Development of a Model for Assessing the Quality of Translation Services: A SERVQUAL Approach

DOI

10.2991/assehr.k.211215.039How to use a DOI?

Keywords

Service quality assessment; Quality management; Translation services; SERVQUAL model

Abstract

The quality of translation services is highly relevant to the implementation of China’s national development strategies. Quality management (QM) has become the core competence of translation services organizations to improve customer satisfaction, increase sales volumes and revenue, reduce risks, and expand market shares. Translation services are divided into three leading processes, namely, translation service provision process, management process, and support process. Then a process-based and customer-focused quality management system (QMS) is established following the requirements of ISO 9001:2015 on quality management. A quality service evaluation model, which consists of five dimensions and 22 items, is developed for translation firms using the SERVQUAL approach. The methods based on analytic hierarchy analysis are presented for calculating the relative weights of each evaluation components in the model. This study provides methods to construct an efficient QMS and effective evaluation model to measure the firm’s performance in service quality, in the hope that it can help improve the quality of translation services.

Copyright

© 2021 The Authors. Published by Atlantis Press SARL.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Yazhi Yao
AU  - Yipeng Yang
PY  - 2021
DA  - 2021/12/15
TI  - Development of a Model for Assessing the Quality of Translation Services: A SERVQUAL Approach
BT  - Proceedings of the 7th Annual International Conference on Social Science and Contemporary Humanity Development (SSCHD 2021)
PB  - Atlantis Press
SP  - 213
EP  - 220
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211215.039
DO  - 10.2991/assehr.k.211215.039
ID  - Yao2021
ER  -