游乐型主题公园服务效率优化研究

发布时间：2018-03-03 12:12

本文选题：游乐型主题公园　切入点：服务效率　出处：《广西大学》2017年硕士论文　论文类型：学位论文

【摘要】：近十几年来,我国旅游业蓬勃发展,游客数量呈现出持续高位的增长,国内旅游已从小群体向大众化市场转变。随着旅游业的发展,作为旅游目的地之一的主题公园已然成为新型的旅游吸引物。然而,游乐型主题公园作为我国最常见的主题公园类型之一,在其发展的过程中呈现出各种各样的服务问题,这些问题严重影响着游客的体验,也影响着主题公园的服务效率。因此,本研究通过网上问卷调查的形式对游乐型主题公园的游客进行抽样调查。从游客体验的角度出发,运用回归分析的方法得出服务与管理、公园环境和排队速度这三个自变量对因变量总体满意度有显著的影响。为了有效提升主题公园的服务效率,本研究以现代IE为视角,从环境方面、排队方面和服务与管理这三个大的方面进行优化。首先,通过M/M/c排队论方法来改善主题公园的排队问题,对游玩模式进行调整,把串联的游玩模式变成并联的游玩模式,从而提升游玩设备的利用率,也能起到游客分流,减少排队时间的效果,从而提升服务效率;其次,通过用线性规划的方法建立数学模型,对热门项目的游玩顺序进行优化,得到最优的游玩路线,减少游玩时间,提升服务效率;此外,本研究也从设施布局和游客体验的角度来进行优化。通过对垃圾桶的这一可变性强的设施投入进行管理,结合现代工业工程中的设施布局理论对垃圾桶的布局进行优化,在不影响游客体验的前提下合理规划垃圾桶的投入数量,达到最优布置;再通过5S管理来提升游客体验感知,通过标识导示系统的设计使游客能够快速识别导示标识找到目的地,同时对服务人员和游客的互动过程效率进行优化,最终提升主题公园的整体服务效率。
[Abstract]:In the past ten years, the tourism industry of our country has been booming, and the number of tourists has shown a sustained high growth. Domestic tourism has changed from a small group to a popular market. With the development of tourism, As one of the tourist destinations, theme park has become a new type of tourist attraction. However, as one of the most common theme park types in China, there are various service problems in the process of its development. These problems seriously affect the experience of tourists and the service efficiency of theme parks. By using regression analysis, three independent variables, namely, service and management, park environment and queue speed, have significant effects on the overall satisfaction of dependent variables. In order to effectively improve the service efficiency of theme parks, this study takes modern IE as a perspective. From the aspect of environment, queuing and service and management, we can optimize these three aspects. First of all, we can improve the queuing problem of theme parks by using M / M / C queuing theory, and adjust the play mode. Changing the series play mode into the parallel play mode, thus enhancing the utilization rate of the play equipment, also playing the role of diverting tourists, reducing the queuing time, thereby improving the service efficiency; secondly, By using linear programming method to establish mathematical model, to optimize the order of popular events, to get the best play route, to reduce play time, to improve service efficiency, in addition, This study also optimizes the layout of the facilities and the visitors' experience. Through the management of the highly volatile facility input of the garbage can and the theory of facility layout in modern industrial engineering, the layout of the garbage can is optimized. In the premise of not affecting the tourist experience, reasonable planning of the amount of garbage can input to achieve the optimal layout; then through 5S management to enhance the perception of tourists experience, Through the design of the signalling system, tourists can quickly identify the guide signs to find the destination, and optimize the interaction efficiency of service personnel and tourists, finally improve the overall service efficiency of theme parks.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719.5

【相似文献】