Understanding In-Person Fighting Game Event Amenities Through the Kano Model

Abstract

Though often misunderstood, esports can be defined as simply as competitive video gaming (Hamari & Sjoblom, 2017). Esports events have grown into a notable sector of the sport tourism industry. Jenny et al. (2016) described the esports industry as “the convergence of culture, technology, sport, and business” (p. 4). These in-person events can draw a global audience of competitors and fans and have filled some of the largest stadiums in the world. This study explores how competitors perceive the importance of features and amenities offered in the context of in-person fighting-game tournaments. This study adopted a quantitative approach, utilizing the Kano model, which is a user design research method that assesses how users value different features of a product. This model has recently been popularized in tourism and sports research settings, laying a foundation for further event research with the model (Gregory & Parsa, 2013; Pierce et al., 2020). The Kano model asks on each item twice and categorizes each feature into four categories based on the user responses. Based on the available research, twelve survey items were compiled and included in the survey. Of these items, the results found that the prize money and spectator space are performance features, meaning the more the tournament organizer can invest in them, the more satisfied attendees will be. The results also uncovered that practice space, an event livestream, bonus events, non-monetary prizes, famous players, and merchandise are attractive features, which are features that users will be delighted to see but will not be dissatisfied if the feature is missing. While the esports industry has become highly lucrative, mistakes made when entering the field have grown costly and can even ruin a brand or destination’s reputation. As the esports industry continues to grow, this study will lay a model for impactful investments to create a satisfying and exciting tournament experience.