Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania

Abstract

Purpose

The study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.

Design/methodology/approach

The study adopted a quantitative approach in line with the tenets of the LibQUAL and SERVQUAL protocols, which were used as theoretical lenses and informed the development of questionnaires which were used to collect data. The target population consisted of 94 library users.

Findings

The study found that the library's best services, in terms of their quality and as perceived by users, lie in its human resources (i.e. affect of service, assurance and responsiveness). On the other hand, the lowest perceived level of services was recorded in the aspects related to information collection and physical facilities (i.e. library as a place and tangibles).

Research limitations/implications

This study was based on the African Court on Human and Peoples' Rights library in Arusha, Tanzania. The study covered both internal and external users of the library.

Practical implications

The study identified strengths and weaknesses of the African Court library as far as the perceived level of service is concerned, and the findings can therefore be used to inform decisions on the improvement of quality of the library services. In so doing, the library will be in a stronger position to offer quality services and assist the court in attaining its objectives of promoting and protecting human rights in Africa. With improved library service quality, the non-judicial staff, external users and society in general will stand to benefit from the library.

Originality/value

While drawing lessons from previous service quality studies, this study is the first quality assessment study to be done in the African Court library. It is also the first to use a combination of LibQUAL and SERVQUAL models in the context of the African Court library services.

Citation

Mutisya, F. and Onyancha, O.B. (2020), "Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania", Library Management, Vol. 41 No. 6/7, pp. 531-543. https://doi.org/10.1108/LM-02-2020-0026