A Study of Service Quality in Translation Service－An Example of One Translation Service Company

• Main Authors: Lee, Yu-Shan, 李育珊
• Other Authors: 李東峰
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/53568495649222789985

碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 98 === As the trading activities among nations boom with the speed-up of internationalization and Taiwan’s becoming a WTO member, translation from one language to another has become an important link in making international commerce and exchanges possible. The professional translation services also become an industry that gains more significance each day. Aside from faithfulness, reliability and elegance of the translation, the process of collecting, communication, printing, delivery, payment and sequential services for the documents also significantly affect the service quality of the translation. Therefore, this study explores the Gap 5 of PZB model for service quality in a translation service firm as an example to identify the specific countermeasures for improvement of translation service quality. This study began by questionnaire survey based on the SERVQUAL scale, which is modified in respect to the translation service, conducted on the sample of the service’s customers to identify the gaps of service quality. In the second stage, the above survey results were discussed by managers and service staff in the focus-group way to find out the countermeasures for the service quality gaps. And thirdly, this study carried out in-depth interviews with supervisors in translation service to further analyze the feasibility of the proposed countermeasures. Questionnaire survey found that the five major gaps between the service quality expected and perceived by customers were, in their order, “whether the translation is appropriate in content and elegant in wording”, “whether the firm location is convenient to get to and to park”, “whether the document is appropriately edited, printed, bound and looks good”, “whether the content is completely translated” and “whether the firm keeps confidentiality of the content of customer’s document well”. The results of focus-group discussion found that a translation service should heed the affecting factors of Gap 1 to Gap 4 while remedying Gap 5. And the results of in-depth interview indicated that though the measures for mending the service cannot entirely satisfy the customers, they still can effectively increase customers’ intention to repurchase.