Abstract: Given existing problems with service quality evaluation, a criterion system of service quality was devised, and service quality was evaluated based on the idea and methodology of importance-performance analysis (IPA). The service quality evaluation process utilized initial evaluation information obtained by customer questionnaires. Criterion performance was then calculated from the evaluation information. Next, taking into account the causal relationship between criterion importance and criterion performance in service quality evaluation, criterion importance was computed by constructing a BP neural network. Evaluation results were analyzed using IPA. An example is provided to show the feasibility and validity of the proposed method.