Service Quality (Servqual) Approach to Corporate Governance

Ilangovan&, D.; Durgadoss, R.
July 2009
CURIE Journal;2009, Vol. 2 Issue 2, p75
Academic Journal
The experience of the recent past shows that we have only been lulled into a feeling that the quality of corporate governance has been improving- while it was improving only on paper. Legislation on corporate governance mechanism is being enacted all around the world. To what extent the corporate governance is affected in each of the corporates is being measured by rating agencies. The rating mechanism revolves around measuring the extent of compliance by having a simplistic checklist of standards or metrics mainly revolving around the three dimensions - conformance, performance and responsibility. Rating based on the above metrics has thrown up several myths in the past. Scientific assessment of the quality of corporate governance as opposed to the level of compliance with good governance standards remains largely unmeasured. Stakeholders are now realizing that at least as important as compliance, are the human dynamics of boards as social systems where leadership character, individual values, decision making processes, conflict management and strategic thinking, will truly differentiate a firm's governance. The 'what' part of compliance driven rating should be backed up by the 'how' part of assessment of quality of Corporate Governance. This article brings out a new methodology for Service Quality (SERVQUAL) assessment which could be used to assess the service quality of the corporate governance service.


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