CIMA P3 Syllabus C. Internal controls - Quality management approaches - Notes ^{10 / 10}

Measuring quality

A number of methods of measuring quality have been developed, including:

1. SERVQUAL

2. The balanced scorecard

3. Value for money audits

SERVQUAL

SERVQUAL was developed as a method of measuring quality in service organisations.

When it was first introduced, SERVQUAL measured ten aspects of service quality - understanding the customer, tangibles, courtesy, security, credibility, competence, communication, access, reliability and responsiveness. 

However, in the 1990s the model was refined and is now known as RATER:

• Reliability

  Employee ability to perform the service dependability and accurately

• Assurance

  Employee ability to inspire confidence and trust in the customer

• Tangibles

  The tangible environment - for example facilities, equipment and staff appearance

• Empathy

  The extent to which a caring, personal service is provided

• Responsiveness

  Employee willingness to help and respond to customer requests