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Table 9 Weighting of indicators using AHP and percentage method

From: Model construction of medical endoscope service evaluation system-based on the analysis of Delphi method

First-level categories Weight second-level indicators Weight Third-level indicators Weight
Pre-sale service 0.1345 1.1 Technical information 0.0669 1.1.1 Technical information 0.0669
  1.2 Technical solutions 0.0676 1.2.1 Providing technical solutions 0.0347
    1.2.2 Program completeness 0.0329
Sale service 0.2568 2.1 Configuration project 0.0324 2.1.1 Programme effectiveness 0.0324
  2.2 Timeliness of arrival 0.0307 2.2.1 Contract arrival 0.0164
    2.2.2 Logistics services 0.0143
  2.3 Installation manual 0.0314 2.3.1 Accompanying documentation 0.0314
  2.4 Device installation 0.0340 2.4.1 Device installation 0.0094
    2.4.2 Installation efficiency 0.0081
    2.4.3 Installation report 0.0081
    2.4.4 Installation service 0.0083
  2.5 Equipment commissioning and quality control 0.0327 2.5.1 Installation and commissioning 0.0086
    2.5.2 Quality inspection 0.0079
    2.5.3 Quality control record 0.0083
    2.5.4 Quality control service satisfaction 0.0080
  2.6 Equipment acceptance 0.0337 2.6.1 Acceptance process 0.0089
    2.6.2 Acceptance Time 0.0080
    2.6.3 Unacceptable processing 0.0084
    2.6.4 Acceptance service 0.0084
  2.7 Data protocol 0.0293 2.7.1 Data opening 0.0293
  2.8 Primary operational training 0.0327 2.8.1 Normative training 0.0107
    2.8.2 Clinical training 0.0111
    2.8.3 Medical training 0.0109
post-sale service 0.6087 3.1 Maintenance system 0.0445 3.1.1 Maintenance scale 0.0064
    3.1.2 Maintenance and certification 0.0068
    3.1.3 Maintenance system 0.0068
    3.1.4 Maintenance implementation normative 0.0069
    3.1.5 Maintenance response time 0.0076
    3.1.6 Troubleshooting time 0.0083
  3.2 Post-sales service personnel 0.0445 3.2.1 Post-sales team 0.0099
    3.2.2 Team training 0.0113
    3.2.3 Satisfaction with team service 0.0115
    3.2.4 Satisfaction with maintenance service 0.0118
  3.3 Complaint handling 0.0394 3.3.1 Complaint record 0.0099
    3.3.2 Complaint handling 0.0099
    3.3.3 Convenience of complaints 0.0102
    3.3.4 Complaint feedback 0.0102
  3.4 Adverse event monitoring 0.0408 3.4.1 Adverse event monitoring 0.0102
    3.4.2 Report of adverse events 0.0098
    3.4.3 Adverse event handling 0.0100
    3.4.4 Adverse event record 0.0108
  3.5 Maintenance and use manual 0.0459 3.5.1 Operation manual 0.0157
    3.5.2 Service manual 0.0152
    3.5.3 Openness of technical data 0.0149
  3.6 Maintenance response 0.0468 3.6.1 PM program 0.0096
    3.6.2 PM service satisfaction 0.0089
    3.6.3 Satisfaction with maintenance hotline 0.0087
    3.6.4 Satisfaction with Maintenance Response 0.0094
    3.6.5 Satisfaction with troubleshooting 0.0098
  3.7 Maintenance accessories 0.0459 3.7.1 Quality of maintenance accessories 0.0119
    3.7.2 Speed of arrival of repair accessories 0.0116
    3.7.3 Satisfaction with maintenance price 0.0117
    3.7.4 Satisfaction with payment method 0.0106
  3.8 Standby machine 0.0426 3.8.1 Whether to provide a standby machine 0.0218
    3.8.2 Satisfaction with standby service 0.0208
  3.9 Warranty contract 0.0449 3.9.1 Contract Integrity 0.0092
    3.9.2 Satisfaction with contract economy 0.0084
    3.9.3 PM Satisfaction in Contract 0.0088
    3.9.4 Satisfaction with contract indicators 0.0090
    3.9.5 Satisfaction with Contract evaluation 0.0087
  3.10 Maintenance and repair report 0.0435 3.10.1 Satisfaction with reporting quality 0.0222
    3.10.2 Satisfaction with report completion rate 0.0213
  3.11 Retraining of clinical operations 0.0412 3.11.1 Satisfaction with operational retraining 0.0412
  3.12 Retraining in clinical application 0.0417 3.12.1 Satisfaction with application retraining 0.0417
  3.13 Technical support 0.0422 3.13.1 Technical support 0.0422
  3.14 Maintenance quality 0.0449 3.14.1 Probability of the same fault occurrence 0.0226
    3.14.2 Satisfaction with equipment Performance 0.0223