研究結果發現：1. 依Parasuraman 等學者提出的決定服務品質項 五因素，結果顯示內部員工最重視「反應性」及「可靠性」二構面。2. 員工最滿意的是「有形性」及「可靠性」二構面。3. 大眾銀行員工對於各項服務屬性的重視程度與滿意程度大多數均具有顯著差異。4. 依據重要程度—績效分析來看，員工在八個服務項目評價具有競爭優勢，有四項需要積極改善的，列為次要改善的有八項，資源錯置有六項。主管在十一個服務項目評價具有競爭優勢，有三需項要積極改善的，列為次要改善的有十項，資源錯置有二項。 Upon the fierce competition of Taiwan financial market the traditional method to adjust the loan interest rate is insufficient. Upgrading the non-price competition, especially the service quality is the best way to maintain the research is to investigate the feeling, and expectation to Ta Chong Commercial Bank from all bank employees.
By using convenience sample method a total 0f 294 questionnaires are collected from the employees of Ta Chong Commercial Bank in Taipei Headquarter and branches. The findings of this research are as follows: 1. Based on Parasuramn’s five factor of decisive service quality, the internal employees are emphasized on the “Responsiveness” factor and “reliability” factor, 2. The employees are satisfied on “Reliability” and “Tangibility” dimensions. 3. All Ta Chong Commercial Bank’s employees have significant difference on various service attributes and satisfactions. 4. From the degree of importance and performance analysis. There are eight items have competitive advantage, four items need to urgently improvement, eight items need to minor improvement, six items are listed as resource distortion. From the management level, there are eleven items are highly competitive, three items need to improvement, and two items are resource distortion.