樂(lè)園游客排隊(duì)最大接受時(shí)長(zhǎng)影響因素研究

摘 要：以ACSI模型為核心，結(jié)合ABC態(tài)度模型和歸因理論等建立了概念模型，旨在探究游客排隊(duì)最大接受時(shí)長(zhǎng)的影響因素。將迪士尼樂(lè)園作為研究對(duì)象，對(duì)收集到的220份問(wèn)卷進(jìn)行統(tǒng)計(jì)分析結(jié)果發(fā)現(xiàn)，顧客期望維度的四個(gè)變量對(duì)排隊(duì)最大接受時(shí)長(zhǎng)均存在正向影響；游客排隊(duì)時(shí)的感知質(zhì)量中，游客對(duì)于園方排隊(duì)管理的努力程度的感知以及游樂(lè)項(xiàng)目對(duì)于游客預(yù)期的個(gè)性化需求的滿(mǎn)足程度對(duì)排隊(duì)最大接受時(shí)長(zhǎng)有正向影響，而排隊(duì)的感知時(shí)長(zhǎng)會(huì)對(duì)其產(chǎn)生負(fù)向影響；排隊(duì)最大接受時(shí)長(zhǎng)與顧客的抱怨/不滿(mǎn)之間存在負(fù)向影響。研究結(jié)論為樂(lè)園優(yōu)化游客排隊(duì)體驗(yàn)，提升游客排隊(duì)最大接受時(shí)長(zhǎng)提供了一定的指導(dǎo)。

關(guān)鍵詞：排隊(duì)最大接受時(shí)長(zhǎng)；ACSI模型；影響因素

中圖分類(lèi)號(hào)：F273 文獻(xiàn)標(biāo)志碼：A" " " " "文章編號(hào)：1005-9679（2024）01-00-09

Research on the Influencing Factors of the Maximum QueuingTime of Park Tourists： An Empirical Study on Shanghai Disneyland

DU Xuemei LI Jun LIU Tao

（School of Economics and Management， Tongji University， Shanghai 200092，China）

Abstract： Based on the ACSI model， combined with ABC attitude model and attribution theory， a conceptual model is established to explore the factors affecting the maximum acceptance time of tourists queuing. Taking Disneyland as the research object， the 220 questionnaires collected were statistically analyzed. The results show that all variables of the customer expectation dimension have a positive impact on the maximum acceptance time of the queue； Among the perceived quality of tourists queuing， tourists' perception of the effort of the park's queuing management has a positive impact on the maximum acceptance time of the queue， while the perceived time of the queue will have a negative impact on it. There is a negative impact between the maximum acceptance time of the queue and customer complaints/dissatisfaction. The research conclusion provides some guidance for the park to optimize the queuing experience of tourists and improve the maximum acceptance time of tourists queuing.

Key words： maximum acceptance time of the queue； ACSI model； influence factors

隨著新型冠狀病毒在我國(guó)被調(diào)整為“乙類(lèi)乙管”，人們的日常生活已逐步恢復(fù)至常態(tài)。旅游業(yè)的回暖尤其明顯，在2023年節(jié)假日期間，各地旅游市場(chǎng)迎來(lái)大爆發(fā)，景區(qū)排隊(duì)問(wèn)題成為熱點(diǎn)話(huà)題。游客到達(dá)時(shí)間的隨機(jī)性與旅游服務(wù)時(shí)間的不確定性是排隊(duì)問(wèn)題產(chǎn)生的原因之一，而園區(qū)旅游服務(wù)接待能力彈性不足更是加劇了排隊(duì)的現(xiàn)象。因此，排隊(duì)問(wèn)題的本質(zhì)是旅游服務(wù)的供需矛盾問(wèn)題，與園區(qū)的管理運(yùn)營(yíng)策略息息相關(guān)。

Zeithaml將“排隊(duì)最大接受時(shí)長(zhǎng)”定義為排隊(duì)者所能接受的等待最大分鐘數(shù)，這被視為顧客期望的最低服務(wù)水平。迪士尼樂(lè)園作為上海最為著名的樂(lè)園之一，一直深受游客的喜愛(ài)。……