自民國81年起新銀行設立，政府也逐漸解除管制、放寬分行設立的限制，造成國內銀行到處林立，使其競爭日趨激烈，相對使得經營的風險提高，各家銀行莫不使出渾身解數的來招攬客戶。而在新銀行開放的這些年間，舊銀行的服務是否有改變呢？公營及民營銀行其服務滿意度又如何?這是本研究所要探討的主題。因此本研究目的為(1)設計問卷調查顧客對銀行業的服務滿意度。(2)利用因素分析分析臺灣銀行業的顧客滿意度與顧客特性間關係。(3)利用類神經自組織映射圖網路聚類分析臺灣銀行業。(4)解析臺灣地區新舊及公民營銀行業經營顧客滿意度所隱含之政策涵義。

　　　　　Banking is the agency of money and capital. Its major function is to connect the demand of money and the supply of money. The banking is the significant index of the economic growth. So the discrimination between good and bad of banking will attack strongly the Taiwan economic. By the way, new bank set up at 1992. So many banks compete with each other. Some banks pay attention to the customer's of bank felling of service satisfactory. In addition to the banking is the most important industry in Taiwan. So it is necessary to discover the problem of Taiwan banking.