An IPA Analysis Study on Medical Tourism Service Quality: Focusing on Medical Tourism Employees in Bucheon City

Purpose – After breaking the three-year hiatus in medical tourism due to COVID-19, the medical tourism industry is looking forward to reopening. This study conducted an empirical study on the importance and performance of medical tourism service quality to provide implications in accelerating the revitalization of the medical tourism industry. Design/Methodology/Approach – Existing studies related to the service quality of medical tourism have been conducted mainly targeting foreign patients. In order to balance this point of view, 50 medical tourism employees in Bucheon city were set as targets. Then, IPA analysis on medical tourism service quality was conducted. Findings – The medical infrastructure and system, intensive service for foreign patients only, and professional manpower have excellent service quality, and areas to be improved are the foreign patient telemedicine system of the medical system and the foreign language homepage of the service system. In order to revitalize medical tourism, it is necessary to consider priorities in the relevant areas. Research Implications – This study is meaningful as data for comparison with previous studies on medical tourism service quality before COVID-19. In addition, research on service quality for medical tourism employees was conducted to balance the implications of medical tourism research.