近年來亞洲廉價航空市場快速成長及創造潛在需要。對於服務失誤的有效補救可以降低消費者抱怨及不滿意，並增加其忠誠度和再購行為。本研究透過問卷方式來進行服務失誤與再購行為之間關連性的檢視，採用描述性分析及結構方程模型來分析蒐集的數據。研究結果發現指出，服務補救後之滿意度、顧客忠誠度、口碑及再購行為之間均有顯著的關係。如預期地，服務失誤對於口碑是有負面的顯著影響。

Recently the low cost carrier market in Asia has grown rapidly and created a potential demand. Effective recovery as for service failure may reduce customer complaints and dissatisfaction, which would increase customer loyalty and repurchasing behavior. This study is to examine the relationship between service failure and repurchasing behavior using the questionnaire. Descriptive statistics and the structural equation modeling are used to analyze the collected data. The result findings indicate the significant relationships among service recovery, customer loyalty, word-of mouth, and repurchase behavior. As expected, service failure has a negative effect on word-of-mouth.