眼镜验配不满意投诉1880例原因分析  

The profile analysis of 1880 glasses-wearing related complains

作　　者：陈林兴[1] 陈翔[1] 林智[1] 曾骏文[1] 

机构地区：[1]中山大学附属眼科医院,广东广州510060

出　　处：《眼视光学杂志》2005年第1期57-58,共2页Chinese Journal of Optometry & Ophthalmology

摘　　要：目的 :探讨常规屈光检查和配镜处理后患者出现不满意投诉的原因和解决途径。方法 :对自 2 0 0 1年 1 0月至2 0 0 3年 1 0月间在中山大学附属眼科医院验光配镜的 90 1 50位消费者进行跟踪调查 ,对其中出现不满意反馈投诉的 1 880例配戴者进行分析和处理。结果 :在总共 1 880例投诉中 ,由于镜架质量问题引起顾客不满意者有 1 1 4 6例 ,占 6 0 .96 % ;由于验光度数不合适、顾客戴镜无法适应者有 358例 ,占 1 9.0 4 % ;由于镜片质量问题引起顾客不满意者共 2 1 8例 ,占 1 1 .6 0 % ;眼镜装配质量投诉共 88例 ,占 4 .6 8% ;其他 70例。结论 :必须通过加强眼镜产品质量监控 ,进行专业化的医学屈光检查 ,才能提高眼镜验配的满意度。Objective:To investigate the common reason of glasses wearing related complains in China.Methods:Follow up analysis was conducted on 1880 glasses wearing related complain cases from the Optical Center of Zhongshan Ophthalmic Center during the 2001～2003 period.Results:Among the 1880 glasses wearing related complains,60.96% is caused by frame quality problem,19.04% is caused by refraction adaptation problem,11.60% is caused by lens quality problem,4.68% is caused by eye glasses fitting quality problem.Conclusion:In order to improve the satisfaction rate of glasses wearing customers,higher quality controlling system for the eyeglasses production is needed,with necessary optometric professional refraction service.

关 键 词：验配 不满意 眼镜 屈光检查 戴镜 眼科医院 处理 结论 适应 中山大学 

分 类 号：F203[经济管理—国民经济]