1989年政府為了解決勞力不足之問題，正式開始引進外籍移工，至目前外籍移工已經超過70萬人，產業移工大約45萬多、社福移工大約26萬多，占我國勞動參與人口大約6.16%左右，現況人力仲介產業經營，已經是成熟階段，截至107年第四季止仍在營業的仲介有1524家，同業互相競爭分食。
2004年起勞動部為了保障外籍移工及雇主權益，採取獎優汰劣的方式，每年定期針對人力仲介業者給予評鑑，勞動部評鑑幾乎是每家從業業者的年度大事，因此本研究想要探討服務品質及勞動部評鑑指標項目對顧客滿意度及忠誠度是否有影響為研究背景。
本研究透過有使用外籍移工的公司來填寫問卷，有效樣本數為171份問卷，勞動部評鑑指標項目剔除有涵蓋服務品質五個構面之特性外，整理出評鑑指標項目有8個獨有項目。經迴歸分析結果顯示，服務品質構面服務流程、獨有項目對顧客滿意度有顯著影響。
最後依據本研究結果，能提供建議以供其他同業業者提升服務品質之參考。

To solve labor shortage, the government began to bring in foreign migrant workers in 1989. Up to now, there have been more than 700,000 foreign migrant workers, 450,000 industrial migrant workers and 260,000 social welfare migrant workers, accounting for about 6.16% of the labor population in Taiwan. At present, the operation of human resources agency industry has been at a mature stage. As of the fourth quarter of 2018, 1,524 agencies were still under operation. The Ministry of Labor has adopted the mode of selecting the superior and eliminating the inferior since 2004. It regularly evaluates the human resources agencies every year. The evaluation of the Ministry of Labor is an important annual event for every employee. Therefore, this study aims at exploring whether the service quality and the evaluation project of the Ministry of Labor have impacts on customer satisfaction and customer loyalty.
In this study, 171 valid questionnaires were filled out by the companies employing foreign migrant workers. Besides the characteristics of the five dimensions covering service quality, the evaluation project of the Ministry of Labor had 8 unique items. The results of regression analysis showed that service quality, service process and unique project have significant impacts on customer satisfaction.
Based on the results of this study, we can provide suggestions for other practitioners in the same trade to improve their service quality.
Key words: Human resources agency, evaluation project of the Ministry of Labor, service quality, satisfaction, loyalty.

參考文獻
勞動力發展署全球資訊網https://www.wda.gov.tw
行政院主計處勞動參與率之趨勢分析 https://www.dgbas.gov.tw
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