This study uses SERVQUAL questionnaire designed by Parasuraman et al. (1988) to investigate personnel staffs’ perceptions of service quality in civil service training center of Taichung city government. Then, importance-performance analysis (IPA) presented by Martilla and James (1977) is used to analyze the gaps between perceptions and expectations of the personnel staffs, regarding the services provided by civil service training center. The results show that two attributes, “the center has advanced equipment and computer facilities” and “the center can offer available the shared computers for dealing with urgent business” are categorized as “concentrate here”. Finally, this study gives some recommendations to improve service quality of the civil service training center.
