本文選題：游樂(lè)型主題公園　切入點(diǎn)：服務(wù)效率　出處：《廣西大學(xué)》2017年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：近十幾年來(lái),我國(guó)旅游業(yè)蓬勃發(fā)展,游客數(shù)量呈現(xiàn)出持續(xù)高位的增長(zhǎng),國(guó)內(nèi)旅游已從小群體向大眾化市場(chǎng)轉(zhuǎn)變。隨著旅游業(yè)的發(fā)展,作為旅游目的地之一的主題公園已然成為新型的旅游吸引物。然而,游樂(lè)型主題公園作為我國(guó)最常見(jiàn)的主題公園類(lèi)型之一,在其發(fā)展的過(guò)程中呈現(xiàn)出各種各樣的服務(wù)問(wèn)題,這些問(wèn)題嚴(yán)重影響著游客的體驗(yàn),也影響著主題公園的服務(wù)效率。因此,本研究通過(guò)網(wǎng)上問(wèn)卷調(diào)查的形式對(duì)游樂(lè)型主題公園的游客進(jìn)行抽樣調(diào)查。從游客體驗(yàn)的角度出發(fā),運(yùn)用回歸分析的方法得出服務(wù)與管理、公園環(huán)境和排隊(duì)速度這三個(gè)自變量對(duì)因變量總體滿意度有顯著的影響。為了有效提升主題公園的服務(wù)效率,本研究以現(xiàn)代IE為視角,從環(huán)境方面、排隊(duì)方面和服務(wù)與管理這三個(gè)大的方面進(jìn)行優(yōu)化。首先,通過(guò)M/M/c排隊(duì)論方法來(lái)改善主題公園的排隊(duì)問(wèn)題,對(duì)游玩模式進(jìn)行調(diào)整,把串聯(lián)的游玩模式變成并聯(lián)的游玩模式,從而提升游玩設(shè)備的利用率,也能起到游客分流,減少排隊(duì)時(shí)間的效果,從而提升服務(wù)效率;其次,通過(guò)用線性規(guī)劃的方法建立數(shù)學(xué)模型,對(duì)熱門(mén)項(xiàng)目的游玩順序進(jìn)行優(yōu)化,得到最優(yōu)的游玩路線,減少游玩時(shí)間,提升服務(wù)效率;此外,本研究也從設(shè)施布局和游客體驗(yàn)的角度來(lái)進(jìn)行優(yōu)化。通過(guò)對(duì)垃圾桶的這一可變性強(qiáng)的設(shè)施投入進(jìn)行管理,結(jié)合現(xiàn)代工業(yè)工程中的設(shè)施布局理論對(duì)垃圾桶的布局進(jìn)行優(yōu)化,在不影響游客體驗(yàn)的前提下合理規(guī)劃垃圾桶的投入數(shù)量,達(dá)到最優(yōu)布置;再通過(guò)5S管理來(lái)提升游客體驗(yàn)感知,通過(guò)標(biāo)識(shí)導(dǎo)示系統(tǒng)的設(shè)計(jì)使游客能夠快速識(shí)別導(dǎo)示標(biāo)識(shí)找到目的地,同時(shí)對(duì)服務(wù)人員和游客的互動(dòng)過(guò)程效率進(jìn)行優(yōu)化,最終提升主題公園的整體服務(wù)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.
【學(xué)位授予單位】：廣西大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F719.5

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