碩士 國立高雄科技大學 金融資訊系 107 This study mainly focuses on investigating the service quality of the commercial bank. Cross-Analysis, Independent Sample T-test, One-Way Analysis of variance, and IPA were all used in the study. The purpose of the study is to investigate the correlation and difference of the importance and satisfaction between the demographic variable and the service quality of the bank. In the Cross-Analysis, the P value in occupation is under 0.05 in the aspects of Tangible, reliability, and responsiveness. This result tells that the gender of the subjects has significant correlative to the service quality in the aspects of Tangible, reliability, and responsiveness. The P value of responsiveness in marriage is under 0.05. This indicates the significant correlation between marriage and service quality satisfaction. When the subjects are divided according to annual salary spacing, there is a significant difference about “the important of Tangibles" in service quality to the clients. These significant di