관광통역안내사의 역할 만족에 관한 연구

Abstract

In 2013, a total of 2.33 million of foreign tourists visited Jeju, and this figure was understood to be increased by 269.1% and 123.2%, respectively, comparing to the figures in 2009 and 2011. Such development of the tourism industry is emphasizing the roles of the tourism translators, most greatly, who is fulfilling the pivotal duties as one of the human resources in the tourism industry. However, the lack of the tourism translators is merely causing the prevalence of disqualified translators which is only distorting the tourism industry in Jeju, and that is the factor to degrade the quality of the tour in that location. Any qualified translators are not receiving chances to improve their abilities through any following training, such as field training programs, and that is causing a problem of the translators' not efficiently coping with the needs of the tourists. In the light of that, this study carries out its research targeting those Japanese and Chinese tourists, who would cover the greatest part of the inbound tourism market in Jeju, in order to measure the tourists' satisfaction with the roles of the tourism translators. The study defines any differences in the tourists' satisfaction with the tourism translators and based on what it learns from its investigation, the study proposes how to develop the tourist information services which would be customized for each of the countries but also how to train and cultivate the tourism translators. That way, the study makes a contribution to the improvement of the performance quality of the tourism translators. This study conducted its survey targeting the tourists from Japan and China who visited Jeju in 2014, and in order to understand the characteristics of the samples, the study performed the descriptive statistical analysis and the frequency analysis using SPSS 19.0. In addition, as a way to verify the hypotheses, the factor analysis and the T-test were carried out to confirm the differences caused by the characteristics of the samples. According to the results of the research, first of all, in connection with the roles of the tourism translators, the Chinese tourists were observed to be more satisfied with every part of the translators' roles than the Japanese tourists were. It is believed that such differences originated not from the roles of the tourism translators but from how much the tourists have expected from the tourism translators before their tours. Second, in terms of the tourism translators' role which the tourists find most satisfactory, the tourists presented the highest level of satisfaction with the tourism translators' role in communication as they were second most satisfied with the translators' instrumental role followed by the social role and the interactional role. In other words, the tourists' general satisfaction with the tourism translators will be improved if the tourists' satisfaction with both the social role and the interactional role is enhanced. Third, when it comes to the differences caused by the different characteristics of the Japanese and the Chinese tourists, the residential areas of the tourists were determined to make significant differences in the tourists' satisfaction with the roles of the tourism translators. Such finding proves how important it is for any relevant fields in charge of training the tourism translators to take cultural features and differences among the areas into consideration when they try to upgrade the educational programs for the tourism translators. Lastly, this study hopes that the concepts of the tourism translators' roles discussed in this study have provided the translators with the inclusive viewpoints which would help the tourism translators to understand foreign tourists' behaviors. The study also expects that what has been learned in the study will lead the tourism translators and other relevant fields to understand why tourists from other countries would differently perceive the roles of the tourism translators.