基于测评规范的医疗设备售后服务满意度调查的优化研究

目的：建立规范、科学的医疗设备售后服务满意度的调查方法。方法：基于商务部2005年发布的《商业服务业顾客满意度测评规范》,并结合医疗设备售后服务的多种特性,在前期对医疗设备售后服务满意度调查基础上,对满意度调查指标体系、方法等进行了优化研究。结果：优化了《商业服务业顾客满意度测评规范》中的测评指标体系、顾客满意度调查方案设计、测评模型及统计分析方法体系,设计出了一套适合医疗设备特性的售后服务满意度调查体系。结论：开展满意度调查,客观体现了医疗设备售后服务的现状,加强了厂家和用户之间的沟通,在厂商间形成良好的售后服务的竞争环境。

Optimization of Customer Satisfaction Survey of Medical Device Service Based on Measurement Criterion

Objective To establish a standard and scientific method for customer satisfaction investigation of medical devices.Methods The satisfaction survey index system and methods were analyzed and optimized according to Criterion on Measurement of Satisfaction in Commercial and Service Trade issued by Commercial Department of PRC in 2005 and based on the previous survey results.Results The after-service satisfaction index system of medical devices was established with the measurement index system,survey project design,measurement model and statistical analysis system being optimized.Conclusion Positive competition among manufacturers was finally achieved.