浙江省医用内窥镜设备售后服务调查研究

Research on After-Sales Service of Medical Endoscope Equipment in Zhejiang Province

目的本文通过调查浙江省医用内窥镜使用现状,了解各级医疗机构使用医用内窥镜系统的售后服务满意度,探索影响售后服务的影响因素,为浙江省医用内窥镜设备的售后服务改进提供理论依据。方法采用李克特五级量表法设计发放问卷,通过统计描述和卡方检验分析影响医用内窥镜售后服务的因素。结果进口内窥镜在浙江省医疗市场占据绝对优势,奥林巴斯、卡尔史托斯以及富士等进口内窥镜综合满意度较高。讨论产品质量、维修水平、返修情况和服务态度等因素是影响售后服务满意度的重要因素,通过不断完善售后服务的这几个方面来提高医用内窥镜的服务水平。

For the improvement of medical endoscope’s after-sale service in Zhejiang, the study concentrated on the exploration of the factors that have most effect on the after-sale service and the customer satisfaction index based on the investigation of using medical endoscope by hospitals in Zhejiang province. The factors were determined using chi-square test and other essential statistical analysis of the Likert-scale questionnaire. The survey showed that foreign medical endoscopes, especially those of Olympus?, Karl-Storz? and Fuji?, had a definitive advantage on market share and obtained higher customer satisfaction index. The study also revealed that product quality, support capability, refurbished performance and service attitude were the most effective factors to satisfaction index, which could be enhanced to elevate service for medical endoscope.