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

中文翻译：

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用户在坦桑尼亚阿鲁沙的非洲联盟人权和人民权利法院图书馆的服务感知水平

该研究调查了位于坦桑尼亚阿鲁沙的非洲联盟人权和人民权利法院 (AUCHPR) 图书馆的用户感知服务水平。该研究采用了符合 LibQUAL 和 SERVQUAL 协议原则的定量方法，这些协议是用作理论镜头，并为用于收集数据的调查问卷的开发提供信息。目标人群由 94 名图书馆用户组成。研究发现，就质量和用户感知而言，图书馆最好的服务在于其人力资源（即服务的影响、保证和响应能力）。另一方面，最低感知服务水平记录在与信息收集和物理设施（即图书馆作为场所和有形物品）相关的方面，本研究基于位于坦桑尼亚阿鲁沙的非洲人权和人民权利法院图书馆。该研究涵盖图书馆的内部和外部用户。该研究确定了非洲法院图书馆在感知服务水平方面的优势和劣势，因此研究结果可用于为提高质量的决策提供信息的图书馆服务。这样做，图书馆将更有能力提供优质服务并协助法院实现其在非洲促进和保护人权的目标。随着图书馆服务质量的提高，非司法人员、外部用户和整个社会都将从图书馆中受益。,在吸取以往服务质量研究的经验教训的同时，这项研究是在非洲法院图书馆进行的第一项质量评估研究。它也是第一个在非洲法院图书馆服务环境中使用 LibQUAL 和 SERVQUAL 模型组合的公司。