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• MRI Equipment Research •
Investigation and analysis of the after-sales requirements for medical magnetic resonance imaging equipment in China
JIN Zhijia  LI Yan  LU Yong  YAN Fuhua  WANG Simin  ZHANG Huan  DING Bei  LING Huawei 

Cite this article as: Jin ZJ, Li Y, Lu Y, et al. Investigation and analysis of the after-sales requirements for medical magnetic resonance imaging equipment in China. Chin J Magn Reson Imaging, 2019, 10(2): 101-104. DOI:10.12015/issn.1674-8034.2019.02.005.


[Abstract] Objective: To investigate the after-sales demand of medical magnetic resonance imaging (MRI) from MRI practitioners in different grades of medical institutions, so as to provide reference for the optimization of after-sales service quality evaluation system and guidance for MRI equipment manufacturers to improve after-sales service quality.Materials and Methods: The after-sales service demand questionnaire was proposed by the joint of radiologists, medical engineers and statisticians using Delphi method. The survey of after-sales service demand was carried out among MRI practitioners from 70 different hospitals in 24 provinces.Results: A total of 246 valid feedbacks from 21 provinces were collected from September to November, 2018. After comprehensive analysis, 18 first-level demand indicators related to maintenance of MRI equipment were extracted. Among all these indicators, troubleshooting efficiency was mostly demanded. In addition, MRI users preferred on-site service rather than remote guidance. During the warranty period, the manufacturers should carry out 2-3 times of technical training for engineers, technicians and radiologists. The results showed the on-site training is more demanded than distance training. In terms of scientific research collaboration, the demand for scientific research project cooperation, protocal setting, and post-processing training in tertiary hospitals is higher than secondary hospitals.Conclusions: MRI equipment manufacturers should continuously improve after-sales service quality based on the specific demands of MRI users. The demand indicators from perspectives of maintenance services, technical training, and scientific research collaboration should be considered when establishing the after-sales service quality evaluation system.
[Keywords] medical equipment；magnetic resonance imaging；after-sales service；evaluation index

JIN Zhijia Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

LI Yan Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

LU Yong Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

YAN Fuhua Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

WANG Simin Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

ZHANG Huan Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

DING Bei Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

LING Huawei* Department of Radiology, Ruijin Hospital, School of Medicine, Shanghai Jiao Tong University, Shanghai 200025, China

*Correspondence to: Ling HW, E-mail: lhw10427@rjh.com.cn

Conflicts of interest   None.

ACKNOWLEDGMENTS  This work was part of National Key Research and Development Program of China No. 2016YFC0106800, 2016YFC0106801
Received  2018-12-21
Accepted  2019-01-18
DOI: 10.12015/issn.1674-8034.2019.02.005
Cite this article as: Jin ZJ, Li Y, Lu Y, et al. Investigation and analysis of the after-sales requirements for medical magnetic resonance imaging equipment in China. Chin J Magn Reson Imaging, 2019, 10(2): 101-104. DOI:10.12015/issn.1674-8034.2019.02.005.

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