磁共振成像2019，Vol.10Issue(2)：101-104,4.DOI:10.12015/issn.1674-8034.2019.02.005
医用磁共振设备售后服务需求调查与分析研究
Investigation and analysis of the after-sales requirements for medical magnetic resonance imaging equipment in China
摘要
Abstract
Objective: To investigate the after-sales demand of medical magnetic resonance imaging (MRI) from MRI practitioners in different grades of medical institutions, so as to provide reference for the optimization of after-sales service quality evaluation system and guidance for MRI equipment manufacturers to improve after-sales service quality. Materials and Methods:The after-sales service demand questionnaire was proposed by the joint of radiologists, medical engineers and statisticians using Delphi method. The survey of after-sales service demand was carried out among MRI practitioners from 70 different hospitals in 24 provinces. Results: A total of 246 valid feedbacks from 21 provinces were collected from September to November, 2018.After comprehensive analysis, 18 first-level demand indicators related to maintenance of MRI equipment were extracted. Among all these indicators, troubleshooting efficiency was mostly demanded. In addition, MRI users preferred on-site service rather than remote guidance. During the warranty period, the manufacturers should carry out 2-3 times of technical training for engineers, technicians and radiologists. The results showed the on-site training is more demanded than distance training. In terms of scientific research collaboration, the demand for scientific research project cooperation, protocal setting, and post-processing training in tertiary hospitals is higher than secondary hospitals. Conclusions: MRI equipment manufacturers should continuously improve after-sales service quality based on the specific demands of MRI users. The demand indicators from perspectives of maintenance services, technical training, and scientific research collaboration should be considered when establishing the after-sales service quality evaluation system.关键词
医用设备/磁共振成像/售后服务/评价指标Key words
medical equipment/magnetic resonance imaging/after-sales service/evaluation index分类
医药卫生引用本文复制引用
靳志嘉,李彦,陆勇,严福华,王思敏,张欢,丁蓓,凌华威..医用磁共振设备售后服务需求调查与分析研究[J].磁共振成像,2019,10(2):101-104,4.基金项目
国家重点研发计划专项(编号:2016YFC0106800,2016YFC0106801) （编号:2016YFC0106800,2016YFC0106801）
