AN ASSESSMENT OF USER SATISFACTION WITH PUBLIC PRIVATE PARTNERSHIP (PPP) PROJECTS IN SELECTED UNIVERSITY TEACHING HOSPITALS


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TABLE OF CONTENTS

TITLE PAGE
ABSTRACT
TABLE OF CONTENT

 CHAPTER ONE: INTRODUCTION
1.1.   BACKGROUND TO THE STUDY
1.2.   STATEMENT OF THE PROBLEM
1.3.      NEED FOR THE STUDY
1.4. AIM AND OBJECTIVES
1.4.1 Aim
1.4.2 Objective
1.5 SCOPE AND LIMITATION
1.5.1 Scope
1.5.2 Delimitation
1.5.3 Limitation

CHAPTER TWO: LITERATURE REVIEW
2.1 OVERVIEW OF PPP
2.1.1 Advantages of PPPs
2.1.2 Considerations for entering into a PPP option
2.1.3 Critical success factors as efficiency measures
2.1.4 Types of PPPs
2.1.5    Risks in PPP
2.1.6    Problems Faced in PPP Project Execution
2.1.7   Application of PPP in Nigeria
2.2 PAST EMPIRICAL RESEARCH ON PPPs
2.2.1   An Integrated Framework
2.3 QUALITY IN PPPs
2.3.1 The Product Dimension
2.3.2 The Services dimension
2.4       QUALITY PERFORMANCE IN RELATION TO CUSTOMER SATISFACTION
2.5 QUALITY PERFORMANCE IN PPP HEALTHCARE DELIVERY
2.6CUSTOMER/USER SATISFACTION
2.6.1 Effect of socio-demographic characteristics
2.7 USER SATISFACTION IN PPP PROJECTS
2.7.1   User Involvement
2.8 PPP IN HEALTHCARE DELIVERY IN NIGERIA
2.9 SUMMARY OF PPP PROJECTS FOR THE STUDY

CHAPTER THREE: RESEARCH METHODOLOGY
3.1       RESEARCH APPROACH
3.2 THE STUDY POPULATION
            3.2.1 University Teaching Hospital (UCH), Ibadan (Project 1)
            3.2.2 Lagos University Teaching Hospital (LUTH), Lagos (Project 2)
3.3       SAMPLING
3.4 INSTRUMENT FOR DATA COLLECTION
            3.4.1 Questionnaire Design
3.5 DATA COLLECTION PROCEDURE
3.6 METHOD OF DATA ANALYSIS

CHAPTER FOUR: DATA ANALYSIS AND DISCUSSION OF RESULTS
4.1       DATA ANALYSIS
            4.1.1 Socio-demographic Characteristics of Patients
            4.1.2 Socio-demographic Characteristics of Employees
4.2       ASSESSMENT OF THE LEVEL OF USERS SATISFACTION WITH PPP PROJECTS
            4.2.1 Patients level of satisfaction with the PPP project
            4.2.2 Employees level of satisfaction with the PPP projects
4.3       EVALUATION OF THE RELATIONSHIP BETWEEN QUALITY DIMENSIONS AND SATISFACTION
4.4       DISCUSSION OF RESULTS

CHAPTER FIVE: CONCLUSION AND RECOMMENDATION
5.1       SUMMARY OF FINDINGS
5.2       CONCLUSION
5.3       RECOMMENDATION
5.3.1 Recommendation for further studies
REFERENCES
APPENDICES



ABSTRACT

Government at all levels are forced to prioritise and restrict public expenditures due to budget deficits and the inefficient management of large infrastructure projects. Due to the shortage of resources for healthcare delivery leading to decline in the quality of care, there is considerable interest in PPP initiatives for the provision of finance and management of health care to ordinary people. The PPP option due to its complexities has led to some projects failure leading to wastage of huge resources and time. Studies have shown that majority of these project failures are as a result of public opposition leading to outright cancellation of the projects. Due to the lack of empirical studies on user satisfaction with PPP projects in Nigeria, this study assessed the satisfaction of users of PPP projects from both employees and patients' perspectives of two university teaching hospitals in Nigeria. A total of 580 questionnaires were distributed to Employees and Patients of University College Hospital, Ibadan (Oyo state) and Lagos University Teaching Hospital, Lagos (Lagos state). The data received from these respondents were analysed using both descriptive and inferential statistics with the aid of SPSS to determine their levels of satisfaction with the facilities and services provided. It was observed that the patients were more satisfied with the projects than the employees. The patients rated the staff members the highest implying that they were quite confident in the healthcare providers‟ reliability and expertise. The employees were most satisfied with the reliability of the facilities in maintaining confidentiality. The study also observed that there is a positive significant relationship between quality parameters and overall satisfaction. The study therefore concluded that necessary improvement adjustments need to be done in all areas of quality performance especially the facilities to increase the satisfaction of the users of these projects.




CHAPTER ONE

1.0  INTRODUCTION

1.1   BACKGROUND TO THE STUDY

Endemic budget deficits and the inefficient management of large infrastructure projects and services within the public sector are a few reasons why the traditional procurement method of governments funding infrastructure projects through fiscal budgets is increasingly considered unviable (Alitheia, 2010).

In the past few decades, developed economies (e.g. the United Kingdom) have modelled a variety of public private partnerships (PPPs) for the delivery of infrastructure, public utilities and large services projects, achieving significant successes from harnessing the competences and expertise from both sectors. Emerging markets such as India and South Africa are also recording successes using tried and tested PPP templates to create, expand and modernise infrastructure (Workshop Report, 2008). It is apparent that these dynamic partnerships between the public and private sectors have become inevitable across the globe.

Nigeria's infrastructure challenge is huge. Reports suggest that the country requires between US$12 billion to $15 billion annually for the next six years to meet the infrastructure requirements (Izuwah, 2010). The World Bank estimates that every 1% of (government) funds invested in infrastructure leads to an equivalent 1% increase in gross domestic product (GDP). Nigeria has not had a consistent history of investment in infrastructure; however, government agenda show that infrastructure development is gaining momentum. In the past 10 years, over 25 major infrastructure projects have been rolled out through PPPs. The Federal Government of Nigeria, state and local government....


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