| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-8页 |
| LIST OF ABBREVIATIONS | 第8-19页 |
| 1 Introduction | 第19-27页 |
| 1.1 Research background | 第19-21页 |
| 1.2 Research significance | 第21-22页 |
| 1.3 Research framework | 第22-25页 |
| 1.4 Research methods | 第25页 |
| 1.5 Innovation points | 第25-27页 |
| 2 Literature Review | 第27-35页 |
| 2.1 Customer value theory | 第27-30页 |
| 2.2 Customer satisfaction theory | 第30-31页 |
| 2.3 Customer satisfaction measurement model | 第31-33页 |
| 2.3.1 Model introduction | 第32页 |
| 2.3.2 Advantages and disadvantages analysis | 第32-33页 |
| 2.4 Research on customer satisfaction based on customer value | 第33-35页 |
| 3 Case Description | 第35-46页 |
| 3.1 The profile of the B company | 第35-37页 |
| 3.2 The market situation of the B company | 第37-39页 |
| 3.3 The relationship between customer satisfaction and performance | 第39-41页 |
| 3.4 The target customer satisfaction status of the B company | 第41-42页 |
| 3.5 Problems of customer satisfaction management in the B company | 第42-46页 |
| 3.5.1 Quality element | 第44页 |
| 3.5.2 Price element | 第44页 |
| 3.5.3 Service element | 第44-46页 |
| 4 Case Analysis | 第46-77页 |
| 4.1 The market analysis of the medical device industry | 第46-50页 |
| 4.1.1 The definition and classification of the medical device | 第46页 |
| 4.1.2 The market characteristics of the medical device | 第46-47页 |
| 4.1.3 The market status of the medical device | 第47-49页 |
| 4.1.4 The customer characteristics of the medical device | 第49-50页 |
| 4.2 Key factors affecting customer satisfaction of the medical device | 第50-54页 |
| 4.2.1 Tangible product factors | 第51-52页 |
| 4.2.2 Invisible service factor | 第52-54页 |
| 4.3 Establish customer satisfaction index system | 第54-57页 |
| 4.3.1 Index system construction principle | 第54-55页 |
| 4.3.2 Customer satisfaction evaluation index system | 第55-57页 |
| 4.4 Determination of customer satisfaction index weight | 第57-66页 |
| 4.4.1 Building a hierarchy model | 第57-58页 |
| 4.4.2 Questionnaire design and data collection for index weight | 第58-60页 |
| 4.4.3 Build judgments matrix | 第60-62页 |
| 4.4.4 The calculation of each index weight | 第62-66页 |
| 4.5 Consistency check | 第66-67页 |
| 4.6 The medical device customer satisfaction questionnaire | 第67-70页 |
| 4.7 Reliability and validity analysis | 第70-73页 |
| 4.8 The customer satisfaction evaluation result | 第73-77页 |
| 5 Solutions | 第77-91页 |
| 5.1 Provide high quality products and improve the quality assurance | 第78-82页 |
| 5.1.1 Effective customer complaint management | 第78-79页 |
| 5.1.2 Uniform products quality standards | 第79-80页 |
| 5.1.3 Implement the traceability and nonconforming product control | 第80-81页 |
| 5.1.4 Strengthen the training of operators and inspectors | 第81页 |
| 5.1.5 Improve the quality assurance of customer perceived value | 第81-82页 |
| 5.2 Optimization cost and reduce customer cost | 第82-84页 |
| 5.2.1 Optimize cost effectively | 第82页 |
| 5.2.2 Reduce the tangible spending of the customer | 第82-83页 |
| 5.2.3 Reduce the risk perception of the customer | 第83-84页 |
| 5.3 Improve service level | 第84-91页 |
| 5.3.1 Effective service to increase customer added value | 第84-85页 |
| 5.3.2 Improve internal process | 第85-87页 |
| 5.3.3 Carry out internal marketing | 第87-88页 |
| 5.3.4 Improve service performance evaluation system | 第88页 |
| 5.3.5 Shaping the "customer centered" corporate culture | 第88-89页 |
| 5.3.6 Help customers to improve | 第89-91页 |
| 6 Conclusion and Prospect | 第91-94页 |
| 6.1 Main conclusions | 第91-92页 |
| 6.2 Research limitations and future research directions | 第92-94页 |
| Appendix 1 The medical device CS index weight questionnaire | 第94-97页 |
| Appendix 2 The medical device CS questionnaire | 第97-99页 |
| REFERENCE | 第99-101页 |
