An X-ray of customers satisfaction perception of public private partnerships services in Nigeria power sector: Implication for service delivery and sustainable development

Abstract

This qualitative study titled “An x-ray of Customers Satisfaction Perception of Public Private Partnerships Services in Nigeria Power Sector: Implication for Service Delivery and Sustainable Development”, examined the effectiveness and efficiency of the Public Private Partnerships framework for delivering sustainable economic development in Nigeria using the gauge of customers satisfaction ratings. Data were collected through in-depth interviews and Focused Group Discussion and were analyzed through thematic framework. The findings revealed perennial cold-war between EEDC and the Electricity Customers over claims of unsatisfactory service experiences within the PPP framework; to the effect that much has not changed from what obtained during the era of the defunct Power Holding Company of Nigeria (PHCN). To improve the performances of the EEDC and customer satisfaction, the study recommends that EEDC should recruit, train and retrain field workers on professional best practices, shun opportunity to extort the public, eliminate estimated billing system, design a robust feedback mechanism, leverage community resources, among other recommendations.