本研究主要在探討B銀行的內部服務品質和員工服務行為及員工滿意度、員工忠誠度之關係，以個案銀行為調查基礎，研究結果顯示七項主要結論：
一、總行對分行服務品質會正向影響分行內部服務品質成立
二、總行對分行服務品質會正向影響分行員工服務行為不成立
三、分行內部服務品質會正向影響員工工作滿意成立
四、分行內部服務品質會正向影響員工服務行為成立
五、分行內部服務品質會正向影響員工忠誠不成立
六、員工工作滿意會正向影響員工忠誠不成立
七、員工工作滿意會正向影響員工服務行為不成立

Using the B Bank as our survey case, the research collected valid 100 questionnaires and found that internal service quality positively related to employee satisfaction; employee satisfaction positively related to sevicee behavior; and internal service quality positively relative to service behavior.
1.The general headquarters can be tenable to the branch service quality to the influence branch interior service quality.
2.The general headquarters can serve the behavior to the branch service quality to the influence branch staffs not to be untenable.
3.The branch internal service quality can to affect the staff to work satisfaction establishment .
4.The branch internal service quality can to affect the staff to serve the behavior to be tenable.
5.The branch internal service quality can to affect the staff loyally not to be untenable.
6.The staff works the degree of satisfaction to be able to affect the staff loyally not to be untenable.
7.The staff works the degree of satisfaction to be able to affect the staff to serve the behavior not to be untenable.

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1.丁兆庭（2007），「內部服務品質、員工滿意度與服務行為關係之研究—以中國信託商業銀行總務部為例」，國立台北大學企業管理研究所碩士論文。
2.吳文彬（2007），「服務利潤鏈之實證與影響因素之探討」，國立東華大學企業管理研究所博士論文。
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