A Study On Tourists Queue Management

The queues are common in everyday life, how to effectively solve the queuing problem, shorten the waiting time, improve efficiency and satisfaction, has become the main problem that the service industry need to resolve.2010Shanghai World Expo visitors queuing problem was more concerned. Domestic and foreign studies have shown that the queue management, not only need to optimize queuing methods and rules from the manager perspective, but also to solve the difficulties and dissatisfaction factors encountered by the visitors in the queue from the tourist point of view, thus creating an excellent objective queuing environment for tourists and providing quality subjective queuing services. However, domestic tourism in the queue management rarely had the guidance of system theory. In this paper, based on the Shanghai World Expo, attempts to study visitors queue management theory and practice.In this paper, literature, comparative study, interview and questionnaire study were used. On the one hand, use the existing literature, to explain the course of development of queue management theory, and through comparison of queue management research on tourism and other areas, as well as domestic and foreign tourists queuing management comparison study concluded the existing queue management achievements of domestic tourism, tourists line up the shortcomings in the management; the other hand, according to the data of the interview questionnaire, studying tourists queuing intolerable situation, and their satisfaction of the World Expo management measures and facilities.The main research results, including the three areas. First, the conclusions of the analysis of queuing reasons and the types and principles of queue management. Second, based on queuing theory, organize and build a queue management system of Shanghai World Expo. The system is divided into the arrival process management, waiting process management and regulation process management, nine subsystems of all, which contains ticketing management system, traffic management systems, channel queuing system, queuing rules, queuing facilities systems, information management systems, queuing coordinated system, queuing system of organizations, crisis management system. Third, use the data to quantitatively analysis the queue management situation of Shanghai World Expo. The studies has shown that, firstly, the attracting capacity of the venue themselves, is the determinants of tourists willing to queue up; secondly, visitors are most concerned about these three phenomena: jump the queue, information and waiting time; thirdly, the most perfect regional in visitors’ opinions, is positively related to the longest area of waiting; fourthly, the most comprehensive area that the tourists thought is ticketing area, in which the highest tourists’ satisfaction is "ticketing time and place of convenience" of the ticketing system, while the worst is the dining area and the venue area, in which the lowest satisfaction management is entertainment and services. This should be taken attention and improved in the future in the queue management.