泰国泰安律师事务所汉语服务现状与客户满意度调查研究

Abstract

本研究旨在通过对泰国泰安律师事务所的汉语服务现状及中国客户满意度进行深度 调 查，剖析其服务全流程中存在的核心问题并提出针对性优化策略 。研究采用文献研究法、问 卷调查法和访谈法 。研究结果表明，该律所已建立以中国市场为导向的汉语服务模式，客户 对“ 语言表达准确性” 评分最高，但在“ 文化理解力” 与“ 响应速度”两方面的评价相对较 低 。目前面临的主要挑战在于：实时响应机制缺失导致的业务反馈滞后，以及部分泰籍汉语 服务人员因缺乏系统性法学背景而导致的“法律汉语专业术语储备 不足”。基于此，本研 究从“中泰法律术语标准语料库建设”、“‘律师+翻译’双重审核机制设立”以及“跨文化 沟通机制优化”等维度提出了具体的实践路径。本研究不仅有助于提升泰安律所的涉外法律服 务质量与客户满意度，也为中文作为涉外行业“服务 语言”的国际推广及跨文化法律传播 研究提供了具有参考价值的实证案例

This study conducts an in-depth investigation into the current status of Chinese language services and Chinese client satisfaction at TA LAW FIRM in Thailand, aiming to analyze core bottlenecks across the service process and propose targeted optimization strategies. Utilizing a mixed method approach consisting of literature review, questionnaire surveys, and semi-structured interviews, the research demonstrates that the firm has established a functional Chinese service model tailored to the Chinese market. Quantitative findings reveal that clients rate "accuracy of language expression" the highest, whereas scores for "cultural understanding" and "response speed" remain relatively low. The primary challenges currently identified include a noticeable delay in feedback loop caused by the absence of a real-time response mechanism, alongside a deficiency in legal Chinese terminology reserves among certain Thai Chinese-speaking staff who lack systematic legal backgrounds. Based on these insights, this paper delineates concrete implementation paths, including the construction of a standardized Sino-Thai Legal Terminology Corpus, the establishment of a "Lawyer + Translator" dual review mechanism, and the refinement of cross-cultural communication frameworks. This study not only contributes to elevating the service quality and client satisfaction of the law firm but also serves as an empirical reference for the international promotion of Chinese as a workplace service language and the scholarly domain of cross-cultural legal communication.