本研究從備汽車維修」、「醫療保健」、「商業銀行」與「補習教育」四種不同類型服務業的實證研究中發現：（1）「價格」是影響服務業顧客滿意的重要因素之一，使用服務品質觀念來評量服務業的顧客滿意度並不恰當。（2）探索性與驗證性因素分析方法各有其缺失，研究者在使用時必需特別注意以免被誤導。（3）不同「服務本質」與「服務對象」的服務業，在顧客滿意上有顯著的差龔，二者之間有顯著交互作用。（4）除了醫療服務業之外，不同企業特質的廠商在顧客滿意上有顯著的差異。（5）消費者個人特質對顧客滿意的影響效果，會 因為服務業類型的不同而有所差異。

　　　　　In this empirical study of car maintenance, medical care, commercial banking, and supplementary education sectors of service industry, the major findings are: 1) Price is one of the most important factors of customer satisfaction in service industry, it is inappropriate to use service quality concept measure customer satisfaction in service industry. 2) Both of exploratory and confirmatory factor analysis methods have defects, researchers have to use them carefully. 3) There are significant variances of customer satisfaction among four sectors of service industry. 4) Except medical care service sector, there are significant variances of customer satisfaction among firms with different characteristics. 5) The effects of demographics on customer satisfaction are various in different sectors of service industry.