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

Service quality has gained prominence in both research and business circles because of its close links to costs, profitability, customer satisfaction, customer retention, service guarantees, and overall financial performance. Guided by gap analysis theory and the SERVQUAL instrument, this study examined the strategies employed by the National Archives of Zimbabwe (NAZ) to enhance service quality and proposed recommendations for continuous quality improvement at the institution. NAZ had been experiencing a downward trend in both the quality and utilization of its services. A mixed-methods research approach was adopted to address the research problem. Data were collected using a SERVQUAL-type questionnaire, semi-structured interviews, and document analysis. Quantitative data were analyzed using Microsoft Excel 2016 and descriptive statistics, while qualitative data were thematically analyzed using ATLAS.ti 24. The findings revealed that the strategies employed by NAZ to improve service quality were ineffective. The study highlights the need for strategies centered on the adoption of modern technology, responsiveness, assurance, and empathy, which NAZ could leverage to strengthen its existing approach and develop more competitive and effective service delivery strategies.