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Out of Pocket (OOP) Expenses for Enrolees of National Health Insurance Scheme (NHIS) and its Implications on Consumer Satisfaction with Health Services in Bauchi State

Inuwa Abdu Ibrahim, Bello Ohiani, Canice Erunke, Abdullahi, M. Yamma,


This research examines the impact of NHIS and its implications on health services in Bauchi state with a coverage period between 2013 and 2018, with focus on the formal sector and primary healthcare services. The objective is to examine the implications of out of pocket as it relates to enrolee satisfaction with the policy. The variable was arrived at after a literature mapping and review exercise. The study adopted a quantitative approach (primary methods) of data collection via survey questionnaires, administered to relevant establishments. Justice theory was used as the theoretical framework for the research. Data were analysed using Statistical Packages for Social Sciences. Findings of the study indicate that the variable has significant impact on consumer satisfaction under NHIS primary healthcare facilities in Bauchi State. It is also clear that the management of the predictor variable will lead to an enhanced customer satisfaction. The research recommends among others the need to improve upon the quality of drugs offered under NHIS primary health care facilities in the state which will thereby improve the level of consumer satisfaction with health services. Keywords: Bauchi state, Consumer satisfaction, Formal sector, NHIS, Out of pocket expenses.

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