| 摘要: | 台灣自1990年代，因為國內經濟及社會需求而引進外籍勞工，現在外籍勞工已成為我國重要的勞動人力，截至2019年底在台總人數已超過71萬人，其中外籍看護工佔了26萬人，超過外勞總人數的三分之一。而台灣在2018年轉為高齡社會，扶老比達20.1% ，表示每5位青壯年須扶養1位老年人，在此情況下成年人具有扶養的經濟壓力，同時也面臨如果去工作，就沒有時間照顧家中老人的兩難困境。因此政府近年來積極發展長期照護政策，以解決越來越多的照顧需求。而且不只人口老化，包含先天性疾病、精神疾病及意外事故等疾病人口也需要受到照顧，這些照護需求光靠政府提供的長照服務並不足以負荷，因此人力仲介產業蓬勃發展且激烈競爭。
本研究從雇主觀點探討雇主選擇外籍看護工與遴選人力仲介業者的關鍵因素，並分析雇主的個人因素與外在因素是否影響其決策行為。本研究以問卷調查法，進行問卷的設計及收集，以主成分分析萃取選擇外籍看護工的關鍵條件因素、遴選人力仲介業者的關鍵指標因素及呈現雇主的決策差異。研究結果實證雇主選擇外籍看護工的關鍵因素包括外觀特徵、專業能力與人格特質；遴選人力仲介業者的關鍵因素包括專業程度、他人評價與公司基本要素；不同屬性的雇主決策在決策上具有差異性。
最後本研究歸納出兩點結論：(1)人力仲介業者必須了解並滿足顧客需求，落實顧客導向的觀念；(2)人力仲介業者應該以服務金三角為基礎發展行銷策略。對於業者提供四項經營策略之參考：(1)強調外籍看護工的能力；(2)加強對外籍看護工的教育訓練；(3)經營良好的顧客關係，進而提升顧客推薦意圖；(4)進行人員培訓，提升公司專業性。;Since the 1990s, Taiwan has been introducing foreign workers out of domestic economic and social demands. Today, foreign workers constitute an important part of the labor force of our country. As of the end of 2019, the total number of foreign workers in Taiwan has surpassed 710,000, and among them, 260,000 workers worked as caregivers, accounting for over one-third of the total foreign labor force. Moreover, Taiwan became an aging society in 2018, with its old-age dependency ratio reaching 20.1%, indicating that 5 young adults shall take care of 1 senior citizen. Against this backdrop, adults not only come under economic pressure from caring for the senior but also face the dilemma where they have no time to take care of the senior members at home if they go to work. Therefore, the government has been actively developing long-term care policies over recent years in order to address the increasing demand for caregiving services. Furthermore, not only the senior population but also patients who suffer from a congenital disease, mental illnesses, and accidents need to be taken care of. As the long-term care service offered by the government alone is not able to meet the current demands, the human resource agency industry has seen robust development and intense competition.
This study explores the key factors influencing employers’ selection of foreign caregivers and human resource agents from the perspective of employers and analyzes whether the personal and external factors of the employers have an impact on their decision-making behaviors. This study adopts the questionnaire survey method, with questionnaires designed and collected, and utilizes the principal component analysis (PCA) method to extract the key factors in the selection of foreign caregivers and the key indices of the selection of human resource agents, as well as to present differences in the decisions made by employers. The research findings verify that the key factors influencing employers’ choice of foreign caregivers include appearance features, professional capability, and personal characteristics and that the key factors influencing the selection of human resource agents include professional levels, other people’s evaluation, and basic elements of the company. It is also found that different types of employers exhibit differences in decision-making.
Finally, this study puts forth two conclusions: (1) Human resource agents shall understand and meet customer requirements, and put the principle of customer orientation to practice; (2) Human resource agents shall develop marketing strategies based on the Services Marketing Triangle. This study provides four recommendations for companies: (1) Stress the capability of foreign caregivers; (2) Strengthen the education and training for foreign caregivers; (3) Maintain good customer relationship to further improve customers’ willingness to recommend the company; (4) Conduct training sessions for employees in order to enhance the expertise of the company. |
