Research On The Quality Improvement Of After-sales Service Of Blood Cell Separator In Company F

Blood cell separator is a machine used for platelet collection in blood collection centers and has been widely used in China since its introduction from abroad in the 1990 s,thus improving the efficiency of platelet collection and reducing the rejection of platelet transfusion.as the first company to promote blood cell separator in the Chinese market,blood cell separator has became its core product in this field.However,due to the fierce competition in homogenization of products in recent years,the flattening growth of the industry,and the increasing demands of users for after-sales service,it is necessary to build the after-sales service squarely as part of the product in this situation.In order to further study the current after-sales service quality of Company F blood cell separators and to improve the after-sales service quality,this study is therefore conducted.Firstly,based on the above research background and service quality related theories and the characteristics of the industry,this paper constructed a questionnaire to measure the after-sales service quality of Company F’s hemocyte separator based on the performance perception service quality model(hereinafter referred to as: SERVPERF model);secondly,a total of 249 valid questionnaires were collected nationwide with an efficiency rate of 88.9%.The scale part of the questionnaire was tested for reliability using SPSS 26.0(Cr,validity test,and its reliability and validity were within a reasonable range;through statistical analysis of the survey results,the statistical data were analyzed,and the overall average rating of the scale was 3.2,with the lowest rating for the tangibility dimension and the highest rating for the assurance dimension;again,SPSS 26.0 statistical software was used to conduct exploratory factor hierarchical analysis,simplifying the original five dimensions into four dimensions,and analyzing each indicator in the four dimensions to find out the indicators with lower ratings among them for analysis.The results of this study show that feasible strategies for improving the level of after-sales service quality are provided through timely feedback and smooth communication of services to be optimized,increased input of personalized management of users in the service process,enthusiasm of service and compliance with commitments in the service process,timely recording and feedback of maintenance records,and increased input of tangibility guarantee.