Using Mixed Technique of Kansei Engineering, Kano Model, and Taguchi-based Experiment Design to Improve Satisfaction and Participation of Football Spectators at Stadiums

In football industry, the sports managers should include meeting of demands and needs of spectators on their agenda. However, this study aimed to determine the needs of spectators in Iranian Football Premier League. For this purpose, Kansei engineering method, Kano model, and Taguchi method were used to collect data. First, the emotional needs (41 needs) of spectators were identified. Using Kano model, then, these emotional needs were included in a four-level questionnaire which was designed for spectators of Iranian Football Premier League; it was distributed among 400 individuals. In order to achieve optimal situation, 7 basic needs were considered in designing the experiments. These 7 needs were analyzed in a three-tier spectrum. The findings showed that Iran's sports authorities, especially the Football Federation, may improve the satisfaction and attendance of spectators in stadiums if they improve the physical and security conditions of football stadiums and remove the existing obstacles including presence of women and presence with family in stadiums. The football clubs may also help achieve this goal by employing qualified and popular players and coaches.