基于用户视角的医疗设备售后满意度评价模型的构建

Construction of Evaluation Model of After-Sales Satisfaction of Medical Equipment Based on User’s Perspective

针对医疗设备售后评价问题,基于用户视角,对影响医疗设备售后满意度的影响因素进行分析。根据影响因素的随机性、模糊性和多层次性的特点,建立医疗设备售后评价体系,采用问卷调查法采集数据,利用熵权法确定各评价指标的客观权重,构建基于熵权法的医疗设备售后满意度评价模型,结合实际,对陕西省50家多参数监护仪设备的售后满意度进行综合评价,验证了方法的有效性。该模型的建立为医疗设备售后满意度的定量评价提供相关依据。

Aiming at the problem of after-sales evaluation of medical equipment,this paper analyzed the influencing factors of the satisfaction degree of medical equipment from the perspective of users.According to the randomness,fuzziness and multilevel characteristics of the influencing factors,a system of after-sales evaluation of medical equipment was established.Data were collected by questionnaire survey method,and the objective weight of each evaluation index were determined by using the entropy weight method.The evaluation model of medical equipment after-sales satisfaction was established based on entropy weight method.The effectiveness of this method was verified by the comprehensive evaluation of the after-sales satisfaction of more than 50 kinds of multi-parameter monitoring equipment in shaanxi province.The evaluation method provides the relevant basis for the quantitative evaluation of medical equipment after-sales satisfaction.