服務品質是一項顧客評價企業的指標,而服務過程中所產生的補救措施，是影響顧客忠誠度的重要因素。過去研究顧客再購意圖之關係上，似乎多著眼於服務品質的觀點，但在服務補救的檢視上，似未有以百貨業之觀點去分析與檢視服務品質與顧客再購意圖的關係。因此，本研究欲探討消費者在服務品質與服務補救與顧客再購意圖之關係為何？本研究調查台北地區百貨公司消費之顧客，共發出600份問卷，有效回收問卷份數為341份。研究假設以結構方程模式進行分析驗證，實證結果顯示服務品質與服務補救以及與顧客再購意圖之間皆為正向關係，而服務補救則具有中介效果。研究結果提供給台北地區百貨業者管理實務上的參考，最後則對未來研究提出建議。

In the service industry, service quality is an index which reveals the quality assessments from customers toward enterprises. The enterprises have more realized the management of service quality will affect service recovery and customer repurchase intention. Previous studies have examined the relationship between service quality and customer repurchase intention. However, little research examined such a relationship among customers in the department store. Moreover, by reasoning, service recovery may have a moderating effect on that relationship. Therefore, the purpose of this study is to investigate the relationship of service quality and service recovery to customer repurchase intention. Using survey questionnaires, the sample included 600 customers in Taipei department store. Structural Equation Modeling analysis was used for data analysis. Empirical data showed that service quality to be positively related to service recovery and customer repurchase intention. However, the mediating effect of service recovery was supported. Theoretical and practical suggestions are also provided to the Taipei department store.