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In-flight Interpreting Quality Factors: Focusing on Language Anxiety Relief and Service Satisfaction of Passengers.

This study investigates the quality factors of in-flight interpreting service and its quality on language anxiety of the passengers. Surveyed herein are 250 passengers who had boarded international flights within the last three months, and the data was processed with SPSS 22.0. The analysis found that both the formality and the accuracy of interpreting were the critical factors in the in-flight interpreting service. The two factors contributed to reducing passengers’ language anxiety and to increasing overall air service satisfaction. The survey has revealed that various efforts are required to improve the quality of in-flight interpreting service, such as hiring qualified full-time interpreters, continued in-house training, and a more systemic interpreting evaluation system in the hiring process.