研究結果發現： 1. 依Parasuraman等學者提出的決定服務品質的五個因素，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「確實性」及「可靠性」二構面。 3. 萬泰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。 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 Cosmos Bank from all bank employees.
By using convenience sample method a total of 356 questionnaires are collected from the employees of Cosmos Bank in Taipei Headquarter and branches. The findings of this research are as follows: 1. Based on Parasuraman’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 “Assurance” and “Reliability” dimensions. 3. All Cosmos Bank’s employees have significant difference on various service attributes and satisfactions.