資訊服務業發展至今已超過三十年，對於服務品質與顧客滿意間的關係，一直是業界所關注的焦點，然而資訊服務業的疏失類型、服務補救方式及對顧客滿意度所造成影響之研究並不多見。本研究是由服務品質、服務失誤及服務補救各構面來探討與顧客滿意度之因果。並透過因素分析探討軟體業的服務失誤類型及服務補救的方式。藉由迴歸分析探討服務品質與服務失誤的關連性及服務失誤與服務補救的關連。本研究是以一般商用軟體使用者為調查對象，發放問卷進行分析得出以下結論:
一． 軟體導入服務失誤種類總歸為一類，服務補救方式分為協助及道歉、補償。
二． 當服務失誤與服務補償有明確關連性，但與協助及道歉無關。
三． 軟體服務品質需透過服務補救才能提升顧客滿意度。
四． 服務失誤時無法透過服務補償提升客戶滿意度，必需透過協助與道歉才能提升顧客滿意度。
五． 人口特性對服務品質及顧客滿意度無關，但人口特性對於服務失誤的認定及服務補救的方式有關。

Information Service Industry has been developed for over thirty years. In this industry, the relationship between service quality and customer satisfaction is a very important issue. However, researches are still in lack of studies of service failure types, the second-satisfaction through service recovery and the influence of the customer service. This research is discussed about the connection between service quality and service failure, and the connection between service failure and service recovery. By using the questionary with regression and factor analysis, this research suggests that: (1) the service failure type is only one category and the service recovery is divided into two types: assistance-apology and compensation. (2) There is a positive connection between service failure and compensation, but no connection with assistance-apology. (3) The customer satisfaction is only increased by service recovery. (4) When service failure is happened, assistance -apology is only way to improve customer satisfaction. (5)The demographic variables (sex, age and level of education) are no influence on service quality or customer satisfaction. However, there is a positive connection between the identification of service failure and the way of service recovery.

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