Culture-related service expectations: a comparative study using the Kano model.
OBJECTIVE
To compare service expectations between Arab and Austrian patients.


METHODS
We used a Kano model-based questionnaire with 20 service attributes of relevance to the dialysis patient. We analyzed 530, 172, 60, and 68 responses from Saudi, Austrian, Syrian, and UAE patients, respectively. We compared the customer satisfaction coefficient and the frequencies of response categories ("must be," "attractive," "one-dimensional," and "indifferent") for each of the 20 service attributes and in each of the 3 national groups of patients. We also investigated whether any differences seen were related to sex, age, literacy rate, or duration on dialysis.


RESULTS
We observed higher satisfaction coefficients and "one-directional" responses among Arab patients and higher dissatisfaction coefficients and "must be" and "attractive" responses among Austrian patients. These were not related to age or duration on dialysis but were related to literacy rate.


CONCLUSIONS
We speculate that these discrepancies between Austrian and Arab patients might be related to underdeveloped sophistication in market competitive forces and to cultural influences.
Hejaili
Fayez F
FF
King Fahd National Guard Hospital, Riyadh, Kingdom of Saudi Arabia.
Assad
Lina
L
Shaheen
Faissal A
FA
Moussa
Dujana H
DH
Karkar
Ayman
A
AlRukhaimi
Mona
M
Barhamein
Majdah
M
Al Suwida
Abdulkareem
A
Al Alhejaili
Faris F
FF
Al Harbi
Ali S
AS
Al Homrany
Mohamed
M
Attar
Bisher
B
Al-Sayyari
Abdulla A
AA
D000293:Adolescent; D000328:Adult; D018912:Arabs / Q000208:ethnology*; D001317:Austria / Q000208:ethnology; D003430:Cross-Sectional Studies; D003469:Culture; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D006435:Renal Dialysis; D011795:Surveys and Questionnaires; D055815:Young Adult