The proof of the pudding is in the eating: Archival services quality at the national archives of Zimbabwe

Timely evaluation of services is a missing link in many Zimbabwean public sector organisations, resulting in poor quality service provision. Guided by the gap analysis model theoretical framework, this study reviewed the quality of services provided by National Archives of Zimbabwe (NAZ) using the SERVQUAL instrument, with a view to making recommendations for enhancing continuous quality improvement. NAZ was confronted with challenges characterised by poor service quality, underutilisation of archival holdings, and a low socio-economic impact on Zimbabwean communities. The study adopted a mixed methods research approach to address the research problem. Data were collected through a SERVQUAL-type questionnaire, semi-structured interviews, and document analysis. Quantitative data were analysed using Microsoft Excel 2016 and descriptive statistics, while qualitative data were thematically analysed using Atlas.ti 24. The study's findings revealed that the overall quality of NAZ's services fell into the poor category, indicated by a negative service quality gap score of minus one (−1). NAZ's efforts to deliver quality services were undermined by shortcomings in tangibles, responsiveness, assurance, and empathy service quality dimensions, a weak policy and standards framework, inadequate budget allocation, demotivated staff, and insufficient technical skills among personnel. Therefore, there is a need for NAZ to be fully equipped to regularly review and improve the quality of its services to remain relevant and to foster increased utilisation of its holdings.