基于群组策略层次分析法的国产和进口CT售后服务评价  

Evaluation of China-made and imported CT after-sales service based on group analytic hierarchical process

作　　者：李玉峰[1] 闫亭亭[1] 李兴[1] LI Yu-feng;YAN Ting-ting;LI Xing(Department of Medical Equipment,Peking University First Hospital,Beijing 100034,China)

机构地区：[1]北京大学第一医院医学装备处,北京100034

出　　处：《医疗卫生装备》2022年第6期74-77,共4页Chinese Medical Equipment Journal

摘　　要：目的:基于群组策略层次分析法评价国产和进口CT售后服务满意度,为优化国产CT售后服务质量提供参考。方法:首先梳理相关文献和参考GB/T 27922—2011中提出的商品售后服务评价标准,建立满意度影响指标体系,包括设备使用状态、售后费用、维修技术、响应速度和附加服务5个维度以及11个二级影响因素;其次利用主成分分析法聚合群组意见,采用层次分析法计算影响因素权重;最后结合调查问卷对国产和进口CT售后服务质量进行客观评价比较。结果:国产CT在售后服务价格方面占据优势,但在维修质量、故障率等方面与进口CT相比还有一定差距。结论:应用群组策略层次分析法对CT售后服务进行分析,能够发现国产与进口CT厂家在售后服务方面的优势与不足,为国产医疗设备厂家明确售后服务未来的改进方向提供了依据。Objective To evaluate China-made and imported CT after-sales service satisfaction based on group analytic hierarchical process to provide references for optimizing China-made CT service quality. Methods A satisfaction influencing factor system was established based on related literature and GB/T 27922—2011 evaluation system for after-sales service of commodity, which involved in five dimensions of equipment use status, after-sales cost, maintenance technology, response speed and additional services as well as 11 secondary impact factors. Principal component analysis was used to integrate the opinions in the group, and analytic hierarchical process was applied to calculating the weights of the influencing factors. Then an objective evaluation of the quality of China-made and imported CT after-sales service was made with the questionnaire.Results China-made CT behaved better than the imported CT in the price, while was slightly inferior in maintenance quality and failure rate. Conclusion The advantages and disadvantages of China-made and imported CT after-sales service can be determined by using group analytic hierarchical process, which facilitates the improvement of domestic medical equipment after-sales service in China. [Chinese Medical Equipment Journal,2022,43(6):74-77]

关 键 词：大型医疗设备 CT 群组策略 主成分分析法 层次分析法 售后服务 国产医疗设备 进口医疗设备 

分 类 号：R318[医药卫生—生物医学工程] R197.39[医药卫生—基础医学]