title: Culture-related service expectations: a comparative study using the Kano model.
abstract: 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.
authors.affiliation: King Fahd National Guard Hospital, Riyadh, Kingdom of Saudi Arabia.
authors.forename: Fayez F
authors.initials: FF
authors.lastname: Hejaili
authors.forename: Lina
authors.initials: L
authors.lastname: Assad
authors.forename: Faissal A
authors.initials: FA
authors.lastname: Shaheen
authors.forename: Dujana H
authors.initials: DH
authors.lastname: Moussa
authors.forename: Ayman
authors.initials: A
authors.lastname: Karkar
authors.forename: Mona
authors.initials: M
authors.lastname: AlRukhaimi
authors.forename: Majdah
authors.initials: M
authors.lastname: Barhamein
authors.forename: Abdulkareem
authors.initials: A
authors.lastname: Al Suwida
authors.forename: Faris F
authors.initials: FF
authors.lastname: Al Alhejaili
authors.forename: Ali S
authors.initials: AS
authors.lastname: Al Harbi
authors.forename: Mohamed
authors.initials: M
authors.lastname: Al Homrany
authors.forename: Bisher
authors.initials: B
authors.lastname: Attar
authors.forename: Abdulla A
authors.initials: AA
authors.lastname: Al-Sayyari
mesh_terms: 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