【摘要】：隨著我國(guó)經(jīng)濟(jì)的不斷發(fā)展,人民物質(zhì)生活水平的不斷提高,人們對(duì)健康的重視程度正在不斷加強(qiáng),同時(shí)伴隨著我國(guó)人口老齡化時(shí)代的來臨,新醫(yī)改的進(jìn)行,共同催生了我國(guó)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(shì)下,作為醫(yī)療健康產(chǎn)業(yè)關(guān)鍵領(lǐng)域的醫(yī)療設(shè)備,其市場(chǎng)和需求也正在不斷擴(kuò)大,尤其是高端醫(yī)療設(shè)備的需求越來越高。同時(shí),高端醫(yī)療設(shè)備產(chǎn)品的質(zhì)量及性能的穩(wěn)定關(guān)系到醫(yī)生的診斷正確與否,關(guān)系到人們的生命健康,因此,起決定要素的售后服務(wù)也慢慢的受到廣大醫(yī)院的關(guān)注,并且售后服務(wù)也越來越作為跨國(guó)醫(yī)療設(shè)備企業(yè)的經(jīng)營(yíng)重點(diǎn)。S醫(yī)療公司是全球醫(yī)療解決方案最大的供應(yīng)商之一,是醫(yī)學(xué)影像、實(shí)驗(yàn)室診斷、醫(yī)療信息技術(shù)等領(lǐng)域的領(lǐng)先制造商和服務(wù)供應(yīng)商,與GE、飛利浦、羅氏把持了八成中國(guó)的醫(yī)療器械市場(chǎng)。隨著市場(chǎng)競(jìng)爭(zhēng)的日益加劇,客戶的要求無時(shí)無刻不在提高,沒有優(yōu)質(zhì)的售后服務(wù)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(shè)備行業(yè)為寫作背景,S醫(yī)療公司做為本文的研究對(duì)象,分別分析了客戶滿意度、客戶忠誠(chéng)度、關(guān)系營(yíng)銷以及服務(wù)營(yíng)銷的相關(guān)理論總結(jié)基礎(chǔ)上,簡(jiǎn)單的介紹了S醫(yī)療公司售后服務(wù)的發(fā)展現(xiàn)狀,梳理了S醫(yī)療公司售后服務(wù)內(nèi)容以及流程,通過調(diào)查問卷等方式來分析找到其售后服務(wù)系統(tǒng)的現(xiàn)存問題與不足之處,深度挖掘現(xiàn)有客戶對(duì)需求的有利的售后服務(wù)方案,分析其市場(chǎng)競(jìng)爭(zhēng)對(duì)手,設(shè)計(jì)出符合S醫(yī)療公司實(shí)際的優(yōu)質(zhì)售后服務(wù)方案,從而提高客戶滿意度,贏得客戶。本文研究的售后服務(wù)方案,在售后服務(wù)的方案設(shè)計(jì),較其他研究,更加具體細(xì)化,而且與互聯(lián)網(wǎng)有機(jī)結(jié)合。該研究不僅對(duì)于S公司起到重要的業(yè)績(jī)保障作用,同時(shí)在當(dāng)下產(chǎn)品服務(wù)日益重要,服務(wù)質(zhì)量好、客戶滿意度高的企業(yè)生存機(jī)會(huì)更大的背景下,對(duì)于行業(yè)內(nèi)的公司有著示范和標(biāo)桿作用,對(duì)于整個(gè)行業(yè)的發(fā)展和提升有著重要的意義和價(jià)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(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F274;F416.4

【相似文獻(xiàn)】

相關(guān)期刊論文 前10條

1 朱燕,鄧儀;客戶滿意──構(gòu)建企業(yè)“客戶忠誠(chéng)方略”的起點(diǎn)[J];經(jīng)濟(jì)前沿;2001年07期

2 李健;網(wǎng)絡(luò)時(shí)代的客戶忠誠(chéng)[J];IT經(jīng)理世界;2001年11期

3 董 宣;贏取客戶長(zhǎng)期忠誠(chéng)的要訣[J];企業(yè)活力;2002年07期

4 夏建勝;善待客戶就是善待自己——談客戶關(guān)系管理[J];經(jīng)貿(mào)導(dǎo)刊;2002年06期

5 張志檁;漫談客戶關(guān)系管理[J];中國(guó)石化;2002年01期

6 王彥;構(gòu)建客戶忠誠(chéng)——廠商成功的關(guān)鍵[J];工業(yè)技術(shù)經(jīng)濟(jì);2002年06期

7 邵建平,劉音妤;從員工忠誠(chéng)到客戶忠誠(chéng)[J];商業(yè)時(shí)代;2003年13期

8 洪磊;妥善化解客戶異議[J];工廠管理;2003年08期

9 劉義,萬迪z，

本文編號(hào)：2328738