In Pursuit of Understanding What Drives Fan Satisfaction

With economic considerations exerting an ever-increasing influence on soccer club activities, fan satisfaction has become an essential focus for these organizations. Despite the relevance of this topic, the literature has paid little attention to the measurement of fan satisfaction. Based on a thorough literature review and an empirical study of soccer fans, this paper outlines the development of a formative measurement index for fan satisfaction. Using data from a second soccer fan sample, the proposed fan satisfaction (FANSAT) index is assessed and applied to predict attendance. The results of a partial least squares structural equation modeling analysis imply that aspects of the stadium, club management, and the fan-based support for the club are the most important determinants of fan satisfaction.

Subjects

satisfaction

leisure experience

multi-attribute model

formative measurement

partial least squares

DDC Class

000: Allgemeines, Wissenschaft

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In Pursuit of Understanding What Drives Fan Satisfaction