Customer Switching Behavior Towards Mobile Number Portability: A Study of Mobile Users in India

Customer Switching Behavior Towards Mobile Number Portability: A Study of Mobile Users in India

Chandra Sekhar Patro
Copyright: © 2020 |Pages: 16
DOI: 10.4018/IJCBPL.2020070103
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Abstract

The telecom services have been an imperative means for socio-economic development of a country and a large contributor to the rapid growth and modernization of various sectors of the economy. In recent years, the mobile services are having enormous growth due to rapid changes in technology. The mobile users have the choice to switch from one telecom operator to another within the telecom circle without the change of phone number. The introduction to MNP promoted more competition in the telecom sector and forced service providers to improve service quality and reduce prices. Therefore, it is necessary to understand the factors influencing customer switching behaviour for using mobile number portability. The study identified that the respondents are not only aware of MNP but also know the procedure of using MNP. The results show that service payout, trustworthiness, responsiveness, and monetary value have a positive influence on customers to switch over other service providers whereas accessibility and technology do not have a positive influence on customer switching behaviour.
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Mobile Number Portability

Mobile Number Portability (MNP) enables customers to retain their mobile numbers while changing service providers, service types and/or locations. The Internet Engineering Task Force (IETF) has referred number portability as service provider portability that enables a customer to retain the existing mobile number while changing from one service provider to another in the same area; location portability enables a customer to retain existing mobile number without impairment of quality, convenience or reliability while shifting from one geographic location to another; and service portability enables a customer to retain existing mobile number without impairment of quality, convenience or reliability when switching from one service technology to another service technology.

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