의료관광 코디네이터의 직무역량과 서비스지향성이 조직성과에 미치는 영향 = An effect of job competence and service directivity of medical tourism coordinator on organizational performance

다국어 초록 (Multilingual Abstract)

This research is to find the role of Medical Tourism coordinator about present Medical Tourism since last three years of accomplishing legal Medical Tourism in Korea, and to examine how effect of the job competence and service directivity which is necessary to Medical Tourism coordinator on organizational performance.
The questionnaire of this research was progressed throughout the nation by online, and it was performed as the objects of Medical Tourism coordinators who were working at hospital and workers working in Medical Tourism agency and the person working at Medical Tourism related association from April to May, 2012 for one month. The questionnaire content used in this research was examined with total 74 question items such as 9 items for job competence, 9 items for service directivity, 7 items for organization performance, 18 items for interpersonal relationship, 5 items for the relationship with boss related to interpersonal relationship stress, 5 items for the relationship with colleagues, 5 items for the relationship with customers, 7 items for qualifications, and 9 items for general characteristics. The statistic treatment was performed using Window SPSS 18.0 and the following result was derived.
The result of this research was as the followings. In the job competence of Medical Tourism coordinator, first, the job competence of Medical Tourism coordinator was indicated as the significant positive (+) effect on organizational performance. Among job competence such as knowledge, technique, and attitude, knowledge and technique factor was bond as one, and technique and attitude was indicated as significant.
Second, service directivity of Medical Tourism coordinator was indicated as the significant positive (+) effect on organizational performance. Among customer service, service failure prevention, service standard communication of service directivity, customer service and service standard communication factor was significant.
Third, the effect on organizational performance of Medical Tourism coordinator was expected to be controlled by interpersonal relationship ability but it was not significant.
Fourth, the effect on organizational performance of Medical Tourism coordinator was expected to be controlled by interpersonal relationship stress but it was not significant.
Overall of this result, since it was indicated that job competence and service directivity of Medical Tourism coordinator effected on organizational performance, controlling variables such as interpersonal relationship ability and interpersonal relationship stress were effected insignificantly, it seems to confirm of other controlling variables effecting on organizational performance in the future.
This research has a great meaning to perform the empirical study to the objects who are working in Medical Tourism business. However, there are some limitations such as scale and time of research, research method because of various conditions. Even though the research objects were derived in nationwide, since it was mostly performed in Busan area which was the related location to the researcher, there is the limitation of research sample.
Whether job competence and service directivity about Medical Tourism coordinator is properly defined can be indicated of the problem and limitation of the research. While it was just beginning profession and public qualification system will be performed at first in the next year and there was no precedent research yet, it was composed of the personal opinion of the researcher and just based on the preliminary research about hospital coordinator performing similar business to this partly, and then it must be considered if the important factor about Medical Tourism coordinator was reflected.
And, while it was used interpersonal relationship ability and interpersonal relationship stress as the controling variables and it was not significant, it will be confirmed of other variable of the factor in the future research.
If the systematic job analysis of job competence and service directivity of Medical Tourism coordinator based on this research result in the future is accomplished, it will be suggested of improvement measure of Medical Tourism field in the future and the future research will be continued.

목차 (Table of Contents)

• 제 1장. 서론 1
• 제 1절. 연구의 필요성 1
• 제 2절. 연구의 목적 및 구성 3
• 제 2장. 이론적 배경 4
• 제 1절. 의료관광의 의미 4
• 제 2절. 의료관광 코디네이터의 정의 5
• 제 3절. 직무역량에 관한 연구 8
• 제 4절. 서비스지향성에 관한 연구 9
• 제 5절. 조직성과에 관한 연구 12
• 제 6절. 대인관계에 관한 연구 13
• 제 3장. 가설 설정 및 연구 방법 17
• 제 1절. 연구의 모형 및 가설 설정 17
• 제 2절. 조사 대상의 선정 및 자료 수집 18
• 제 3절. 변수의 조작적 정의 20
• 제 4장. 연구 결과 23
• 제1절 자료의 분석 및 일반 특성에 대한 분석 23
• 제2절 요인분석과 신뢰도 분석 29
• 제3절 가설의 검증 32
• 제4절 연구결과 요약 40
• 제 5장. 결론 및 제언 41
• 제1절 결론 41
• 제2절 연구의 한계와 제언 42
• 참고문헌 44
• Abstract
• 부록(설문지) 46