An Investigation of Effective Factors on Spectators’ Satisfaction Using Importance-Performance Analysis (IPA) Approach

The purpose of this study was investigation of effective factors on Spectators’ satisfaction Using Importance-Performance Analysis (IPA) Approach.

The population of this study included all Spectators of the first sport for all Olympiad in Kermanshah province. Out of which 385 person were chosen by convenience sampling. The questionnaire that was designed by investigator used for data collection.This questionnaire included of 8 factors and 53 questions.

The research results showed of 8 factors affecting on the customers’ satisfaction, 1 factors among males were in the possible overkill (reduce) area, 2 factors among males and 2 factors among females were in the lower priority area, 2 factors among males and 2 factors among females were in the concentrate here area and 3 factor among males and 4 factors among females were in the keep up the good work.

The factors that have been in the lower priority area are not threatening for the system operation and don’t require immediate correction. The factors that have been in the concentrate here area, requires immediate reform and in this respect have high priority. Finally, the factors that have been in the keep up the good work area not only are important for the customers but also satisfied with their performance.