我國經濟發展之趨勢，已經由製造業轉向服務業，服務業就業人口也呈穩定成長之現象。加入世界貿易組織(WTO)之後，服務業必將面臨激烈之競爭，服務品質將成為企業經營成功的主要關鍵所在。但是，過去服務業所得到的服務品質構面，未必適用於現今的產業環境。再者，Schaffer and Green指出對變數作因素分析，可能會扭曲資料的原始型態。本研究以不經因素分析及經過因素分析後萃取之構面，分別利用統計和類神經網路方法來探討。結果發現，不經過原始問項配合一般迴歸神經網路的效果較佳，所以便以此為模式架構，針對四家電信業者之服務品質進行調查，並分別提出建議以供參考。

Service quality is the key factor for the successful corporate. However, some issues about the development of service quality evaluation model still should be concerned. According to Schaffer and Green research, they pointed out that it may reverse the original pattern from adopting factor analysis, and it is not necessary that the results form factor analysis on the original pattern are gained. Thus, the statistical method and the neural network method on original dimensions without factor analysis and on service quality dimensions with factor analysis are employed in this study. The computational results showed that GRNN (General Regression Neural Network) with the original dimensions has the better learning effects.