基于模糊层次综合评判法的医疗设备售后服务质量评估

After Service Quality Assessment of Medical Equipment Based on Fuzzy AHP Comprehensive Evaluation

高科技医疗设备帮助医院提升医疗水平,同时也出现运行故障问题,因此医院需要快捷便利的服务来保证设备稳定运行。顾客满意度调查能够很好地反映医院对当前服务质量的评价,本文从这一角度出发,构建基于客户满意度的服务质量评估指标体系,依靠专家和客户评分确定各项服务指标的权重,用模糊层次综合评判法评估服务质量。评估结果从宏观和微观两层面帮助管理人员发现服务体系中的问题,为进一步的服务流程优化提供依据。

High-Tech equipment enhances the hospitals＇ capacity of treating patients,meanwhile equipment failure emerges. So the hospitals require quick and convenient after-sales service. Customer satisfaction survey can reflect the service quality evaluation.This paper builds up customer satisfaction system for the service quality,weights each service item by experts and customers, assesses the customers＇ perception of service quality using fuzzy AHP comprehensive evaluation model. The results can help the managers find the existed issues in the after-sales service system both at the micro or macro level, reform or regenerate the service process accordingly.