Assessment of the quality of international court libraries: a study of the African Union Court on Human and Peoples’ rights Library
Year: 2017
Type: dissertation
Study design: Observational Study
Abstract: The study sought to assess the quality of library services by investigating the gaps between various service quality variables using the LibQUAL, SERVQUAL and SERVPERF models. The pragmatic paradigm formed the basis of this study while the mixed methods approach was adopted. The convergent parallel mixed methods design \nwhere both quantitative and qualitative data collection methods and data were integrated \nwas adopted. Using the side-by-side comparison style, both sets of data were separately analysed and presented. The results were then compared to establish if they confirm or disconfirm each other. Questionnaires were administered to 94 users of the library. To \ncalculate the level of service quality, the study measured the service adequacy gap \n(SAG), service superiority gap (SSG), zone of tolerance (ZoT), and D-M scores. Followup focus group discussions (FGDs) were conducted to validate, supplement and further explore the issues that arose from data collected using the questionnaires. \nThe findings revealed a gap between the users’ expectations and perceptions of service \nquality and that library services were not meeting users’ expectations. The users’ \nexpectations exceeded their perceptions since all service quality scores (SAG, SSG, ZoT and D-M scores) were either low or negative. Generally, the library performed well in the dimensions that touch on human aspects of the library but did poorly in the aspects that touch on information collections, library space and equipment. There were no \nsignificant differences between the protocols, with the overall gaps between perceptions \nand desires being all negative. The findings of the FGDs confirmed those of the questionnaires. \nThe study recommended that the Court should allocate resources in a way that ensures human aspects of the library remain at high levels of service quality, while the shortcomings on aspects of information control, library space and equipment addressed. \nHowever, while addressing the physical space aspects, the library should bear in mind that users did not rate them as important for their purposes. This means that the library will need to invest in electronic content that can be accessed remotely by users. In view of the findings, the study concluded by developing a service quality framework on \nquality improvement and its sustenance at the library and the Court at large.
Author: Fidelis Katonga Mutisya
Language: English
Subfield: Library and Information Sciences
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2752701873