Análisis de la relación entre clientes chilenos y proveedores de servicios de traducción jurada en la ciudad de Leipzig, Alemania, en contexto migratorio.
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Date
2026
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Publisher
Universidad de Concepción
Abstract
La presente investigación analiza la relación entre los clientes chilenos y los proveedores de servicios de traducción jurada en la ciudad de Leipzig, Alemania, en el contexto de trámites migratorios. Mediante un enfoque mixto, se aplicó una encuesta a 20 ciudadanos chilenos que requirieron de sus servicios de traducción jurada. El instrumento de análisis combinó preguntas de sondeo general, 31 ítems Likert adaptados del modelo SERVQUAL y un conjunto de 7 preguntas de carácter abierto, orientadas a profundizar en la experiencia subjetiva del cliente migrante.
Los resultados cuantitativos evidencian una dualidad crítica en la calidad global del servicio. Por un lado, las dimensiones de Fiabilidad y Seguridad/Garantía fueron altamente evaluadas, con niveles de satisfacción superiores al 75-90 %. Esto confirma la excelencia del producto, su exactitud, y funcionalidad debido a su aceptación por parte de las instituciones alemanas, además de la mantención de los altos estándares éticos y de confidencialidad, con un 100 % de satisfacción.
Por otro lado, las dimensiones de Capacidad de Respuesta y Empatía reflejan resultados críticos y preocupantes, con índices de insatisfacción que oscilan entre el 45 % y el 60 %. Estas falencias se relacionan con la ausencia de acompañamiento, la lentitud en las respuestas, el uso de lenguaje poco accesible para migrantes, la falta de claridad en la explicación del proceso de traducción y la percepción de un trato distante o estrictamente comercial. Estas fallas comunicacionales y relacionales socavan la percepción global del servicio.
El análisis cualitativo refuerza esta dicotomía, al identificar que, si bien el 50 % de los participantes valoró la eficacia del trabajo técnico, el 50 % restante manifestó insatisfacción por la falta de empatía y la escasa capacidad explicativa del traductor.
Se concluye que el servicio de traducción jurada en Leipzig se sustenta en la alta competencia técnica del producto final, pero padece por deficiencias estructurales de gestión comunicacional y relacional. Se proponen sugerencias en el apartado final, que ayuden a fortalecer la transparencia, el acompañamiento y sensibilidad intercultural, lo cual es vital dada la vulnerabilidad del cliente migrante.
This study examines the relationship between Chilean clients and certifies translation service providers in the German city of Leipzig, within the context of migration procedures. A mixed-methods design was employed, administered to 20 Chilean residents who have used the certified translation service. The instrument combined general and demographic screening questions, 31 SERQUAL-based Likert items, and open-ended questions aimed at capturing subjective experiences and perceptions of the migration-related translation service. Quantitative findings reveal a critical duality in perceived service quality. On one hand, the dimensions of Reliability and Assurance obtained the highest scores, above 75-90 % satisfaction, indicating that certified translators consistently deliver accurate, institutionally accepted documents while maintaining strict ethical standards and confidentiality. On the other hand, the dimensions of Responsiveness and Empathy showed critical deficiencies, with dissatisfaction rates ranging from 45 % to 60 %. Major issues include limited follow-up, lack of clarity when explaining the translation process, use of inaccessible language for migrants, slow response times and a perceived relational distance from the translator. These communication and relational gaps undermine the overall translation service experience. Qualitative analysis confirms this polarization. While 50 % of respondents valued the technical quality and efficiency of it, the other 50 % expressed dissatisfaction linked to poor communication, insufficient guidance, and lack of empathy. The study concludes that certified translation services in the city of Leipzig are sustained by high technical competence but weakened by structural deficiencies in communicational and relational management. The final section offers suggestions aimed at strengthening transparency, client support, informational clarity, and intercultural sensitivity, which are vital given the vulnerability of migrant clients, thus keeping a more comprehensive and ethically aligned translator-client relationship.
This study examines the relationship between Chilean clients and certifies translation service providers in the German city of Leipzig, within the context of migration procedures. A mixed-methods design was employed, administered to 20 Chilean residents who have used the certified translation service. The instrument combined general and demographic screening questions, 31 SERQUAL-based Likert items, and open-ended questions aimed at capturing subjective experiences and perceptions of the migration-related translation service. Quantitative findings reveal a critical duality in perceived service quality. On one hand, the dimensions of Reliability and Assurance obtained the highest scores, above 75-90 % satisfaction, indicating that certified translators consistently deliver accurate, institutionally accepted documents while maintaining strict ethical standards and confidentiality. On the other hand, the dimensions of Responsiveness and Empathy showed critical deficiencies, with dissatisfaction rates ranging from 45 % to 60 %. Major issues include limited follow-up, lack of clarity when explaining the translation process, use of inaccessible language for migrants, slow response times and a perceived relational distance from the translator. These communication and relational gaps undermine the overall translation service experience. Qualitative analysis confirms this polarization. While 50 % of respondents valued the technical quality and efficiency of it, the other 50 % expressed dissatisfaction linked to poor communication, insufficient guidance, and lack of empathy. The study concludes that certified translation services in the city of Leipzig are sustained by high technical competence but weakened by structural deficiencies in communicational and relational management. The final section offers suggestions aimed at strengthening transparency, client support, informational clarity, and intercultural sensitivity, which are vital given the vulnerability of migrant clients, thus keeping a more comprehensive and ethically aligned translator-client relationship.
Description
Tesis presentada para optar al grado de Licenciado/a en Traductología.
Keywords
Derecho Traducción, Migración humana