本研究針對消費者評量服務之整體性品質而提出「服務整體性評量觀念性模式」，闡釋同時重視獲得與付出及公司特質與消費者個人特質對於評量服務整體性品質的重要性與完整性。在影響消費者對公司整體服務績效評量之研究方面，傳統上多僅侷限於期望服務與認知服務二者，將此二者當做影響公司服務績效評量的主要基本來源構面，而忽略「公司特質」與「消費者個人特質」二構面，本研究認為此二構面方才是影響務整體性品質評量的主要基本來源構面，且一般僅對服務品質加以評量，但服務品質其僅是服務價值的一部份而已，故於進行服務整體性品質評估時實應包含服務價值來加以評量。在相關文獻探討暨分析中，提出「價格是當然品質因素」之主張，以作為評量服務價值時考量價格構面的重要考慮因素，及闡釋過去在實證研究上甚難獲得支持的部分原因。本研究又針對銀行業進行實證調查研究，證實「服務整體性評量之觀念性模式」的配置恰當，亦即本研究所提模式之整體配置適合程度是適宜的。

　　　　　This study provides "a conceptual model of integrated assessment on service quality" for consumers to assess overall quality of service, and also illuminates the importance and integration of a relation between getting and giving and of the impact between a company's unique properties and consumers' individualities upon the assessment of overall service quality. Regarding the impact on consumers assessments upon a company's service, traditional studies only placed stress on the expected service and the preceived service but ignored the impact of "a company's unique properties" and "consumers' individualities" upon the assessment of a company's overall service. And this study places equal stress of the importance on the two aspects. After reviewing the related literatures, the advocacy of "the price is a must-be quality element" is specially stressed. It provides an important element in assessing the price dimension and finds out part of the causes which were not supported by the previous empirical studies. To provide empirical evidence, this study investigates banks and their clients. It is found that the proposed conceptual model has substantial explanatory power. In other words, the overall goodness-of-fit for the model is high.