Research on After-Sales Service of Medical Endoscope Equipment in Zhejiang Province
CHEN Siyao, ZHENG Jun, LOU Ligang, LI Jun, FENG Jingyi
Department of Medical Engineering and Materials, The First Affiliated Hospital of School of Medicine, Zhejiang University,
Hangzhou Zhejiang 310003, China
Abstract：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.
陈斯尧，郑骏，楼理纲，李均，冯靖祎. 浙江省医用内窥镜设备售后服务调查研究[J]. 中国医疗设备, 2019, 34(12): 110-113.
CHEN Siyao, ZHENG Jun, LOU Ligang, LI Jun, FENG Jingyi. Research on After-Sales Service of Medical Endoscope Equipment in Zhejiang Province. China Medical Devices, 2019, 34(12): 110-113.
