Research On Customer Satisfaction Improvement Strategies Of T Medical Device Co., Ltd

The medical device industry is encountering a growing number of challenges and opportunities in the wake of China’s ongoing healthcare reform policy and the fast-paced advancement of the medical sector in recent years.On the one hand,the increasing demands of market supervision and policy environment have raised higher requirements for medical device companies,making the industry face more severe competition and pressure.Conversely,the expanding demand for medical devices,resulting from the growing need for health and medical services among the populace,creates more opportunities for the development of the industry.As a small-scale medical device distributor,T Medical Equipment Co.,Ltd.is facing many management problems and challenges in customer service.Firstly,the company’s management model is outdated and non-standard,requiring the introduction of more scientific management systems and standardized processes to improve work efficiency and service quality.Secondly,although the company has been actively expanding new customers,it has neglected the maintenance and service of old customers,which not only wastes existing customer resources but also lowers customer loyalty and satisfaction.In addition,the service provided by the company is too simple,without customer feedback mechanisms,making it difficult to understand customer needs and opinions in a timely manner,resulting in overall low customer satisfaction.To adapt to changing market conditions,enhance the competitiveness of the company,and improve the quality of its services,this study used the revised service quality scale for the medical device industry as a guide to enhance the service quality of T Medical Equipment Co.,Ltd.By designing a survey questionnaire tailored to the case company’s specific circumstances,customer satisfaction data were collected and analyzed for research purposes.Through stepwise linear regression analysis,seven key factors that affect T Medical Equipment Co.,Ltd.’s customer satisfaction were identified: timely product delivery,the company’s efforts to assist customers in solving difficulties,accurate notification of service time by staff,staff’s quick problem-solving abilities,the staff’s level of professional knowledge,the company’s understanding of customer’s most concerned issues,and staff’s understanding of specific customer requirements.Based on this,targeted improvement strategies were formulated to enhance T Medical Equipment Co.,Ltd.’s overall customer satisfaction.