基于医院视角的MRI生产厂家售后服务质量研究  

Research on After-sales Service Quality of MRI Manufacturers Based on Hospital Perspective

作　　者：王莹 张晨 黄晓玲[1] 罗剑峰[1] 陈英耀[1] 程敬亮[2] WANG Ying;ZHANG Chen;HUANG Xiao-ling(School of Public Health,Fudan University/Key Lab of Health Technology Assessment,National Health Commission,Shanghai,200030,China)

机构地区：[1]复旦大学公共卫生学院·国家卫生健康委员会卫生技术评估重点实验室,上海200030 [2]郑州大学附属第一医院,河南郑州450052

出　　处：《中国医院管理》2020年第1期75-77,共3页Chinese Hospital Management

基　　金：2016年度国家重点研发计划数字诊疗装备研发重点专项项目（2016YFC0106900,016YFC0106905)

摘　　要：目的调查H省MRI生产厂家售后服务质量,分析MRI专业技术人员对设备生产厂家服务的满意度。方法基于医院的问卷调查,对有关售后服务质量满意度的相关资料进行分析,采用SPSS21.0软件对数据进行分析。结果医院等级、MRI品牌以及MRI类型的不同都在一定程度上影响其售后服务质量的满意度,从磁共振服务质量评价结果来看,进口品牌的满意度相对较好。结论MRI专业技术人员对设备生产企业服务的满意度主要从维修保障、人才培养、科研支持3个方面开展评价。Objective To investigate the after-sales service quality of magnetic resonance equipment manufacturers in H Province,and analyze the satisfaction of Magnetic Resonance Imaging(MRI)professionals with the service of the equipment manufacturers.Methods Based on the questionnaire survey of the hospital,relevant data of after-sales service quality satisfaction were analyzed,and the quantitative data were analyzed by SPSS 21.0 software.Results The degree of hospital,MRI brand and MRI type all affect the satisfaction degree of after-sales service quality to some extent.According to the evaluation result of MRI service quality,the satisfaction degree of imported brands is relatively good.Conclusion The satisfaction of MRI professionals with the service of equipment manufacturing enterprises is mainly evaluated from three aspects,including maintenance guarantee,personnel training and scientific research support.

关 键 词：磁共振设备 售后满意度 服务质量 

分 类 号：R197.323.8[医药卫生—卫生事业管理]