The Assimilation of Marketing's ServiceQuality Principles and the IT Auditing ProcessA Move Toward Quantifiable SAS 70 Auditing Service Quality, Part 2

摘要

This article is the continuation of "The Assimilation of Marketing's Service Quality Principles and the IT Auditing Process: A Move Toward Quantifiable SAS 70 Auditing Service Quality, Part 1" (published in vol. 3, 2011), which suggests that broad quality auditing principles for organizations are realized through controlled processes and procedures. Increasingly, service businesses are finding that sustained profitability is related to delivering service quality. Delivering service quality seems to be a prerequisite for business success, or, at a minimum, a prerequisite for a business to stay afloat in an increasingly competitive market. Auditing procedures should deliver quality via processes that are defined, controlled, communicated and executed. Such processes contribute to the concept of continuous improvement.