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研究生: 陳映均
Ying-Chun Chen
論文名稱: 群眾外包翻譯計畫的志工滿意度研究: 以TED開放翻譯計畫為例
Volunteer Satisfaction for Crowdsourcing Translation Projects: A Case Study of the TED Open Translation Project
指導教授: 陳子瑋
Chen, Tze-Wei
學位類別: 碩士
Master
系所名稱: 翻譯研究所
Graduate Institute of Translation and Interpretation
論文出版年: 2013
畢業學年度: 101
語文別: 英文
論文頁數: 89
中文關鍵詞: 群眾外包Kano滿意度模型TED開放翻譯計畫
英文關鍵詞: Crowdsourcing, the Kano's model of satisfaction, TED Open Translation Project
論文種類: 學術論文
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  • 近年來,群眾外包興起,成為新的志工投入形態。由於線上志工分佈各地,組織得以號召更廣泛的志工群,但也因此面臨志工滿意度與志工留任的管理議題。本研究以TED開放翻譯計畫為例,透過問卷與深度訪談了解志工對於線上開放翻譯計畫的期待與滿意要素。利用Kano二維滿意度模型,本研究將滿意要素依五大面向,包括溝通品質、組織支持、基礎建設、工作內容與團體融合度,研究其對滿意度的影響。分析結果得出兩項一維滿意度要素,對滿意度與不滿意度皆有影響;七項當然要素,若未具備將使得滿意度下降;以及五項能夠提升志工滿意度的魅力要素。其中,線上開放翻譯計畫若能夠讓志工看見其貢獻的價值,最能夠大幅提升志工滿意度,而若未能建置容易操作的翻譯平台,則對滿意度有最負面的影響。此外,負責管理各語言社群的志工和受過翻譯訓練的志工對線上開放翻譯計畫的期待與一般志工有些許不同。整體而言,本研究的134位翻譯志工對TED開放翻譯計畫滿意度偏高,尤其滿意翻譯內容和學習新知識的機會。

    Crowdsourcing has emerged in recent year as a new form of volunteering activity. The distributed nature of online volunteers enabled organizations to mobilize talents from around the world, but in the meantime, generated concerns over how to manage volunteer satisfaction and ensure project sustainability. This research uses the TED Open Translation Project as an example, and sets out to identify key volunteer requirements for a successful online volunteer project through quantitative survey and in-depth interviews. Using the Kano’s model of satisfaction, attributes along five dimensions—Communication Quality, Organization Support, Infrastructure, Work Assignment and Group Integration are investigated. Analysis shows that two attributes (One-dimensional factors) may impact both satisfaction and dissatisfaction. Seven factors (Must-have factors) may lead to dissatisfaction if not provided, and five factors (Attractive factors) can enhance volunteer satisfaction when provided. Specifically, allowing volunteers to see the impact of their contribution can create the highest satisfaction, and failing to provide a user-friendly translation platform will potentially bring the greatest dissatisfaction. In addition, volunteer translators who act as Language Coordinators in their local TED communities and volunteers with translation training backgrounds have slightly different expectations for the volunteering project. Overall, the 134 volunteers who participated in this research are satisfied with their experience with the TED Open Translation Project, especially with its interesting content and learning opportunities.

    Abstract i Table of Content iii List of Tables v List of Figures vi Chapter 1. Introduction 1.1 Research background 1 1.2 Research questions 2 1.3 Relevance 2 Chapter 2. Conceptual framework 2.1 Crowdsourcing 4 2.1.1 Definitions 4 2.1.2 Key success factors of crowdsourcing projects 7 2.1.3 Motivation of the contributing crowd 8 2.1.4 Crowdsourcing translation 9 2.1.5 TED Open Translation Project 11 2.2 Volunteer and work satisfaction 12 2.2.1 Satisfaction in the paid work setting 12 2.2.2 Job satisfaction theories 14 2.2.3 Antecedents and consequences of job satisfaction 15 2.2.4 Measures of job satisfaction 18 2.2.5 Application of the Kano Model 18 2.3 Volunteer motivation and satisfaction 21 2.3.1 Measures of volunteer satisfaction 23 2.4 Chapter summary 24 Chapter 3. Methodology 3.1 Research design 25 3.2 Instrumentation 26 3.2.1 Expert interviews 26 3.2.2 Online questionnaire 27 3.2.2.1 Background questions 27 3.2.2.2 Satisfaction measurement instrument design 28 3.2.2.3 Kano’s two-dimensional questions 30 3.2.2.4 TED OTP Satisfaction questions 32 3.2.2.5 Pilot study 32 3.2.2.6 Data collection 33 3.2.3 Qualitative interviews 33 3.3 Data analysis 34 3.3.1 Survey reliability and validity 34 3.3.1.1 Content validity 34 3.3.1.2 Construct validity 34 3.3.1.3 Internal-consistency reliability 35 3.3.2 Research questions analysis 36 Chapter 4. Results and Discussion 4.1 Volunteer demographics and background 38 4.1.1 Translation related experience 39 4.1.2 Volunteer involvement and contribution 40 4.1.3 Volunteer motivation 41 4.2 Kano categorization of volunteer satisfaction factors 44 4.2.1 Volunteer satisfaction coefficients 46 4.3 Effect of background variables 48 4.3.1 Language Coordinator role as a variable 48 4.3.2 Translation training as a variable 50 4.3.3 Volunteer contribution as a variable 51 4.4 Volunteer satisfaction with TED OTP 52 4.5 Interview results and discussion 54 4.5.1 Organization support and infrastructure 55 4.5.2 Communication quality 57 4.5.3 Work assignment 59 4.5.4 Group integration 62 4.5.5 Overall satisfaction, intention to stay and advocacy 64 Chapter 5. Conclusion 5.1 Managerial Implications 67 5.2 Limitations and suggestions for future studies 70 Reference 72 Appendix I: Online survey questionnaire 79 List of Tables Table 3.1 Initial list of volunteer satisfaction factors 29 Table 3.2 Kano evaluation table 31 Table 3.3 Survey reliability 35 Table 3.4 Volunteer satisfaction factor loadings 37 Table 4.1 Interviewee profile 38 Table 4.2 Volunteer satisfaction factors categorization 46 Table 4.3 Volunteer satisfaction coefficients 47 Table 4.4 Kano categorization of Language Coordinators and non-Language Coordinators 50 Table 4.5 Kano categorization of volunteers with and without translation training 51 Table 4.6 Kano categorization of volunteers with high and low contribution 52 Table 4.7 TED OTP satisfaction survey results 53

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