大型医疗设备售后服务质量调查指标体系的建立

摘要

目的 建立一套客观的、可行的大型医疗设备售后服务质量调查的指标体系.方法 根据《商品售后服务评价体系》以及《商业服务业顾客满意度测评规范》的标准规范设计指标体系以及调查方法.结果 在通用医疗设备售后服务质量调查指标体系的基础上,增加大型医疗设备独有的指标内容.从行业内多年展开的调查结果来看,综合满意度呈逐步上升趋势.结论 建立规范的售后服务评价体系和测评方法,是评价大型医疗设备厂家售后服务质量的重要方法,调查的开展有助于厂家精准掌握用户需求,提高服务品质.%Objective To establish an objective and feasible evaluation index system for the after-sales service quality of large-scale medical equipment.Methods The index system and investigation method were built up according to the evaluation system for after-sales service of commodity and criterion on measurement of satisfaction in sommercial and service trade.Results The specific after-sales service contents of large-scale medical equipment were added into the index system for the investigation of general medical equipment. The long-term survey result showed that the comprehensive satisfaction was on the rise. Conclusion It is an important method to evaluate the after-sale service quality of large-scale medical equipment manufacturers by means of establishing standard evaluation system and method. It is helpful for manufacturers to grasp the user's needs accurately and improve the quality of service.