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Á¦¸ñ : ¼ºñ½º û»çÁø°ú AHPÀÇ °áÇÕ¿¡ ÀÇÇÑ ÀÇ·á°ü±¤¼ºñ½º°³¼±¹æ¾È¿¡ °üÇÑ ¿¬±¸
ÀúÀÚ : Çö¹Îö, Á¶ºÎ¿¬
¹ßÇàÇÐȸ : Çѱ¹»êÇбâ¼úÇÐȸ [The Korea Academia-industrial cooperation Society]
¹ßÇàÁ¤º¸ : Çѱ¹»êÇбâ¼úÇÐȸ³í¹®Áö Á¦ 15±Ç 4È£ pp.1895-1904(10 pages)
¹ßÇà³âµµ : 2014
ÀúÀ۽ñâ : 2014³â 4¿ù
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Àû¿ëÇÏ¿© ¼ºñ½º Ç°ÁúÀ» Çâ»ó½Ãų ¼ö ÀÖ´Â ¹æ¾ÈÀ» ¸ð»öÇÏ°íÀÚ ÇÑ´Ù.¼ºñ½º û»çÁøÀº ¼ºñ½º Àü´Þ ½Ã½ºÅÛ¿¡¼ ¹ß»ý °¡´ÉÇÑ ½ÇÆÐ ¿äÀÎÀ» ½Äº°Çϱâ À§ÇØ ³Î¸® ÀÌ¿ëµÇ°í ÀÖÀ¸¸ç,AHPºÐ¼®Àº ´Ù ±âÁØ ÀÇ»ç°áÁ¤ °úÁ¤¿¡¼ »ó´ëÀû Á߿伺À» Æò°¡ÇÏ´Â À¯ÀÍÇÑ ¹æ¹ýÀ¸·Î ÀÎÁ¤¹Þ°í ÀÖ´Ù.Áß±¹ ÀÇ·á°ü±¤°´ ÀÔÀå¿¡¼°æÇè °¡´ÉÇÑ À§ÇèÀ» ÀÌÇØÇÏ°í,ÀÌ¿¡ ´ëÇÑ °³¼± °úÁ¤¿¡¼ÀÇ ¿ì¼±¼øÀ§¸¦ Á¦¾ÈÇÏ°íÀÚ ÇÑ´Ù.À̸¦ À§ÇÏ¿© ´ÙÀ½ÀÇ ¿¬±¸°úÁ¤À» ¼öÇàÇÏ¿´´Ù.ù ¹ø° ´Ü°è¿¡¼ Çѱ¹ÀÇ ÀÇ·á°ü±¤¿¡ ´ëÇÑ ±âÁ¸ ¹®ÇåÀ» Á¶»çÇÏ°í,¼ºñ½º û»çÁøÀ» ÀÛ¼ºÇÏ¿´´Ù.µÎ ¹ø° ´Ü°è¿¡¼´ÂÁß±¹ ȯÀڵ鿡°Ô ¼ºñ½º¸¦ Á¦°øÇÏ´Â °úÁ¤À» °æÇèÇÑ Àü¹®°¡¿¡°Ô Á¦¾ÈµÈ ¼ºñ½º û»çÁø¿¡ ´ëÇØ °ËÅ並 ¿äûÇÏ¿´´Ù.¼¼ ¹ø°´Ü°è¿¡¼´Â °ËÅäµÈ ¼ºñ½º û»çÁø¿¡¼ ¹ß»ý °¡´ÉÇÑ ½Ç¼ö°¡´ÉÁ¡À» ÃßÃâÇÏ¿©,ÀÌ¿¡ ´ëÇÑ ¿ì¼±¼øÀ§¸¦ ÆľÇÇÏ°íÀÚ ÇÏ¿´´Ù.ÀÌ°úÁ¤¿¡¼ Áß±¹ ȯÀÚµéÀÌ ´À³¢´Â »ó´ëÀû Á߿伺À» ÃßÃøÇÒ ¼ö ÀÖ´Â Àü¹®°¡¸¦ ´ë»óÀ¸·Î ÇÑ AHP¹æ¹ýÀÌ Àû¿ëµÇ¾ú´Ù.ÇÏÀ§ÀÇ ¼¼ºÎÇ׸ñÀÌ Á¸ÀçÇÏ´Â 4°³ÀÇ ´Ü°è(µµÂø ¹× ȯ¿µ,ÀÔ¿ø°úÁ¤,Ä¡·á ¹× ¼ö¼ú °úÁ¤,ȸº¹ ¹× Åð¿ø°úÁ¤)¿¡ ´ëÇÑ ºÐ¼®°á°ú¿¡¼´Â,Ä¡·á¹× ¼ö¼ú °úÁ¤ÀÌ ÀÔ¿ø°úÁ¤ ´Ü°è¿Í ÇÔ²² Áß±¹ ȯÀÚÀÇ ½Å·Ú¸¦ Çâ»ó½Ãų ¼ö ÀÖ´Â Áß¿äÇÑ °úÁ¤À̶ó´Â °ÍÀ» º¸¿©ÁØ´Ù.¶ÇÇÑ,º»¿¬±¸¿¡¼´Â ¼ºñ½ºÀÇ ½ÇÆÐ ¹æÁö¸¦ À§ÇØ ÇÏÀ§ÀÇ 16°¡Áö ±âÁØ »çÀÌ¿¡¼ °³¼±µÇ¾î¾ß ÇÒ ¿ì¼±¼øÀ§¸¦ Á¦¾ÈÇÏ°íÀÚ ÇÑ´Ù.
This study explores the way t
o improve service quality with the application of Service Blueprint andAnalytic Hierarchy Process (hereafter, ¡°AHP¡±) in medical tourism. Service Blueprint has been widely accepted toidentify the possible fail points in service delivery system, and AHP analysis has been recognized as beneficial methodto rate relative importance in multi-criteria decision making process. We try to understand possible pitfalls to enhanceChinese medical tourists, and propose the priority in the resolution process. In the first step, we reviewed the extantliteratures about medical tourism of South Korea, and built initial Service Blueprint. Experts who experienced servicedelivery process towards Chinese patients participated to review the proposed Service Blueprint in the second step.Thirdly, after extracting the possible fail points from revised Service Blueprint, we asked experts to guess the relativeimportance of Chinese patient by AHP methodology. Four domains (Arrival and Welcoming, Hospitalization, Processbefore, operations, and after surgery, Recovery and discharge) were emerged with detail criteria. Results show thatoperations and treatment is the most important domain not to lose Chinese patient¡¯s loyalty with followinghospitalization process domain. Also, we suggest the priority among sixteen criteria to prevent service failure. (ÀÌÇÏ »ý·«)
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