data. The results showed that there is a relative match in the quality of digital services provided by the library under study, especially those available through its website in comparison with  the performance indicators (KPIs / ISO11620: 2023), despite the weak technological infrastructure of On the one hand, and the weakness of the budget on the other hand, the study recommended the necessity of planning a quality policy in accordance with Arab and international standards and performance indicators.