An Analysis of the Importance-Satisfaction of Convergent Medical Tourism Service Quality

융복합 의료관광서비스의 중요도-만족도 분석

  • Han, Jin-Young (Dept. of Hotel Management, Catholic Kwandong University) ;
  • Choi, Eun-Mi (Dept. of Medical Management, Catholic Kwandong University) ;
  • Ji, Ke-Yung (Dept. of Hotel Management, Catholic Kwandong University)
  • 한진영 (가톨릭관동대학교 호텔경영전공) ;
  • 최은미 (가톨릭관동대학교 의료경영학과) ;
  • 지계웅 (가톨릭관동대학교 호텔경영전공)
  • Received : 2015.05.13
  • Accepted : 2015.07.20
  • Published : 2015.07.28


In this study, IPA(Importance-Performance Analysis) techniques were used to suggest improvement plans and implications for convergent medical tourism services which medical tourists can be satisfied in Medical institutions. For this study, a total of 244 questionnaires among collected data for customers who experience a medical tourism service (a health checkup) at four hospitals located in Gangneung, Gangwon Province from September 1, 2014 to October 30, 2014 was to ensure a valid sample. As a result of the experiments which conducted by paired sample t-test analysis to learn corresponding to the difference between importance and satisfaction of the medical tourism services, it shows significant differences in all entries In the importance and satisfaction of the medical tourism services. As a result of the experiments which conducted by the IPA, the importance is high awareness but among service items which satisfaction is not actually high, service items that requires intensive care in the future are derived in items of "exact medical tourism services", "rapid response to the needs of the patient", "rapid medical tourism services", "communication with medical tourism coordinator". Therefore, medical institutions may need to be arranged in the Medical Tourism Coordinator with the agility and expertise of the medical tourism.


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