大型医疗设备售后服务质量调查指标体系的建立  

Establishment of After-Service Satisfaction Index System of Large-Scale Medical Equipment

作　　者：汪黎君[1] 姜瑞瑶[1] 钱建国[2] 王龙辰[1] 毕帆[1] 金玮[1] 储呈晨 郑蕴欣[1] 陈颖[1] 李斌[3,5,4] 

机构地区：[1]上海交通大学附属第六人民医院医学装备处,上海200233 [2]复旦大学附属华山医院上海,200040 [3]上海交通大学附属第六人民医院医院管理中心,上海200233 [4]上海交通大学中国医院发展研究院医院经营研究所,上海200233 [5]上海申康医院发展中心,上海200041

出　　处：《中国医疗设备》2018年第2期13-15,共3页China Medical Devices

基　　金：国家重点研发计划“数字诊疗装备研发”试点专项(2016YFC0106803);国家重点研发计划项目(2017YFC0113803);国家重点研发计划项目(2016YFC0106707)

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.

关 键 词：售后服务 医疗设备 评价指标体系 用户满意度 

分 类 号：R197.39[医药卫生—卫生事业管理]