Research On Improvement Of Customer Satisfaction On Medical Device Service Of P Company Based On Service Operation

Accompanied with the economic growth, now, people’s living level increased quickly. They have strong demand for medical and health services, and the medical service industry get more attention. Chinese medical equipment market has attractive prospect, not only many multinational medical device companies has invaded, but also local enterprises taking geographical advantage to deploy low-cost competitive strategy. So the medical equipment market has becoming into a competitive marketplace. In such situation, in order to obtain long term market competitiveness, all related enterprises need to pay more attention on customer service, because excellent service could win back high level satisfaction and loyalty.There are many theories research and applications on customer satisfaction and service operation management. Some scholars research service industry on how to enhance service quality to give an enterprise to bring long-term greater efficiency and competitiveness, some scholars research service operation in practice and medical services on both the management and operation analysis sides, some scholars focused in the service industry such as bank, telecommunication, insurance business and government departments. At the same time, end users and medical devices industry have noticed that the after-sale service of medical equipment plays a very important role for medical equipment’s quality and running efficiency at the same time customer’s expectation become higher and higher. However, few studies have been devoted to the study of the application of service operation theory to the customer service satisfaction of multinational medical equipment suppliers. At present and in the future, multinational medical equipment manufacturer’s products will take most market share in Chinese medical equipment, especially the high value of high-tech medical equipment. Therefore, it is necessary to carry out research on the multinational medical equipment production and operation enterprises.This research based on theory of operation service, such as service contact, service matching and service quality, combine with customer satisfaction and loyalty on medical equipment industry, not only extend the service operation management theory application scope, but also put forward a new perspective to the study of the research on customer satisfaction and customer loyalty. It’s this study’s theoretical value. This study is based on the service operation, take customer demand as the core, and take customer satisfaction and customer loyalty as the starting point, make full use of the service contact, service supply and service quality theory, then give detail analysis and research on the transnational medical equipment company (P Company) in China customer service, and select a product line of P Company as an example, compare of industry survey the results of the customer needs and concerns, find out the problems and reasons existing in P Company on medical customer service system, and also find out out which play an important role in several key factors. Then analyze the key factors, supply corresponding solutions. Finally, according to the feedback results of some areas, the results of these problems are expected to solve the problem. Those solutions have positive significance to enhance the company’s market competitiveness and brand value, which is the practical significance and value of this paper.Customer satisfaction and loyalty are affected by many factors. Customer service of medical equipment is related to the external market environment and internal environment. The external factors such as legal, political and cultural, internal factors such as corporate strategy, organizational structure, human resources, supply chain almost all aspects.This study just only focus on the perspective of service operation, and the service contact, matching and quality of service research. So the study is a little narrow unavoidably. Hope in the future, such issue can be studied from more broader perspective, and work out more comprehensive analysis of research.