What does this research mean for the field?

Current strategies employed by the National Archives of Zimbabwe to improve service quality are ineffective, necessitating new approaches centered on modern technology, responsiveness, assurance, and empathy. Novelty: ClaimNovelty.INCREMENTAL. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

To examine the strategies utilized by the National Archives of Zimbabwe for enhancing service quality using gap analysis and the SERVQUAL model, and to propose avenues for continuous improvement.

August 28, 2026Journal of Library AdministrationOpen Access

Optimizing Service Delivery: A SERVQUAL Examination of the Strategies for Enhancing the Quality of Services at the National Archives of Zimbabwe

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Authors

BMBlessed Magama MNMpho Ngoepe

Discussion

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Overview

Mixed-methods study reveals ineffective service quality strategies in a national archive, highlighting the need for technology and empathy.

Key Points

To examine the strategies utilized by the National Archives of Zimbabwe for enhancing service quality using gap analysis and the SERVQUAL model, and to propose avenues for continuous improvement.
Conducted a mixed-methods investigation combining a SERVQUAL-type survey questionnaire, semi-structured interviews, and institutional document analysis.
Analyzed quantitative metrics with descriptive statistics via Microsoft Excel 2016 and evaluated qualitative feedback using thematic analysis in ATLAS.ti 24.
Revealed that existing institutional strategies were ineffective at resolving ongoing declines in service quality and patron utilization.
Identified critical requirements for strategic reform focused on adopting modern technology, enhancing staff responsiveness, providing assurance, and demonstrating empathy.

Cite This Study

Magama et al. (2026) studied this question.

synapsesocial.com/papers/6a9145ead15324a1df3a925e https://doi.org/10.1080/01930826.2026.2708798

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August 28, 2026Journal of Library AdministrationOpen Access

Optimizing Service Delivery: A SERVQUAL Examination of the Strategies for Enhancing the Quality of Services at the National Archives of Zimbabwe

View Full Paper

Ask AI

Bookmark

Authors

BMBlessed Magama MNMpho Ngoepe

Discussion

Member takes

Overview

Mixed-methods study reveals ineffective service quality strategies in a national archive, highlighting the need for technology and empathy.

Key Points

To examine the strategies utilized by the National Archives of Zimbabwe for enhancing service quality using gap analysis and the SERVQUAL model, and to propose avenues for continuous improvement.
Conducted a mixed-methods investigation combining a SERVQUAL-type survey questionnaire, semi-structured interviews, and institutional document analysis.
Analyzed quantitative metrics with descriptive statistics via Microsoft Excel 2016 and evaluated qualitative feedback using thematic analysis in ATLAS.ti 24.
Revealed that existing institutional strategies were ineffective at resolving ongoing declines in service quality and patron utilization.
Identified critical requirements for strategic reform focused on adopting modern technology, enhancing staff responsiveness, providing assurance, and demonstrating empathy.

Cite This Study

Magama et al. (2026) studied this question.

synapsesocial.com/papers/6a9145ead15324a1df3a925e https://doi.org/10.1080/01930826.2026.2708798

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