【摘要】：隨著我國(guó)經(jīng)濟(jì)的快速發(fā)展，主題公園這種現(xiàn)代化旅游目的地在全國(guó)范圍內(nèi)迅速發(fā)展。近幾年，各主題公園旅游人次的急劇上升，也加劇了園區(qū)游客排隊(duì)等待的現(xiàn)象，因此而引發(fā)的投訴和意外事故也時(shí)有發(fā)生，，這一系列的問(wèn)題在學(xué)界及業(yè)界都未能很好解決。如何緩解游客排隊(duì)問(wèn)題，對(duì)主題公園提高服務(wù)質(zhì)量和經(jīng)濟(jì)效益具有重要意義。 本文以株洲方特歡樂(lè)世界為例，結(jié)合服務(wù)供需理論、排隊(duì)論、游客行為和心理理論來(lái)分析園區(qū)購(gòu)票處排隊(duì)通道優(yōu)化和園內(nèi)游客流引導(dǎo)問(wèn)題。首先通過(guò)調(diào)查問(wèn)卷掌握?qǐng)@區(qū)排隊(duì)問(wèn)題的現(xiàn)狀，分析其問(wèn)題產(chǎn)生的原因，并對(duì)其排隊(duì)問(wèn)題所產(chǎn)生的經(jīng)濟(jì)現(xiàn)象進(jìn)行經(jīng)濟(jì)分析，為優(yōu)化方案的設(shè)計(jì)提供良好基礎(chǔ)。其次，通過(guò)調(diào)查問(wèn)卷得出最需要優(yōu)化的兩個(gè)問(wèn)題（即購(gòu)票排隊(duì)系統(tǒng)和園區(qū)內(nèi)部游客流控制系統(tǒng)），分別對(duì)其進(jìn)行優(yōu)化。購(gòu)票排隊(duì)系統(tǒng)的優(yōu)化是根據(jù)2012年兩個(gè)不同時(shí)期的觀測(cè)數(shù)據(jù)，建立相關(guān)的排隊(duì)模型，進(jìn)行定量分析。排隊(duì)優(yōu)化應(yīng)首先從隊(duì)列著手，分析由游客需求所造成的高峰期和非高峰期的系統(tǒng)狀況，對(duì)其進(jìn)行經(jīng)濟(jì)優(yōu)化，從優(yōu)化結(jié)果得出園區(qū)購(gòu)票窗口設(shè)置、人力資源管理等方面還需要進(jìn)行改善，并從游客、員工和園區(qū)三個(gè)方面提出相關(guān)優(yōu)化對(duì)策。同時(shí)，還需對(duì)園區(qū)內(nèi)部的排隊(duì)系統(tǒng)進(jìn)行改善，在旺季采用拓寬購(gòu)票渠道、合理安排項(xiàng)目開(kāi)放時(shí)間、引進(jìn)QuickPass系統(tǒng)等方面來(lái)分流游客，在淡季采用創(chuàng)新宣傳、合理安排項(xiàng)目開(kāi)放時(shí)間等方面引流游客，既能提高游客滿意度，也在一定程度上降低園區(qū)運(yùn)營(yíng)成本，從而改善園區(qū)排隊(duì)服務(wù)質(zhì)量，提高園區(qū)經(jīng)濟(jì)效益，實(shí)現(xiàn)園區(qū)可持續(xù)發(fā)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.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F592.7

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