QUALITY OF INTERPRETING FROM USERS’ PERSPECTIVES

Abstract

Translation and interpreting play vital roles in facilitating communication across linguistic and cultural boundaries by overcoming language barriers. Within Interpreting Studies, the concept of quality has emerged as a central concern, particularly in relation to the professionalisation of interpreting services. Since the 1980s, research on interpreting quality has evolved from relying primarily on experienced interpreters’ subjective judgments toward broader approaches that include evaluations by users, clients, and other stakeholders involved in the interpreting process. The assessment of interpreting quality is often influenced by the intentions and expectations of assessors, while user-oriented evaluations provide valuable insights into customer preferences, satisfaction, and communication needs. Understanding users’ expectations can contribute to more effective communication and offer practical guidance for interpreters, trainers, clients, and institutions. As service providers, interpreters are expected to meet users’ needs and facilitate meaningful interaction between speakers and listeners. This paper, which forms part of an ongoing PhD study, examines users’ perspectives on interpreting services and highlights the importance of incorporating user-centered approaches into interpreting quality research. The study emphasises the need for systematic investigation of user expectations in order to enhance interpreting practices and improve the overall effectiveness of intercultural communication.