【摘要】：隨著我國經(jīng)濟的不斷發(fā)展,人民物質生活水平的不斷提高,人們對健康的重視程度正在不斷加強,同時伴隨著我國人口老齡化時代的來臨,新醫(yī)改的進行,共同催生了我國醫(yī)療衛(wèi)生健康產(chǎn)業(yè)蓬勃向前發(fā)展。在這種新的形勢下,作為醫(yī)療健康產(chǎn)業(yè)關鍵領域的醫(yī)療設備,其市場和需求也正在不斷擴大,尤其是高端醫(yī)療設備的需求越來越高。同時,高端醫(yī)療設備產(chǎn)品的質量及性能的穩(wěn)定關系到醫(yī)生的診斷正確與否,關系到人們的生命健康,因此,起決定要素的售后服務也慢慢的受到廣大醫(yī)院的關注,并且售后服務也越來越作為跨國醫(yī)療設備企業(yè)的經(jīng)營重點。S醫(yī)療公司是全球醫(yī)療解決方案最大的供應商之一,是醫(yī)學影像、實驗室診斷、醫(yī)療信息技術等領域的領先制造商和服務供應商,與GE、飛利浦、羅氏把持了八成中國的醫(yī)療器械市場。隨著市場競爭的日益加劇,客戶的要求無時無刻不在提高,沒有優(yōu)質的售后服務系統(tǒng),沒有良好的客戶滿意度支持,S醫(yī)療公司將面臨著巨大的挑戰(zhàn)。本文以醫(yī)療設備行業(yè)為寫作背景,S醫(yī)療公司做為本文的研究對象,分別分析了客戶滿意度、客戶忠誠度、關系營銷以及服務營銷的相關理論總結基礎上,簡單的介紹了S醫(yī)療公司售后服務的發(fā)展現(xiàn)狀,梳理了S醫(yī)療公司售后服務內容以及流程,通過調查問卷等方式來分析找到其售后服務系統(tǒng)的現(xiàn)存問題與不足之處,深度挖掘現(xiàn)有客戶對需求的有利的售后服務方案,分析其市場競爭對手,設計出符合S醫(yī)療公司實際的優(yōu)質售后服務方案,從而提高客戶滿意度,贏得客戶。本文研究的售后服務方案,在售后服務的方案設計,較其他研究,更加具體細化,而且與互聯(lián)網(wǎng)有機結合。該研究不僅對于S公司起到重要的業(yè)績保障作用,同時在當下產(chǎn)品服務日益重要,服務質量好、客戶滿意度高的企業(yè)生存機會更大的背景下,對于行業(yè)內的公司有著示范和標桿作用,對于整個行業(yè)的發(fā)展和提升有著重要的意義和價值。
[Abstract]:With the development of our economy and the improvement of the people's material living standard, people pay more attention to health, and with the coming of the aging population, the new health care reform is going on. The joint birth of China's health care and health industry to flourish forward. In this new situation, the market and demand of medical equipment, which is the key field of medical and health industry, is also expanding, especially the demand of high-end medical equipment is becoming higher and higher. At the same time, the stability of the quality and performance of high-end medical equipment products is related to the correct diagnosis of doctors and the health of people. Therefore, the after-sales service, which determines the factors, has gradually been concerned by the vast number of hospitals. And after-sales service is also increasingly becoming the business focus of multinational medical equipment enterprises. S Medical Company is one of the largest providers of medical solutions in the world. It is medical imaging and laboratory diagnostics. Leading manufacturers and service providers in areas such as medical information technology, together with GE, Philips and Roche, control 80 percent of China's medical device market. As the market competition intensifies day by day, the customer's request is raised all the time, does not have the high quality after-sales service system, does not have the good customer satisfaction support, S medical company will face the huge challenge. This paper takes the medical equipment industry as the writing background, S medical company as the research object, analyzes the customer satisfaction, customer loyalty, relationship marketing and service marketing theory summary, respectively. This paper briefly introduces the development status of after-sales service of S medical company, combs the content and flow of after-sales service of S medical company, analyzes and finds out the existing problems and deficiencies of after-sales service system by means of questionnaire and so on. In order to improve customer satisfaction and win customers, the author deeply excavates the favorable after-sales service scheme of existing customers to demand, analyzes its market competitors, designs a high-quality after-sales service scheme that conforms to the actual situation of S Medical Company. The after-sales service scheme studied in this paper is more specific and more detailed than other research, and it is combined with the Internet organically. This research not only plays an important role in ensuring S company's performance, but also in the background of more and more important products and services, good service quality and high customer satisfaction. It is of great significance and value to the development and promotion of the whole industry.
【學位授予單位】：西南交通大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F274;F416.4

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