基于M/M/1排队模型的排队现象实证研究——以广州增城宾馆为例

Empirical research on queuing phenomenon based on the M/M/1 queuing model——A case for Guangzhou Zengcheng Hotel

排队模型旨在对排队系统的结构和运行规律进行研究,以将排队时间控制在一定的限度内,在成本的降低和服务质量的提高之间达到平衡。探讨了M/M/1排队模型的输入过程、排队规则、服务机构三个组成部分。根据M/M/1排队模型的基本原理,确定排队模型的平均顾客数、等待的平均顾客数、顾客逗留时间、顾客等待时间等关键指标,并以广州增城宾馆排队现象进行实证分析,通过现场调查和问卷调查进行资料搜集,运用M/M/1排队模型对调查数据进行分析,针对顾客等待时间较长提出系统繁忙时增加服务点、实行分流机制、考虑顾客心理感受、提高员工服务效率等对策。

The queuing model is used to analyse the structure and operation rule of the queuing systems in order to control the queue time to a certain extent and achieve a balance between the service quality improvement and the cost reduction. This paper explores the queuing input process,rules,service of the M / M /1 queuing model. According to the basic principle of M / M /1 queuing model,we determine the average number of customers,customer waiting time,waiting time and other key factors. We take the queuing phenomenon of Zenmgcheng Hotel for example,through field investigation and questionnaire to collect data,use M / M /1 model to analyse the collected data. According to the customers＇ waiting time,this paper puts forward the countermeasures such as increasing service sites when the system is busy,implementing the branching mechanism,considering the customers＇ psychological feeling,improving staffs＇ service efficiency.