Quality assurance in investment services

Abstract

Quality assurance is the process of providing confidence that the stated or implied requirements for quality are met. In financial investment services, “quality” is defined as the perception of the investor about achieving satisfactory returns under acceptable and generally accepted risks within a planned time. Investor’s confidence in achieving quality stems from the quality assurance efforts and processes of the investment service provider. In this paper, different types of investment services, from a simple provision of investment information, to a full‐service portfolio management are discussed. Principles of quality assurance in investment services are provided. A realistic portfolio management case indicates that a modern quality management system (ISO 9000) can enhance quality assurance and thus the quality of investment services.

Citation

Karapetrovic, S. and Willborn, W. (1999), "Quality assurance in investment services", Managing Service Quality: An International Journal, Vol. 9 No. 4, pp. 222-230. https://doi.org/10.1108/09604529910273030