基于提高客户满意度的S公司售后服务研究

发布时间：2018-11-13 09:47

【摘要】：随着我国经济的不断发展,人民物质生活水平的不断提高,人们对健康的重视程度正在不断加强,同时伴随着我国人口老龄化时代的来临,新医改的进行,共同催生了我国医疗卫生健康产业蓬勃向前发展。在这种新的形势下,作为医疗健康产业关键领域的医疗设备,其市场和需求也正在不断扩大,尤其是高端医疗设备的需求越来越高。同时,高端医疗设备产品的质量及性能的稳定关系到医生的诊断正确与否,关系到人们的生命健康,因此,起决定要素的售后服务也慢慢的受到广大医院的关注,并且售后服务也越来越作为跨国医疗设备企业的经营重点。S医疗公司是全球医疗解决方案最大的供应商之一,是医学影像、实验室诊断、医疗信息技术等领域的领先制造商和服务供应商,与GE、飞利浦、罗氏把持了八成中国的医疗器械市场。随着市场竞争的日益加剧,客户的要求无时无刻不在提高,没有优质的售后服务系统,没有良好的客户满意度支持,S医疗公司将面临着巨大的挑战。本文以医疗设备行业为写作背景,S医疗公司做为本文的研究对象,分别分析了客户满意度、客户忠诚度、关系营销以及服务营销的相关理论总结基础上,简单的介绍了S医疗公司售后服务的发展现状,梳理了S医疗公司售后服务内容以及流程,通过调查问卷等方式来分析找到其售后服务系统的现存问题与不足之处,深度挖掘现有客户对需求的有利的售后服务方案,分析其市场竞争对手,设计出符合S医疗公司实际的优质售后服务方案,从而提高客户满意度,赢得客户。本文研究的售后服务方案,在售后服务的方案设计,较其他研究,更加具体细化,而且与互联网有机结合。该研究不仅对于S公司起到重要的业绩保障作用,同时在当下产品服务日益重要,服务质量好、客户满意度高的企业生存机会更大的背景下,对于行业内的公司有着示范和标杆作用,对于整个行业的发展和提升有着重要的意义和价值。
[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.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274;F416.4

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