株洲方特欢乐世界排队等待问题研究
发布时间：2018-09-16 19:11
【摘要】：随着我国经济的快速发展，主题公园这种现代化旅游目的地在全国范围内迅速发展。近几年，各主题公园旅游人次的急剧上升，也加剧了园区游客排队等待的现象，因此而引发的投诉和意外事故也时有发生，，这一系列的问题在学界及业界都未能很好解决。如何缓解游客排队问题，对主题公园提高服务质量和经济效益具有重要意义。 本文以株洲方特欢乐世界为例，结合服务供需理论、排队论、游客行为和心理理论来分析园区购票处排队通道优化和园内游客流引导问题。首先通过调查问卷掌握园区排队问题的现状，分析其问题产生的原因，并对其排队问题所产生的经济现象进行经济分析，为优化方案的设计提供良好基础。其次，通过调查问卷得出最需要优化的两个问题（即购票排队系统和园区内部游客流控制系统），分别对其进行优化。购票排队系统的优化是根据2012年两个不同时期的观测数据，建立相关的排队模型，进行定量分析。排队优化应首先从队列着手，分析由游客需求所造成的高峰期和非高峰期的系统状况，对其进行经济优化，从优化结果得出园区购票窗口设置、人力资源管理等方面还需要进行改善，并从游客、员工和园区三个方面提出相关优化对策。同时，还需对园区内部的排队系统进行改善，在旺季采用拓宽购票渠道、合理安排项目开放时间、引进QuickPass系统等方面来分流游客，在淡季采用创新宣传、合理安排项目开放时间等方面引流游客，既能提高游客满意度，也在一定程度上降低园区运营成本，从而改善园区排队服务质量，提高园区经济效益，实现园区可持续发展。
[Abstract]:With the rapid development of China's economy, the theme park, a modern tourist destination, is developing rapidly throughout the country. In recent years, the number of tourists traveling in the theme parks has risen sharply, and the phenomenon of tourists waiting in line has been aggravated. As a result, complaints and accidents have occurred from time to time. These problems have not been solved very well in academic circles and in the industry. How to alleviate the problem of tourists queuing is of great significance to improve the service quality and economic benefit of the theme park. This paper takes Zhuzhou Fangte Happy World as an example, combines the theory of service supply and demand, queuing theory, tourist behavior and psychological theory to analyze the optimization of queuing channel and the guide of tourist flow in the park. Firstly, the present situation of the queuing problem in the park is grasped by questionnaire, the causes of the problem are analyzed, and the economic phenomenon of the queuing problem is analyzed in order to provide a good foundation for the design of the optimized scheme. Secondly, through the questionnaire, we find out the two most important problems (ticket queuing system and visitor flow control system), and optimize them respectively. The optimization of ticket queuing system is based on the observation data of two different periods in 2012. The queuing optimization should begin with queue, analyze the system condition of peak and off-peak period caused by tourists' demand, optimize it economically, and get the ticket window setting of park from the result of optimization. Human resource management needs to be improved, and the related optimization countermeasures are put forward from three aspects: tourists, staff and park. At the same time, we also need to improve the queuing system in the park. In the peak season, we should expand the ticket purchasing channels, arrange the opening hours of the projects reasonably, introduce the QuickPass system to divert tourists, and adopt innovative publicity in the off-season. Reasonable arrangement of project opening time can not only improve the satisfaction of tourists, but also reduce the operating cost of the park to a certain extent, thus improving the quality of queuing service, increasing the economic benefits of the park, and realizing the sustainable development of the park.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.7
本文编号：2244515
[Abstract]:With the rapid development of China's economy, the theme park, a modern tourist destination, is developing rapidly throughout the country. In recent years, the number of tourists traveling in the theme parks has risen sharply, and the phenomenon of tourists waiting in line has been aggravated. As a result, complaints and accidents have occurred from time to time. These problems have not been solved very well in academic circles and in the industry. How to alleviate the problem of tourists queuing is of great significance to improve the service quality and economic benefit of the theme park. This paper takes Zhuzhou Fangte Happy World as an example, combines the theory of service supply and demand, queuing theory, tourist behavior and psychological theory to analyze the optimization of queuing channel and the guide of tourist flow in the park. Firstly, the present situation of the queuing problem in the park is grasped by questionnaire, the causes of the problem are analyzed, and the economic phenomenon of the queuing problem is analyzed in order to provide a good foundation for the design of the optimized scheme. Secondly, through the questionnaire, we find out the two most important problems (ticket queuing system and visitor flow control system), and optimize them respectively. The optimization of ticket queuing system is based on the observation data of two different periods in 2012. The queuing optimization should begin with queue, analyze the system condition of peak and off-peak period caused by tourists' demand, optimize it economically, and get the ticket window setting of park from the result of optimization. Human resource management needs to be improved, and the related optimization countermeasures are put forward from three aspects: tourists, staff and park. At the same time, we also need to improve the queuing system in the park. In the peak season, we should expand the ticket purchasing channels, arrange the opening hours of the projects reasonably, introduce the QuickPass system to divert tourists, and adopt innovative publicity in the off-season. Reasonable arrangement of project opening time can not only improve the satisfaction of tourists, but also reduce the operating cost of the park to a certain extent, thus improving the quality of queuing service, increasing the economic benefits of the park, and realizing the sustainable development of the park.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.7
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