The study sought to assess user expectations and acceptance of library services at the African Union Court on Human and Peoples’ Rights. The study, which targeted 94 library users, employed LibQUAL and SERVQUAL protocols to collect data, which were subsequently analysed using descriptive statistics. The findings revealed that users have the lowest expectations of the physical aspects of the library, namely the library as a place and of its tangibles . By contrast, users had the highest expectations in aspects associated with people and of the library collection, namely the effect of service , information control , responsiveness and reliability . The study recommends the allocation of resources in a way that ensures that the human aspects of the library remain at high levels of service quality, while shortcomings related to information control, library space and equipment should be addressed. Further, the library should invest in electronic content that users can access remotely. The findings have implications for information practice, in that studying user expectations enables libraries to understand individual and group expectations. These, in turn, will inform decision-making processes in respect of service provision, and provide justification and accountability for the resources used during such service provision.

中文翻译：

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用户期望和非洲联盟人权和人民权利法院对图书馆服务的接受

该研究旨在评估非洲联盟人权和人民权利法院用户对图书馆服务的期望和接受程度。这项针对94位图书馆用户的研究使用LibQUAL和SERVQUAL协议收集数据，随后使用描述性统计数据对其进行了分析。调查结果表明，用户对图书馆的物理方面（即图书馆作为场所和有形物品）的期望最低。相比之下，用户在与人和图书馆馆藏相关的方面（即服务效果，信息控制，响应能力和可靠性）的期望最高。该研究建议以确保图书馆人为方面保持高水平服务质量的方式分配资源，同时避免与信息控制有关的缺点，图书馆的空间和设备应得到解决。此外，图书馆应投资用户可以远程访问的电子内容。这些发现对信息实践具有启示意义，因为研究用户的期望使图书馆能够理解个人和群体的期望。这些反过来将为服务提供方面的决策流程提供信息，并为此类服务提供过程中使用的资源提供理由和责任。