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

Yazhi Yao, Yipeng Yang
2021 Advances in Social Science, Education and Humanities Research   unpublished
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
more » ... 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.
doi:10.2991/assehr.k.211215.039 fatcat:ndgnnpi675exbet6camxvuchim