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Abstract
The study sought to explore strategies used by academic libraries in Zimbabwe to improve user expectations. Even though academic libraries play an important role in supporting teaching, learning, and research activities, this study was sparked by a drop in statistics for library borrowing and online resource usage. A mixed-method approach was used, and a population of 120 participants was purposively sampled. A structured questionnaire was used to collect data from 100 postgraduate students while 20 library staff were interviewed. Expectation-Confirmation Theory guided this study. The findings indicated that academic library users now have different expectations. It was found that users anticipated new information distribution methods. According to the findings, users were no longer using library resources. It was recommended that academic libraries surpass user expectations by providing excellent customer service, top-notch collections, and user-centered strategies. Authors suggested that to improve user expectations, academic libraries should keep up with new trends and technologies.
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