Analysis of the Queue at a Zoo Safari Ticket Office
A Study on the Implementation of Automation in the Reduction of Queues
DOI:
https://doi.org/10.5281/zenodo.13333577Keywords:
Service queues, Automation, Simulation, Optimization, Customer satisfactionAbstract
This study proposes a simulation-based analysis to address the challenge of long service queues at Zoo Safári- SP. The objective is to investigate how automation can be used to reduce queues, improve visitor satisfaction and optimize ticket office operations. To achieve this objective, the research is based on collecting detailed data, evaluating automation technologies, implementing changes and comparing simulated results with real data. The methodology adopted is applied and quantitative in nature, using simulation with the Arena software to model the service process. The simulation allows you to test different scenarios and identify possible improvements to the service system. Additionally, collecting detailed data provides important information about average wait times, service capacity and visitor demand. The results of this research have the potential to provide valuable understanding for managing queues in similar environments. By implementing automation and optimization measures, it is expected that queues will be significantly reduced, providing a more satisfactory experience for visitors to Zoo Safári- SP. Additionally, improving box office operational efficiency can lead to an increase in revenue and overall park efficiency.
Downloads
References
Brown, C., et al. (2017). Automation and socioeconomic outcomes in advanced and emerging economies: a comparative analysis. World Development, 93, 156-166.
Chen, Y., Zhao, X., & Zhang, D. (2018). Queue management using big data analytics: A case study of a theme park. IEEE Access, 6, 5865-5874.
Cooper, R. B., & Kaplanis, E. C. (2006). Priority queues with retrials: A survey. Queueing Systems, 52(3), 185-208.
Erlang, A. K. (1917). Solution of some problems in the theory of probabilities of significance in automatic telephone exchanges. The Post Office Electrical Engineers' Journal, 10(1), 189-197.
Figueiredo, D. D. (2010). Aplicação da Teoria das Filas na otimização do número de caixas: um estudo de caso. v. 12, p. 175-182.
Gross, D., & Harris, C. M. (1998). Fundamentals of queueing theory. John Wiley & Sons.
HARRELL, CHARLES R., MOTT, J.R.A., BATEMAN, R.E., BOWDEN, R.G., GOGG, T.J. Simulação otimizando os sistemas. São Paulo, Instituto IMAM, 2002.
IFPA, DEFINIÇÃO BÁSICA DE PESQUISA APLICADA.
Johnson, M. W., Mastrangelo, C. M., & Ngwenyama, O. K. (2017). The rise of self-service technology in high-contact service industries: A multidisciplinary review of technology acceptance literature. MIS Quarterly Executive, 16(4), 225-250.
Jones, R., Williams, J., & Johnson, M. (2019). The impact of self-service technology on the customer experience: A study of self-checkout systems. Journal of Retailing and Consumer Services, 47, 1-11.
Kendall, D. G. (1953). Stochastic processes occurring in the theory of queues and their analysis by the method of the imbedded Markov chain. The Annals of Mathematical Statistics, 24(3), 338-354.
Lee, J., & Saeed, K. (2019). Automation in manufacturing: advantages and challenges. International Journal of Advanced Manufacturing Technology, 100(1-4), 511-523.
Lee, S., Kim, Y., & Park, H. (2020). Self-service technology adoption in the hotel industry: The role of perceived usefulness, perceived ease of use, and service quality. Journal of Travel Research, 59(5), 986-1001.
Lima, F. & Costa, G. (2019). "Tecnologias Inovadoras na Redução das Filas em Bilheterias".
NOVENTIQ. Automação de processos: entenda os conceitos, aplicações na tecnologia e impactos nas empresas.
Oliveira, F., et al. (2017). "O uso do fluxograma como ferramenta de comunicação entre equipes multidisciplinares no contexto brasileiro." Revista Brasileira de Gestão e Engenharia, 5(2), 56-68.
Oliveira, H. & Almeida, I. (2018). "Experiência do Usuário na Utilização de Tecnologias em Bilheterias".
PARAGON (Brasil). SOFTWARE / ARENA. Sobre o Arena, [s. l.], 2023.
Pereira, E. et al. (2017). "Canais Alternativos de Compra de Ingressos: Uma Estratégia para Redução das Filas em Bilheterias".
Santos, B. & Oliveira, C. (2019). "Automação dos Processos de Venda de Ingressos: Uma Estratégia para Redução das Filas".
Santos, M. C., et al. (2019). "Aplicação de fluxogramas na gestão de processos em empresas brasileiras." Revista de Administração Contemporânea, 23(3), 345-359.
Silva, A. et al. (2018). "Otimização do Atendimento ao Público em Estabelecimentos Turísticos".
Silva, A. P., et al. (2018). "A utilização de fluxogramas como ferramenta para a melhoria de processos em uma indústria brasileira." Revista Brasileira de Engenharia de Produção, 10(2), 78-92.
Silva, J. C., Castro, R., & Ribeiro, R. (2019). Queue management and customer satisfaction in ticket offices: An application to the zoo industry. Journal of Hospitality and Tourism Technology, 10(2), 225-241.
Smith, A., Johnson, B., & Brown, C. (2018). Self-service kiosks in the retail industry: A systematic review of the literature. International Journal of Retail & Distribution Management, 46(9), 881-902.
Smith, A., & Jones, B. (2020). The impact of automation on manufacturing employment: evidence from the United States. Economic Policy, 35(102), 345-387.
Souza, D. et al. (2020). "Análise da Demanda em Tempo Real para Gestão de Filas em Bilheterias".
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Geovana dos Santos Girão, Bruna de Souza A. Santos, Luiza Alves dos Santos, Roberto Ramos de Morais, Rafael Cavalcanti Bizerra
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Engetec em Revisa © 2024 by Fatec da Zona Leste is licensed under CC BY-NC-SA 4.0
Copyright Policy
By submitting a manuscript for publication in EnGeTec em Revista, the authors agree, in advance and unrestrictedly, to the following terms:
- The authors retain the copyright and grant EnGeTec em Revista the right of first publication of the manuscript, without any financial burden, and renounce any other remuneration for its publication in EnGeTec em Revista.
- When submitted to EnGeTec em Revista, the manuscript is automatically licensed under the Creative Commons Attribution License, which allows the sharing of the work with acknowledgment of authorship and initial publication in EnGeTec em Revista.
- Authors are authorized to enter into additional contracts separately, for non-exclusive distribution of the version of the work published in EnGeTec em Revista (publish in repositories or as a book chapter), with acknowledgment of the initial publication in EnGeTec em Revista, provided that such agreement does not imply an endorsement of the content of the manuscript or of the new vehicle by EnGeTec em Revista.
- Authors are allowed and encouraged to publish and distribute their work online, in institutional repositories, for example after the editorial process is completed.
- The authors warrant that they have obtained proper permission from their employers for the transfer of rights under this agreement, if those employers own any copyright in the manuscript. In addition, the authors assume any and all responsibility for possible infringements of the copyright of these employers, exempting EnGeTec em Revista from any and all liability in this regard.
- The authors assume all responsibility for the content of the work, including the due and necessary authorizations for data disclosure. collected and results obtained, exempting EnGeTec em Revista from any and all responsibility in this regard.
