디지털융복합연구 (Journal of Digital Convergence)

  • 제13권7호
  • /
  • Pages.403-412
  • /
  • 2015
  • /
  • 2713-6434(pISSN)
  • /
  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

융복합 의료관광서비스의 중요도-만족도 분석

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

  • 한진영 (가톨릭관동대학교 호텔경영전공) ;
  • 최은미 (가톨릭관동대학교 의료경영학과) ;
  • 지계웅 (가톨릭관동대학교 호텔경영전공)
  • 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)
  • 투고 : 2015.05.13
  • 심사 : 2015.07.20
  • 발행 : 2015.07.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구에서는 IPA(Importance-Performance Analysis) 기법을 이용하여 의료관광객들이 만족할 수 있는 의료기관의 융복합 의료관광서비스를 위한 개선방안 및 시사점을 제시하고자 하였다. 본 연구의 자료수집에 있어서는 의료관광서비스를 경험한 고객들을 대상으로 2014년 9월 1일-2014년 10월 30일까지 검진을 받은 의료관광 고객들을 대상으로 총 244부의 설문지를 유효표본으로 확보하였다. 의료관광서비스의 중요도와 만족도의 차이를 알아보기 위하여 대응표본 t-test를 실시한 결과, 의료관광 서비스의 중요도와 만족도에 있어 모든 항목에서 유의한 차이를 보이고 있었다. 의료관광서비스에 대한 IPA 분석결과, 중요도는 높게 인식을 하지만 실제로는 만족도가 높지 않은 서비스 항목들로 향후에 집중 관리가 필요한 항목으로 '정확한 의료관광서비스', '환자의 요구에 신속한 대응', '신속한 의료관광서비스', '의료관광코디네이터와의 의사소통'의 항목들로 도출되었다. 그러므로 의료기관들은 의료관광에 대한 신속성과 전문성을 가진 의료관광코디네이터를 배치하여야 할 필요성이 있다.

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.

키워드

참고문헌

  1. Kwak, Dae-Young(2012), A Study on the Factors Affecting the Satisfaction Level of Medical Tourism Product: Focused on Medical Service, Journal of Hotel & Resort, 11(2): 125-144.
  2. Ko, Seon-Hee.Park Eun-Suk (2012), Research on the medical tourism attributes by IPA, Journal of The Korea Contents Society, 12(4): 438-447.
  3. Kim, Kyoung-Hwan.Chang, Young-Il.Jung, You-Soo(2011), A Study on revisiting intentions of medical institution customers and service quality factors influencing word-of-mouth effect, Journal of the Korean Society for Quality Management, 38(4): 15-23.
  4. Kim, Seong-Seop.Kim, Mi-Ju(2010), A study of assessing a medical tourism market and exploring preferred medical products and tour programs to strengthen korea"s international tourism competitiveness, Korean Journal of Tourism Research, 25(2): 357-377.
  5. Kim, Yang-Kyun.Choi, Min-Sik.Oh, Young-I n.Yu, Tae-Young(2010), A study of identifies the factors affecting the selection of medical tourism destinations, 19(4): 99-113.
  6. Kim, Heung-Ryel(2012), Comparative study for importance and preference of medical service quality-Foused on Daejeon Metropolitan City, Korea Journal of Tourism and Hospitality Research 26(5): 115-129.
  7. Daejeon Metropolitan City(2011). The long-term comprehensive plan for fostering Medical tourism.
  8. Park, Dae-Han.Kim, Young-Kyu(2012), A study on the development of medical tourism service process model and service manual, The korean academy society of culture & tourism, 14(1): 7-17.
  9. Lee, Chang-Nam.Kim, Hyun-Ju.Hwang, Il-Yung(2013), The Effects of International Medical Toursim Service Quality on Perceived Value, International Commerce and Information Review, 15(4): 3-25.
  10. Rim, Choun-Rye(2011), A Study on the Effects of medical tourism service quality, perceived value, satisfaction and behavioral Intention, Tourism Business Management, Kyonggi University Graduate School of Tourism & Hospitality, Ph.D. Dissertation.
  11. Rim, Choun-Rye(2011), A Study on the Effects of medical tourism service quality, perceived value, satisfaction and behavioral Intention depending on the type of medical tourism, korea service Industry Academy, 8(3): 97-113.
  12. Yun, dae-sun(2011), Latest Tourism Management Principles, Daewansa Publishing Company.
  13. Yu, ji-yun, Kang.Kang, Jae-Jeong(2008). A study of prefer Property Analysis for medical tourism of China, Japan and South Korea's tourists to promote the convergence and the composite of Medical treatment and tourism, Journal of Tourism Sciences, (21): 335-355
  14. Yu, Ji-Yun(2008), A cross-Cultural Study on Participation Intention to Medical tourism among Korean, Chinese & Japanese Visitors in Korea, Journal of Tourism Research, 33(3): 187-204
  15. Han, Jin-Young.Choi, Eun-Mi.Ji, Ke-Yong(2011). The exploratory study on development of medical toursim product in Gangwon Province, Journal of Hospitality and Tourism Studies, 13(3): 1-16.
  16. Jang, Yang-Lae(2011), An Analysis on the Factors of Influence on Preference of Japanese Medical Tourists, Korea Journal of Tourism and Hospitality Research, 25(4): 368-380.
  17. Chung, Jae-Hoon.Han, Jang-Hul(2009), The effects of the attribute-level satisfaction on the overall satisfaction and the mediation role of involvement in medical service, Korean Corporation Management Review, 16(2): 243-258.
  18. Korea Culture & Tourism Institute(2010), 2009 International Visitor Survey.
  19. Connell, J.(2006). "Medical tourism: sea, sun, sand and surgery", Tourism Management, 27(6): 1093-1100. https://doi.org/10.1016/j.tourman.2005.11.005
  20. Evan, J. R. & Berman, B.(1984). Service and Non-Profit American Marketing, New York: Marcmillan Publishing Company.
  21. Geng, X., & Chu, X.(2012). "A new Importance-Performance analysis approach for customer satisfaction evaluation supporting PSS design", Expert Systems with Applications, 39: 1492-1502. https://doi.org/10.1016/j.eswa.2011.08.038
  22. Gronroos, C.(1984). A Service quality model and its marketing implications, European Journal of Marketing, 18(4): 36-44. https://doi.org/10.1108/EUM0000000004784
  23. Gupta, A. S.(2004). Medical tourism and public health. People's Democracy, 27(19). Retreived 12.05.09.
  24. Korea International Medical Association: www.koreahealthtour.co.kr
  25. Medlik, S.(1996). Dictionary of Travel, Tourism and Hospitality, British Library Cataloging in Publication Data, London.
  26. Mueller, H. & Lanz-Kaufmann, E.(2001). Wellness Tourism: Market analysis of a special health tourism segment and implications for the hotel industry. Journal of Vacation Marketing, 7(1): 5-17. https://doi.org/10.1177/135676670100700101
  27. Oh, H.(2001). Revisiting Importance-Performance analysis. Tourism Management, 22(6), 617-627. https://doi.org/10.1016/S0261-5177(01)00036-X
  28. Reddy, S. G., York, V. K., & Brannon, L, A.(2010). "Travel for Treatment: Studets' Perspective on Medical Tourism", International Journal of Tourism Research, 12(5): 510-522. https://doi.org/10.1002/jtr.769
  29. Smith, P. C., Forgione, D.(2007). Global outsorcing of healthcare: A medical tourism model, Journal of information Technology Case and Application Research, 9(3): 19-30. https://doi.org/10.1080/15228053.2007.10856117

피인용 문헌

  1. Characteristics of cosmetic medical tourism in Korea vol.1, pp.1, 2017, https://doi.org/10.25056/JCM.2017.1.1.25