【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。更多还原

【Abstract】 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 aftersales service of commodity and criterion on measurement of satisfaction in sommercial and service trade. Results The specific aftersales 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.更多还原