Introducing a Model for Analyzing the Position of Translation Service Quality in Iran from the Customer Perspective

  • Salar Manafi Anari Allameh Tabataba’i University
  • Elaheh Kianian Allameh Tabataba’i University
Keywords: SERVQUAL Model, service quality, structural equations modeling, AMOS, customer’s perspective

Abstract

The main purpose of this study was to propose a model analyzing the position of translation service quality in Iran from the customers’ perspective based on SERVQUAL model in translation agencies in Mashhad and Tehran. For this purpose, AMOS software was applied to model the structural equations. The research was conducted with a sample size of 60 experts (20 academic experts and 40 customers of translation services). The proposed model was also developed based on various clusters. The results showed that the factor correlation between “cluster of translation agency quality in non-literary translation projects in language pair English-Persian” and “cluster of translator quality” was reported 0.936 based on the structural loadings of confirmatory factor analysis. Moreover, the factor correlation between “cluster of translation agency quality in non-literary translation projects in language pair English-Persian” and “cluster of service quality for customers” was reported 0.521 based on the structural loadings of confirmatory factor analysis. Finally, the factor correlation between “quality analysis of translation services” and “cluster of service quality for customers” was reported 0.566 based on the structural loadings of confirmatory factor analysis. Overall, the results showed the good fitting of the proposed model and thus validated the model as a tool for evaluating translation service quality in the field.

Author Biographies

Salar Manafi Anari, Allameh Tabataba’i University

Professor, Department of English Translation Studies, Allameh Tabataba’i University, Tehran, Iran

Elaheh Kianian, Allameh Tabataba’i University

Ph.D. Candidate in Translation Studies, Department of English Translation Studies, Allameh Tabataba’i University, Tehran, Iran

References

Harr, K. (2008). Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore. UNLV Theses/Dissertations/Professional Papers/Capstones. 686.
Hsu, S., Qing, F., Wang, C., & Hsieh, H. (2018). Evaluation of service quality in Facebook-based group-buying. Electronic Commerce Research and Applications,28, 30–36.
Koby, G. S., Fields, P., Hague, D. R., Lommel, A., & Melby, A. (2014). Defining translation quality. Tradumàtica, (12), 413–420.
Komissarov V. (2001). Modern translation science. Moscow: Vysshaya Shkola.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research, International Journal of Quality and Service Sciences, Vol. 1, Number 2. P.172–198.
Malkiel, B. (2006). The Effect of translator training on interference and difficulty. Target, 18(2), 337–366.
Nerudová, L. (2012). Quality of translation: Approaches and a field survey (Unpublished master's thesis). Masaryk University, Brno, the Czech Republic.
Newmark, P. (1991). About translation. Clevedon: Multilingual matters.
Nida, E. A. (1976). A framework for the analysis and evaluation of theories of translation. In R. W. Brislin (Ed.), Translation: Application and research (pp. 47–91). New York: Gardner Press.
Nida, E. A., & Taber, C. R. (1982). The theory and practice of translation. Leiden: Brill Publisher.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pym, A. (1998). Method in translation history. Manchester: St. Jerome.
Razmju, L. (2003). To be a good translator. Retrieved from https://www.translationdirectory.com/articlelog.html.
Schäffner, C. (1997). From ‘good’ to ‘functionally appropriate’: Assessing translation quality. Current Issues in Language and Society, 4(1), 1–5.
باقرزاده خواجه، م.، باقرزاده ف. (1388). بررسی کیفیت خدمات مراکز آموزش عالی تبریز با استفاده از مدل سروکوال و رتبه بندی مراکز با استفاده ازفرآیند تحلیل سلسله مراتبی. نشریه آموزش و ارزشیابی (علوم تربیتی): زمستان 1388، دوره 2، شماره 8 ، 31–54.
شیرویه زاد، ه.، علی جواهری، ع. و خسرویانی، ع. (۱۳۹۵). اولویت‌‌بندی و دسته‌‌بندی ابعاد کیفیت خدمات با استفاده از تحلیل شکاف و تجزیه و تحلیل اهمیت عملکرد با تمرکز بر سابقه استفاده از مرکز آموزشی: گروه مهندسی صنایع دانشگاه آزاد نجف آباد، سومین کنفرانس ملی توسعه علوم مهندسی. مازندران، تنکابن: مؤسسه آموزش عالی آیندگان.
قدکساززاده, م. و مومنی، م. (۱۳۹۴). تأثیر برون سپاری منابع انسانی بر چابکی بانک با متغیرتعدیل‌کننده استراتژی‌های منابع انسانی به کمک مدل‌سازی معادلات ساختاری (SEM)، دومین همایش ملی و دومین همایش بین‌المللی مدیریت و حسابداری ایران. همدان: دبیرخانه دائمی همایش.
گودرزی, س.، جهانیان, ر. و حقیقی، ف. (۱۳۹۶). شناسایی و رتبه‌‌بندی مولفه‌های تاثیر گذار بر افزایش کیفیت خدمات آموزشی با منطق فازی، اولین کنفرانس ملی پژوهش‌های نوین ایران و جهان در روانشناسی و علوم تربیتی، حقوق و علوم اجتماعی. شیراز: دانشگاه علمی کاربردی شوشتر.
Published
2019-05-23
How to Cite
Manafi Anari, S., & Kianian, E. (2019). Introducing a Model for Analyzing the Position of Translation Service Quality in Iran from the Customer Perspective. Translation Studies Quarterly, 16(64), 80-100. Retrieved from http://journal.translationstudies.ir/ts/article/view/674
Section
Scientific Articles