study on customer expectation and experience on mobile number portability

Guide: Shri. Kalpesh Shah

Submitted By:

Mr. Mehulkumar Rathod A.

Post Graduate in Business in Master of

Commerce

Roll no. MF-39

CUSTOMER EXPERIENCE AND EXPECTATION

ON MOBILE NUMBER PORTABILITY

A PROJECR REPORT

ON

“A STUDY ON CUSTOMER EXPECTATION AND

EXPERIENCE ON MOBILE NUMBER PORTABILITY”

Submitted by

MR. MEHULKUMAR ANILBHAI RATHOD

Roll no: MR000039

In partial fulfillment for the Award of the Degree

Of

MASTER OF COMMERCE

(SPECIALIZATION IN MARKETING MANAGEMENT)

Under the guidance of

Shri Kalpesh Shah

Associate Professor

Department of Commerce and Business Management

Faculty Of Commerce

The Maharaja Sayajirao University Of Baroda

Vadodara

9TH

MAY 2014

BONAFIDE CERTIFICATE

Date: ____________

This is to certify that this Project Report entitled “A Study on Customer Experience and Expectation

on Mobile Number Portability” which is to be submitted to the office of the Registrar (Examination),

The Maharaja Sayajirao University of Baroda, Baroda has been prepared by Mr. Mehulkumar Anilbhai

Rathod (Exam Seat No. MR4000039) as a partial fulfillment of the award of the Master of Commerce

Degree with specialization in Marketing Management for the Academic year 2013-14 for the evaluation

in lieu of the Annual Examination to be held in March/April, 2014.

He has carried out this work under my personal supervision and guidance.

(Signature of the Guide)

Shri Kalpesh H. Shah

Associate Professor


Faculty of Commerce,

The Maharaja Sayajirao University of Baroda,

Vadodara.

CERTIFICATE OF ORIGINALITY

Date: __________

I, Mr. Mehulkumar Anilbhai Rathod (Exam Seat No. MR4000039), the undersigned hereby declare

that the project report entitled, “A Study on Customer Experience and Expectation on Mobile

Number Portability” submitted in partial fulfillment for the award of the Master of Commerce Degree

with specialization in Marketing Management for the Academic year 2013-14 for the evaluation in lieu

of the Annual Examination to be held in March/April, 2014 is my own work and has been carried under

the guidance of Shri Kalpesh H. Shah.

The work is an original one and has not being submitted earlier to this university or to any other

institution/ organization for fulfillment of the requirement of a course or for award of any Degree/

Diploma/ Certificate. All the sources of information used in this Project Report have been duly

acknowledged in it.

(Signature of the Student)

Mr. Mehulkumar Anilbhai Rathod

Exam Seat No: MR4000039

Master of Commerce (Specialization in Marketing Management)


Faculty of Commerce,

The Maharaja Sayajirao University of Baroda,

Vadodara.

ACKNOWLEDGEMENT

Several people have been extremely helpful in making the research report. We would like to acknowledge

Dr. Parimal H. Vyas (Dean of faculty of Commerce) for providing us guidance whenever we needed

while preparing for this report.

Here, we would like to thank our project guide, SHRI. KALPESH SHAH (Associate Prof. Department of

Commerce and Business Management, M.S. University) who has been very helpful and supportive

throughout our project report.

Moreover, we would like to thank the Maharaja Sayajirao University for providing such a great work as a

Comprehensive Project.

We are also deeply indebted to all faculty members of Department of Commerce Business Management

for their support and also thanks to everyone- my friends, well wishers for their support and

encouragement, without which accomplishing of this task would have been rather difficult.

TABLE OF CONTENTS

Sr.

No.

Particulars

Page

No.

Bonafide Certificate

Acknowledgements

Certificate of Originality

List of Tables

List of Figures/Charts

Student – Project Guide Interaction Report

Abstract

1

INTRODUCTION

1.1 Basic Information

1.1.1 What is Mobile Number Portability?

1.1.2 History Of Mobile Number Portability

1.1.3 Overview

1.1.4 Technical Details

1.1.5 Mobile Subscriber Numbers of Top 8 Mobile Operator [Nov 2013] 1.1.6 Current Status in India

1.1.7 Mobile Number Portability- The actual Indian story

1.2 Process of MNP in India

1.2.1 Process

1.2.2 Charges for Mobile Number Portability

2

COMPANY PROFILE

3 LITERATURE REVIEW

4 RESEARCH METHODOLOGY

4.1 Objectives

4.2 Scope of Research Study

4.3 Research Methodology for proposed Study

4.4 Data analysis and interpretation

5 DATA ANALYSIS & INTERPRETATION

6 FINDINGS, SUGGESTIONS, RECOMMENDATIONS,

CONCLUSIONS

Followed by References / Bibliography

Appendix/Annexure

Questionnaire

Chapter 1

INTRODUCTION

1.1.1 What is Mobile Number Portability??

Mobile Number Portability (MNP) enables mobile telephone users to retain their mobile telephone

numbers when changing or transferring (porting) their mobile phone number from one mobile phone

network provider to another. They may want to do this if they wish to sign up to a new mobile phone

provider and keep their original mobile phone number, thus saving the inconvenience of updating their

contacts with their new telephone number. Mobile Number Porting is becoming increasingly popular

worldwide due to the savings that can be made by switching mobile phone providers in order to get a

better mobile phone tariff...

1.1.2 History of MNP implementation:

MNP by Country Year of implementation

Hong Kong 1st March, 1999

Australia 25th Sept., 2001

Italy 1st April, 2002

Germany 1st November, 2002

France 30th June, 2003

United Status Of America 24th November, 2003

Saudi Arabia 8th June, 2006

South Africa 10th November, 2006

Canada 14th March, 2007

Pakistan 23rd March, 2007

New Zealand 1st April, 2007

Singapore 13th June, 2008

Brazil 1st September, 2008

Mexico 1st July, 2008

India 20th january, 2011

1.1.3 Overview:

Mobile number portability is implemented in different ways across the globe. The International and

European standard is for a customer wishing to port his/her number to contact the new network

(recipient), which then sends the number portability request (NPR) to the current network (donor).

This is known as "recipient-led" porting. The UK & India are the only exceptions to implement the

donor-led system. The customer wishing to port his/her number is required to contact the donor to

obtain a Porting Authorization Code (PAC), which is then showed to the recipient network to

proceed. Once having received the PAC the recipient continues the port process by contacting the

donor. This form of porting is known as "donor-led" and has been criticized by some industry

analysts as being inefficient, though prevents MNP scams. It has also been observed that it may act

as a customer deterrent as well as allowing the donor an opportunity of "winning back" the customer.

This might lead to distortion of competition, especially in the markets with new entrants that are yet

to achieve scalability of operation.

1.1.4 Technical details:

A significant technical aspect of MNP is related to the routing of calls or mobile messages (SMS, MMS)

to a number once it has been ported. There are various flavours of call routing implementation across the

globe but the International and European best practice is via the use of a central database (CDB) of ported

numbers. A network operator makes copies of the CDB and queries it to find out to which network to

send a call. This is also known as All Call Query (ACQ) and is highly efficient and scalable. A majority

of the established and upcoming MNP systems across the world are based on this ACQ/CDB method of

call routing. One of the very few countries not to use ACQ/CDB is the UK, where once a number has

been ported, calls to that number are still routed via the donor network. This is also known as "indirect

routing" and is highly inefficient as it is wasteful of transmission and switching capacity. Because of its

donor dependent nature, indirect routing also means that if the donor network develops a fault or goes out

of business, the customers who have ported numbers out of that network will lose incoming calls to their

numbers. The UK telecoms regulator Ofcom completed its extended review of the UK MNP process on

November 29, 2007, and mandated that ACQ/CDB be implemented for mobile to mobile ported calls by

no later than September 1, 2009.

Prior to March 2008 it took a minimum of 5 working days to port a number in the UK compared to 3.5

working days in Pakistan, 2 hours in USA, as low as 20 minutes in the Republic of Ireland, 3 minutes in

Australia and even a matter of seconds in New Zealand. On July 17, 2007, Ofcom released its conclusions

from the review of the UK MNP and mandated reduction of porting time to 2 working days effective

April 1, 2008. On 29 November 2007, Ofcom completed a round of consultations on further reduction of

porting time to 2 hours along with recipient-led porting and mandated that near-instant (no more than 2

hours) recipient-led porting be implemented by no later than September 1, 2009. However, in early 2008

Vodafone UK appealed the Ofcom statement before the Competition Appeal Tribunal (CAT), and on

September 18, 2008, CAT ruled in favor of the appeal, returning the matter back to Ofcom for

reconsideration. On July 8, 2010, Ofcom issued a final statement, retaining the donor-led process,

mandating a two-hour PAC release time, and reducing the porting time from two to one working day.

In a decentralised model of MNP, a FNR (flexible number register) may be used to manage a database of

ported out/ported in numbers for call routing.

1.1.5 Mobile Subscriber Numbers of Top 8 Mobile Operator [Nov 2013]

According to TRAI report, Tata was the only telecom operator that lost subscribers (-107k) in month of

November 2013. All other operators added to their tally, with Bharti leading the charts. Bharti added 1.72

mln followed by Aircel (1.54 mln) and Vodafone (1.34 mln). Reliance managed to add only about 304k

subscribers.

1. Bharti Airtel – 196,598,260

2. Vodafone – 158,034,139

3. Idea – 128,413,872

4. Reliance – 117,015,936

5. BSNL – 98,333,557

6. Tata – 63,343,783

7. Aircel – 65,283,113

8. Unitech – 32,370,054

1.1.6 Current statue in India

Requests for mobile number portability (MNP) increased by 2.47 million in February last, data released

by the Telecom Regulatory Authority of India (TRAI) said Wednesday.

The number of MNP requests increased from 111.94 million subscribers at the end of January last to

114.41 million at the end of February.

The number of telephone subscribers in India increased from 922.04 million at the end of January, 2014

to 931.95 million at the end of February, 2014, thereby showing a monthly growth of 1.08 percent.

Subscription in the urban areas increased from 551.96 million in January, 2014 to 556.99 million at the

end of February, 2014. Subscription in rural areas increased from 370.08 million to 374.96 million during

the same period.

The monthly growth rate of urban and rural subscription was 0.91 percent and 1.32 percent, respectively.

The overall urban tele-density increased from 145.39 to 146.47 and rural tele-density increased from

43.13 to 43.67 during this month.

Total wireless subscriber base increased from 893.31 million in January, 2014 to 903.36 million at the

end of February, 2014, registering a monthly growth of 1.12 percent.

Wireline subscriber base declined from 28.72 million at the end of January, 2014 to 28.59 million at the

end of February, 2014. Net reduction in wireline subscriber base was 0.13 million at a decline rate of 0.46

percent.

Total broadband subscription was 58 million at the end of February, 2014. Out of this, wired broadband

subscription was 14.80 million and wireless broadband subscription was 43.20 million.

1.1.7 Mobile Number Portability- The actual Indian story

Previously India's telecom regulator had said that Mobile Number Portability (MNP) would be

implemented nationwide from October 31, as announced earlier, ruling out any further delay. "There will

be no further delay in the implementation of MNP," Telecom Regulatory Authority of India (TRAI)

Chairman J.S. Sarma had said.

The Department of Telecom (DoT) had said that the operators must ensure that all inter-operator tests for

porting the numbers from one service provider to another were completed before September 1, 2010. The

DoT made it clear to all telecom operators that in case they failed to implement MNP as per the scheduled

deadline, they will be barred from launching any new commercial services from September 1. ―It has

been decided that permission to launch commercial service in any area with effect from September 1,

2010 shall be given to only those licensee(s) who are MNP complaint,‖ said DoT note.

Mobile service providers Bharti Airtel, Vodafone, Reliance, BSNL, Idea, Aircel, TATA DoCoMo, were

getting ready to launch high-speed 3G Services soon after the introduction of MNP.

State-owned telcos Bharat Sanchar Nagar Nigam and Manahagar Telephone Nigam Limited have said

they are ready with the infrastructure to implement the MNP service.

The earlier 30th June deadline for the implementation of MNP was deferred as the operators were not

ready with the infrastructure to provide the service. The MNP was to be implemented by 31st December

2009 in all the metro cities as well as in the states of Maharashtra, Gujarat, Andhra Pradesh, Karnataka

and Tamil Nadu. The deadline was then changed to March 31, 2010 and thereafter to June 30, 2010.

Asked about the rolling out of 3G services, Sarma said, "I see no reason to believe that there would be

any delay."

The leading Tax consultancy web site, TAXGURU in India published on 25.11.2010 as under: Mobile

Number Portability (which allows subscribers to retain their existing mobile telephone numbers when

they switch from one operator to another) will debut today starting from Rohtak in Haryana. Consumers

who are not happy with their existing operator can move to another, irrespective of mobile technology or

from one technology to another of the same operator within a circle. The system is likely to be launched

in other parts of the country by the end of December provided the operators are ready with their network.

But did this actually happen….?

After so many delays, it seemed that it was now final that Mobile Number Portability which allows you to

change to the operator of your choice without changing your number would be released. Since the

countdown to the actual launch of Mobile Number Portability and continuing everyone would like to

know that how they can change their operator by retaining the existing number and also things which are

important for porting their number. It was stated that if everything went on track, Haryana would be the

first state to taste the much awaited Mobile Number Portability from November 25 2010 and soon would

this facility be extended to other states too within an approximate of around 2 months.

Finally, the most awaited Mobile Number Portability (MNP) is here. Started on 20th Jan 2011 you will

now be able to switch networks as per your convenience and choice as MNP is now launched all over

India. Under Mobile Number Portability, you can move to any Mobile Network Operator within your

telecom circle irrespective of CDMA or GSM like TATA DOCOMO, Videocon Mobile Services, Airtel,

Vodafone, Idea, BSNL, Cheers Mobile, MTNL etc. the only condition being that user needs to be at least

90 days old on that network and also if you are a postpaid customer then you need to clear all the

outstanding dues.

3G services: Industry watchers say that there could be a significant movement from CDMA network to

GSM. MNP will also play a significant role in the 3G space as not all the operators have spectrum. So, a

subscriber of a mobile operator which does not have 3G services may look to move to an operator who

has

1.2.1 Process o Mobile Number Portability:

Send an SMS: PORT<space>Mobile Number (that is to be ported) to 1900 For ex. PORT 9812345678

The subscriber will receive a Unique Porting Code (UPC) by SMS from his current service provider

which is an 8 digit alpha-numeric porting code that the subscriber needs to submit to the operator they

wish to opt to along with relevant documents.

The subscriber will need to apply in the prescribed application form to the chosen new service provider

quoting the UPC which will act as a reference while filling up the application form with the new service

provider. The UPC is valid only for 24 hours. The new service provider will then take action to get the

required

Processes completed to enable the subscriber to get connected to his network. Porting has to be completed

within four (4) to seven (7) working days.

1.2.2 Charges for Mobile Number Portability:

TRAI has fixed a ceiling of Rs 19 on porting charges which the new service provider may collect from

the subscriber.

Post-paid subscribers, before making the porting request, have to make sure that their last bill has been

paid failing which the request for change to new service provider shall be rejected.

In the case of pre-paid subscriber, any balance amount left will not be carried forward when the number is

transferred to the new service provider. Once a subscriber ports his number to the new operator, then, he

will have to wait for at least 90 days before he can change his operator again.

Chapter 2

COMPANY PROFILE

(Major Service Providers)

Bharti Airtel

Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational telecommunications

Services Company headquartered in New Delhi, India. It operates in 20 countries across South Asia,

Africa, and the Channel Islands. Airtel has a GSM network in all countries in which it operates, providing

2G, 3G and 4G services depending upon the country of operation. Airtel is the world's second largest

mobile telecommunications company by subscribers, with over 275 million subscribers across 20

countries as of July 2013. It is the largest cellular service provider in India, with 192.22 million

subscribers as of August 2013. Airtel is the Second largest in-country mobile operator by subscriber base,

behind China Mobile.

Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony in India,

and is also a provider of broadband and subscription television services. It offers its telecom services

under the "airtel" brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom

service provider to achieve Cisco Gold Certification. It also acts as a carrier for national and international

long distance communication services. The company has a submarine cable landing station at Chennai,

which connects the submarine cable connecting Chennai and Singapore.

Airtel is credited with pioneering the business strategy of outsourcing all of its business operations except

marketing, sales and finance and building the 'minutes factory' model of low cost and high volumes. The

strategy has since been copied by several operators. Its network—base stations, microwave links, etc.—is

maintained by Ericsson and Nokia Siemens Network whereas IT support is provided by IBM, and

transmission towers are maintained by another company (Bharti Infratel Ltd. in India). Ericsson agreed

for the first time to be paid by the minute for installation and maintenance of their equipment rather than

being paid up front, which allowed Airtel to provide low call rates of 1/minute (US$0.02/minute).

During the last financial year (2009–10), Bharti negotiated for its strategic partner Alcatel-Lucent to

manage the network infrastructure for the tele-media business. On 31 May 2012, Bharti Airtel awarded

the three-year contract to Alcatel-Lucent for setting up an Internet Protocol access network (mobile

backhaul) across the country. This would help consumers access internet at faster speed and high quality

internet browsing on mobile handsets.

Vodafone

The name Vodafone comes from voice data fone, chosen by the company to "reflect the provision of

voice and data services over mobile phones‖

Vodafone Group plc is a British multinational telecommunications company headquartered in London

and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile

telecommunications company measured by both subscribers and 2013 revenues (in each case behind

China Mobile), and had 453 million subscribers as of June 2013.

Vodafone owns and operates networks in 21 countries and has partner networks in over 40 additional

countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to

corporate clients in over 65 countries.

Vodafone has a primary listing on the London Stock Exchange and is a constituent of the FTSE 100

Index. It had a market capitalisation of approximately £89.1 billion as of 6 July 2012, the third-largest of

any company listed on the London Stock Exchange. It has a secondary listing on NASDAQ.

Vodafone Global Enterprise is the business services division, and a wholly owned subsidiary of Vodafone

Group. It was established in April 2007 to provide telecommunications and information technology

services to large corporations.

It offers integrated communication solutions in cloud computing, unified communications and

collaboration. Its services include domestic and international voice and data, Machine to Machine

services, mobile email, mobile broadband, managed services, mobile payment and mobile recording.

Bharat Sanchar Nigam Limited (BSNL)

Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned telecommunications

company headquartered in New Delhi, India. It was incorporated on 15 September 2000. It took over the

business of providing of telecom services and network management from the erstwhile Central

Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1

October 2000 on going concern basis. It is the largest provider of fixed telephony and fourth largest

mobile telephony provider in India, and is also a provider of broadband services. However, in recent years

the company's revenue and market share plunged into heavy losses due to intense competition in the

Indian telecommunications sector.

BSNL is India's oldest and largest communication service provider (CSP). It had a customer base of 117

million as of Jan 2014. It has footprints throughout India except for the metropolitan cities of Mumbai

and New Delhi, which are managed by Mahanagar Telephone Nigam (MTNL).

As of December 2011, many other private operators have started rolling out their 3rd Generation (aka 3G)

services alongside and are enjoying some success in their campaigns to get market share. While BSNL

still maintains its connectivity standard and expands to many more areas including rural areas with their

3G services. Also the network infrastructure has been upgraded from to provide 3.6 Mbit/s to 7.2

MBits/sec. It is enjoying a slow but somewhat steady success in gaining market share in this regard.

The introduction of MNP(Mobile Number Portability) which is an service that lets the consumer change

wireless service providers while retaining their actual mobile number, BSNL has seen many customers

opting for this service to move away from the services to other operators. Despite this as the Indian

Wireless market grows BSNL still has a loyal base of subscribers and many more subscribers being added

to it every day. This provides customer services for 95 million as of June 2011.

Idea Cellular

In 2000, Tata Cellular was a company providing mobile services in Andhra Pradesh. When Birla-AT&T

brought Maharashtra and Gujarat to the table, the merger of these two entities was a reality. Thus Birla-

Tata-AT&T, popularly known as Batata, was born and was later rebranded as IDEA.

Then Idea set sights on RPG’s operations in Madhya Pradesh which was successfully acquired, helping

Batata have a million subscribers, and the licence to be the fourth operator in Delhi was clinched.

In 2004, Idea (the company had by then been rechristened) bought over the Escorts group’s Escotel

gaining Haryana, Uttar Pradesh (West) and Kerala — and licences for three more — UP (East), Rajasthan

and Himachal Pradesh. By the end of that year, four million Indians were on the company’s network. In

2005, AT&T sold its investment in Idea, and the year after Tatas also bid good bye to pursue an

independent telecom business. And Idea was left only with one promoter, the AV Birla group. Rs 2,700

crore adding Punjab and Karnataka circles. Modi’s joint venture partner, Telekom Malaysia, invested Rs

7,000 crore for a 14.99% stake in Idea. Just around then, Idea’s subsidiary, Aditya Birla Telecom sold a

20% stake to US-based Providence Equity Partners for over Rs 2,0000 crore.

The company has its retail outlets under the "My Idea" banner. The company has also been the first to

offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban areas.

Idea Cellular won the GSM Association Award for "Best Billing and Customer Care Solution" for 2

consecutive years.

IDEA Cellular has been recognized as the 'Most Customer Responsive Company' in the Telecom sector,

at the prestigious Avaya GlobalConnect Customer Responsiveness Awards 2010.

Reliance Communications

Reliance Communications Ltd. (commonly called RCOM) is an Indian Internet access (commonly

called "broadband") and telecommunications company headquartered in Navi Mumbai, India. RCOM is

India's second largest telecom operator, only after Bharti Airtel. It is the 15th largest mobile phone

operator with over 150 million subscribers. Established in 2004, it is a subsidiary of the Reliance Group.

The company has five segments: Wireless segment includes wireless operations of the company;

broadband segment includes Internet access operations of the company; Global segment include national

long distance and international long distance operations of the company and the wholesale operations of

its subsidiaries; Investment segment includes investment activities of the Group companies, and Other

segment consists of the customer care activities and direct-to-home (DTH) activities.

It ranks among the top 5 telecommunications companies in the world by number of customers in a single

country. Reliance Communications corporate clientele includes 2,100 Indian and multinational

corporations, and over 800 global, regional and domestic carriers. The company established a pan-India,

integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of

supporting services spanning the entire communications value chain, covering over 24,000 towns and

600,000 villages. Reliance Communications owns and operates the IP-enabled connectivity infrastructure,

comprising over 190,000 kilometres of fibre optic cable systems in India, USA, Europe, Middle East and

the Asia Pacific region.

Reliance Communications Limited has its offices in Ahmedabad, Bangalore, Chandigarh, Chennai,

Hyderabad, Jaipur, Kochi, Kolkata, Lucknow, Patna and Pune.

Tata DoCoMo

TATA DOCOMO, is an Indian cellular service provider on the GSM, CDMA and platform-arising out

of the strategic joint venture between Tata Teleservices and NTT Docomo in November 2008. It is the

country's sixth largest operator in terms of subscribers (including both GSM and CDMA).

TATA DOCOMO is part of the Indian conglomerate Tata Group. The company received the license to

operate GSM services in nineteen telecom circles and was allotted spectrum in eighteen of these circles

and launched GSM services on 24 June 2009. It began operations first in South India and currently

operates GSM services in eighteen of twenty two telecom circles. It has licences to operate in Delhi but

has not been allocated spectrum from the Government. Docomo provides services throughout India. Tata

DOCOMO offers both prepaid and postpaid cellular phone services. It has become very popular with its

one second pulse especially in semi-urban and rural areas.

On 5 November 2010, Tata DOCOMO became the first private sector telecom company to launch 3G

services in India. Tata DOCOMO had about 42.34 million users at the end of December 2010.

In April 2011, TATA DOCOMO signed on Bollywood actor Ranbir Kapoor as its brand ambassador on a

three year contract. For the southern states of Tamil Nadu and Andhra Pradesh, actors Vijay and Ram

Charan Teja are the brand ambassadors respectively.

On 20 October 2011, Tata DoCoMo brought its brands - CDMA, GSM, Walky (Fixed Wireless Phone),

Photon, INTERNET - under the Tata Docomo name. All subscribers to these services were migrated to

the Docomo brand on 20 October 2011. The companies other brands - Virgin Mobile and T24 - are not

part of the rebranding and will retain their names

Aircel

Aircel is an Indian mobile network operator headquartered in Chennai, which offers voice & data services

ranging from postpaid and prepaid plans, 2G and 3G services, Broadband Wireless Access (BWA), Long

Term Evolution (LTE) to Value-Added-Services (VAS). In 2006, Aircel was acquired by Malaysia’s

biggest integrated communications service provider Maxis (Maxis Communication Berhard) and is a joint

venture with Sindya Securities & Investments Pvt Ltd - Maxis holds 74% equity in the company.

Aircel commenced operations in 1999 by Chinnakannan Sivasankaran and today is the leading mobile

operator in Tamil Nadu, Assam, North-East India and Chennai.

It is India’s fifth largest GSM mobile service provider and seventh largest mobile service provider (both

GSM and CDMA) with a subscriber base of over 65.1 million. It has a market share of 7.33% among

wireless operators (includes GSM, CDMA, and FWP operators) in the country.

Aircel has also obtained permission from the Department of Telecommunications (DoT) to provide

international long distance (ILD) and national long distance (NLD) telephony services. It also has the

largest service in Tamil Nadu.

Aircel started as a regional player in Tamil Nadu in 1999. Soon, it became the leading operator in Tamil

Nadu. At one time, Aircel was the fastest growing operator in India. Because of this, it attracted foreign

investments and Malaysian operator Maxis Communications bought a 74 percent stake in the company in

2005 from its Indian owner Chinnakannan Sivasankaran.

In 2010, the company bough 3G and wireless broadband (BWA) spectrum in 13 and 8 circles respectively

in the 2010 spectrum auction. It paid US$1.44 billion ( 79.1 billion) for the 3G spectrum and US$0.76

billion ( 49.76 billion) for BWA. Of this, the company raised $0.88 billion ( 48.3 billion) from

Deutsche Bank, Standard Chartered Bank, HSBC and Barclays. It also took a $0.44 billion ( 24.2

billion) one-year bridge loan from HSBC, Punjab National Bank and Axis Bank. The company, as of

November 2012, has around 1 million 3G customers. It is yet to launch its LTE network. Aircel expects to

launch it in the first quarter of 2013.

Uninor

Telewings Communications,(operating under the brand name of Uninor) is an Indian mobile network

operator based in Gurgaon, India. The company is a subsidiary of Telenor Group, a telecommunications

company headquartered in Oslo, Norway, and Telenor currently owns 74% of the stake in Telewings

Communications.

Telewings offers mobile voice and data services based on the GSM technology, on 5 MHz spectrum.

Uninor services are commercially available in 6 circles, covering a population footprint of 600 million

people. Uninor serves more than 3 crore customers in the states of Uttar Pradesh, Uttarkhand, Bihar,

Jharkhand, Maharashtra, Goa, Gujarat and Andhra Pradesh. The mobile service provider targets youth

and other communities within the Indian mass market.

In recent Spectrum auctions Uninor secured fresh spectrum in 4 of its existing circles and in a new circle

of Assam.

Spectrum acquired by Uninor in the 1800Mhz band UP East – 1.8 MHz UP West – 2.0 MHz Bihar and

Jharkhand – 2.2 MHz Andhra Pradesh – 1.4 MHz Assam – 6.0 MHz

Strategy:

Launching its Indian operation, Telenor announced a set of financial targets for the new venture. Uninor

is targeting an 8% pan-India market share, breaking even on EBIDTA within three years of launch and

obtain positive operating cash flow within five years of launch. The operational peak funding requirement

is set at INR 155 billion.

Uninor’s strategy to reach its targets is based on three strategic pillars;

servicing the basics,

excellence in mass market distribution and

cost efficient operations

Chapter 3

LITERATURE REVIEW

Stefan BOhler, Ralf Dewenter & Justus Haucap (2005) examines the causes and effects of mobile

number portability WMNP) and provides a survey of its implementation in Europe and Wefirst

examine the competitive effects and the costs of introducing MNP.

Stefan Buehler (2007) examines the consequences of introducing mobile number portability (MNP).

As MNP allows consumers to keep their telephone number when switching providers, it reduces

consumers’ switching costs. However, MNP may also cause consumer ignorance if telephone

numbers no longer identify networks.

Surabhi Jain (2010) with current scenario, if a customer is dissatisfied on the service by mobile

operator either he has to reluctantly accept the service or switch to another service provider that he

wishes. This paper highlights the importance of mobile number portability (MNP) which enables

mobile telephone users to retain their mobile telephone numbers when changing from one mobile

network operator to another. And requirements and compatibility for switching the network as

mobile number is used for all business and family correspondence. This paper provides an in-depth

description of how it affects the switching cost for consumer, it also include various flavors of call

routing implementation, mobile messages (SMS, MMS) to a number once it has been ported. Despite

of so many networks why user wants to switch to other network will be discussed in this paper. The

research paper addressed various arguments related to the pros and cons of mobile number portability

such as How Could MNP Disrupt Mobile Service Providers and how can Mobile Service Providers

Benefit from MNP? A more pronounced effect of MNP is likely to be an increased focus on

improving the customer experience. The research papers also give an insight into the disruptive effect

of MNP on Indian Telecom Industry.

Dong H. Shin (2007) investigate the effect of mobile number portability (MNP) on mobile

subscribers in Korea by focusing on subscribers' perception and behavior related to MNP. Statistical

analyses in this study reveal that subscribers perceive the switching barrier still as high, discouraging

subscribers from switching carriers. While MNP lowered switching costs considerably, a significant

level of switching costs still remains despite MNP. Carriers develop new subscriber lock-in strategies

that make them stay with current carriers. In addition, there are hidden costs other than MNP that

should burden subscribers with number portaging.

Dr.V. Kumaravel (2009) Mobile number portability permits to a mobile subscriber to switch

operators without changing his/her telephone number. This research paper describes that Impact of

Mobile Number Portability on Mobile Users Switch over Behavior-Indian Mobile Market. Mobile

number portability is now a crucial issue for mobile service providers. The most challenging job for

the present day is that retain existing mobile customers. The mobile operator’s ability to retain its

customer has a direct impact on its profitability and effectiveness. Losing a customer will affect the

mobile operators in terms of cost.

Sanjeet Singh (2010) the paper evaluates the customer perception and expectation from MNP.

―Mobile Number Portability‖ means the facility, which allows a subscriber to retain his mobile

telephone number when he moves from one cellular service Provider to another irrespective of the

mobile technology or from one cellular mobile technology to another of the same Access Provider.

The mobile portability is the process to change the mobile company without changing your mobile

number. The study mainly concentrates in north India and the companies, which are available and

popular in the north India.

Tülin Durukan (2009) Mobile number portability is defined as a system that allows consumers to

change operator without a necessity of changing the mobile phone number. the aim of this study, the

effects of the mobile number portability application are examined theoretically at first. Then, the

relationships among ―mobile number portability application satisfaction‖, ―perceived public

illumination activities‖ and ―knowledge (information level) about the application‖ with ―the intention

to change the operator (switching intention)‖ are scrutinized and the results are interpreted.

Especially nowadays the global crisis is tried to overcome, taking into consideration of results, which

is obtained from such scientific studies, is crucial to reach the aimed results of these kinds of

consumer centric regulations.

A K Talukder (2010) Growth in telecommunications population directly impacts the economy.

Advanced economies have discovered that mobile number portability (MNP) helps the economy.

Keeping this in mind, this paper proposes a technology solution for SMS data portability in MNP

scenario. It provides experimental results to support such a claim. Indian Institute of Science.

Dr. V. Mallikarjuna, Dr. G. Krishna Mohan, Dr. D. Pradeep Kumar, The present study employs

discriminate function analysis and independent-samples t-test to identify the key differentiating

factors that discriminate brand loyal customers from switchers among the mobile users in AP

telecom circle of India. Satisfaction of customer with network access, call tariffs, customer care,

network coverage and use of mobile for voice calls or MMS are found have strong discriminating

power between the loyal customers and switchers. Mobile operators in India have to invest in

network and technology to improve the coverage, connectivity and speed. Improvement in the quality

of basic service – the voice calls will prove to be an excellent strategy for enhancing customer

loyalty.

Studies on Mobile Number Portability and its effects are conducted by various researchers and

authors in many countries. Major focus of theses researches focus around implementation of Mobile

Number Portability, policy and regulatory benefits, market competition, benefits to the customers,

switching costs, etc.

Klemperer (1995) defines switching costs as a result of ―a consumer’s desire for

compatibility between his current purchase and a previous investment.‖ Consumers are less attracted by a

price cut and have less elastic demand. Consumers are less attracted by reduced price and they

have less elastic demand. The overall effect of reduction in switching costs is unclear. Dong Hee

Shin (2006) conducted a study on 684 U.S. cell phone subscribers to know the perceptions and

behavior of subscribers and its effect of Mobile Number Portability. It was found that switching

barriers such as switching cost and other hidden costs were perceived high by the subscribers.

Mobile companies used lock-in method to hinder switching by the customers. The findings imply

that Mobile Number Portability has more directly affected the industries to a greater extent than

subscribers.

Studies conducted by Gans et al. (2001), Reinke (1998), and Aoki et al. (1991) describe

costs and benefits of Mobile Number Portability for customers. Gans et al. (2001) opine that socially

efficient results can be attained due to MNO. Reinke (1998) suggests that Mobile Number Portability

implementation means can ensure or threaten competition. Aoki et al. (1991) Mobile Number

Portability can reduce switching costs for the customers.

Time and process of implementing Mobile Number Portability are the biggest problems before

policy maker of the country (Park Myeong-Cheol, Kim Dan, Lee Sang-Woo, Demand for Number

Portability in the Korean Telecommunications Market: Contingent Valuation Approach, Journal of

Global Information Management, vol 15, No. 1, January-March 2007). So far studies done

on Mobile Number Portability focus on benefits of Mobile Number Portability and how to maximize

effectiveness of Mobile Number Portability. There are not many empirical researches done on

Mobile Number Portability. Park et al. conducted one of the pioneer studies estimating customer

demand for Mobile Number Portability, applying Cost-Benefit Analysis using empirical data

collected from mobile service providers. The study examined how customers’ estimated willingness

to pay for Mobile Number Portability varies with socio-economic characteristics (age, gender,

income, education, etc.), is there any brand effect problem in Korean telecom industry, and finding

out the way of implementing Mobile Number Portability in Korean cellphone market which will not

affect the competition negatively. The study estimated the demand for Mobile Number Portability

among Korean mobile service subscribers found existence of a difference in Mobile Number

Portability demand among subscribers and service providers. The study revealed that demand for

Mobile Number Portability was higher than estimated considering average monthly payment of the

subscribers. One of the limitations of this study is that results of the study do not give complete

economic analysis of Mobile Number Portability.

Stefan and Justus (2004) analyzed relationship between competition and ignorance by the customers

about Mobile Number Portability. They examined that Mobile Number Portability eliminates switching

cost and affect the ignorance by the customers about Mobile Number Portability as well. They introduced

analytical framework showing results of the analysis done. It shows that Mobile Number Portability is

going to bring substantial changes in mobile services market. Mobile service providers, landline phone

customers, and mobile phone customer-these three groups get affected by Mobile Number Portability.

The research also discusses policy implications and social welfare effect of Mobile Number Portability.

Mobile Number Portability will decrease aggregate profits of cellphone service providers. Mobile

Number Portability increases the variable prices paid by fixed network customers. Cellphone users are not

likely to get benefits from Mobile Number Portability in case mobile networks are close substitutes

of one another. The study shows that in severe competition among market players, Mobile Number

Portability does not affect customers’ decision regarding subscribing. Though benefits of Mobile

Number Portability are relatively little, toll-free enquiry numbers, acoustic signal etc. alternatives

generate benefits provided implementing these alternatives is not expensive and they do not disturb

the customers much.

Sheikh Taher Abu (2010) analyzed the effect of technological innovations and

competition policies on the diffusion of 3G mobile phones in Japan. The research identified the

factors promoting 3G cellphones in Japan. The author developed an estimation model taking

variables such as number of subscribers to 3G mobile phone services, GDP and charges, competition

policies, and technological innovations. This research included innovations and competition

strategies of the major service providers of Japan i.e. NTT DoCoMo, au (KDDI) and Softbank.

Nakamura (2010) carried out research to estimate switching costs involved in changing mobile

service provider in Japan. Nakamura found that government policy related to SIM locks does not

exist in Japan. Mobile phone market in Japan is saturated. This type of policy can improve portability

of cellphone handset. It can also reduce switching costs incurred by the cellphone users while

changing network providers as market competition can be boosted up.

Shi, Chiang, and Rhee (2006) studied relationship of switching costs with price competition and

related the analytical results to the empirical evidence from Hong Kong market. This study focuses

on how price competition and market shares of the firms are affected by reduction in switching costs.

They suggested that switching costs can be reduced by implementing Wireless Number Portability.

Incurring positive interconnection costs, the companies charge lower call charges within the same

networks rather than for calls between the networks. Research concludes that consumer switchingcosts

tend to increase the firms’ abilities to exploit their existing customers and to reduce the firms’

incentives to attract new customers.

Viard (2007) carried out to determine whether switching costs

make markets more or less competitive by analyzing the case of toll free number portability. First

examination was carried out for long-distance services through contracts of AT&T virtual private

network services. Second examination was carried for unbundled services offered by MCI and

AT&T. Findings show that portability had no significant effect on prices for toll services, which

were always portable. The author estimated that portability lowered toll-free prices by approximately

fourteen percent for the average customer and concluded that companies reduced their prices when

switching costs declined.

So far various researchers have focused on Mobile Number Portability and its related aspects such as

implementation, pricing, costs etc. Much research is not done by directly asking the cellphone users

about whether they are satisfied with the current MSP, their preferences to make use of MNP, and

the reasons if any. The present research is an outcome of a need felt for investigating these aspects.

Conducting research just after when MNP is launched in India will give better suggestions to the

MSPs as to how MSPs should prepare and react to customers’ plans.

Chapter 4

RESEARCH METHODOLOGY

4.1 Objectives of the proposed Research Study:

The project would mainly focus on the following objectives

To investigate the effects of Mobile Number Portability on mobile phone users in Telecom Circle

To determine the response of users towards Mobile Number Portability.

To explore the factors motivating the users towards Mobile Number Portability

To explore factors inhibiting the users towards Mobile Number Portability.

Discover the Consumer’s reaction towards the concept of Mobile Number Portability

4.2 Scope of the Research Study:

It is aimed to study on customer experience and expectation towards mobile number portability. How

many users have been transferred their number in other service provider in city area.

4.3 Research Methodology of the proposed Research Study:

The research methodology mainly includes following;

4.3.1 Source of Information

I have made the use of both primary and secondary data sources of information

4.3.1.1 Primary Data

I have conducted the questionnaire to study experience and expectation of different

customer who have done mobile number portability in order to study primary data.

4.3.1.2 Secondary Data

The secondary data have been obtained from published as well as unpublished search

engine, newspapers, books, magazines, journals, websites the other relevant information.

4.3.2 Research Instruments

I have made use of structure non-disguised questionnaire as research instruments for the

collection of primary data

4.3.3 Sampling Design

Sampling decision includes followings:

4.3.3.1 Representative Sample: the people, who have done mobile number portability, will be

considered as representative sample of proposed study.

4.3.3.2 Sampling Frame: The data will be collected from the people who are holder of mobile

number portability, therefore, the data will be based on customer expectation and experience.

4.3.3.3 Sampling Size: Appropriate number of sampling size will be put to use for the purpose of

collecting primary data from the selected people from different group. The sampling size will be

100.

4.3.3.4 Sampling Design and Method: The method of sampling would be random stratified

sampling.

4.3.3.5 Sampling Media: The sampling media would be personal interview of the customers and

filling up of the questionnaire.

4.4 Data analysis and interpretation

As the Project work is in the nature of Exploratory and Descriptive type, it will involve the complete

picture of customer preference on mobile number portability. The collected data will be analyzed using

appropriate charts, Graphs, Diagrams, and Statistical techniques. The interpretation of the data will be

presented in the form of comparative tables as well as relevant diagram.

Chapter 5

DATA ANALYSIS & INTERPRETATION

5.0 Data analysis:

Following are the question for data analysis:

Q.2 Gender:

Gender Frequency Percent (%)

Male 68 68

Female 32 32

Total 100 100.0

Interpretation

As above Diagram shows in the question of gender males score are high in numbers of 68.3% it means 69

males, whereas females are only 32 in the study

68%

32%

Gender

Male

Female

Q.3 Age Group:

Age Group

(In yrs.)

Frequency

(in numbers)

Percent (%)

18-25 35 35

25-30 29 29

30-35 20 20

35 yrs & above 16 16

Total 100 100.0

Interpretation

As the graph shows out of 100 percent respondents there is four different categories of respondents, in

which 36% people comprises from group of 18-25 years,

Whereas, 2nd

highest number of respondents from age group of 25-30 years. That is 29% respondents.

3rd

highest number of respondent is 20% respondents from age group 30-35 years

And last one 16% respondents from age group 35 years and above.

35%

29%

20%

16%

Frequency

18-25

25-30

30-35

35 yrs & above

Q.4 Occupation:

Occupation Frequency Percent (%)

Student 29 29

Self-Employed 14 14

Agriculture 13 13

Salaried 26 26

Professional 17 17

Others 2 2

Total 100 100.0

Interpretation

As we can see in the diagram there is group of students stands at 28%,

Whereas self employed stands at 14% self employed means whose those have their own business

Agriculture people are 13% in the study, salaried people are 26%, and Professional People are 17% and

2% are others

28%

14%

13%

26%

17%

2%

Occupation

Student

Self Employed

Agriculture

Salaried

Professional

Others

Combined Interpretation of Gender and Age

Count

Gender

Age (in Years) Total

18-25 25-30 30-35 35 &

Above

Male 27 23 11 7 68

Female 8 6 9 9 32

Total 35 29 20 16 100

Interpretation

As per diagram there 27 Males and 8 Females in age group of 18-25 years,

There are 23 Males and 6 Females in age group of 25-30 years

There are 11 Males and 9 Females in age group of 30-35 years

There are 7 Males and 9 Females in age group of 35 Years and above.

27

23

11

78

6

9 9

0

5

10

15

20

25

30

18-25 25-30 30-35 35 & above

Male

Female

Q.5 Which Mobile connection do you own?

Cellular Companies Frequency Percent (%)

Airtel 19 19.0

Vodafone 44 44.0

BSNL 11 11.0

IDEA 18 18.0

Aircel 1 1.0

TATA DoCoMo 5 5.0

Reliance 2 2.0

Uninor 0 0

Total 100 100.0

Interpretation

After the mobile number portability 19% respondents from Aietel, 44 % respondents from Vodafone,11

% respondents from BSNL, 18% respondents from Idea, 1% respondents from Aircel, 5% respondents

from Tata DoCoMo , 2% from Reliance communications and 0% from Uninor

On the basis of this data we can easily say that people wants to move from weaker network to powerful

network.

19%

44%

11%

18%

1% 5% 2% 0%

Which Mobile Connection do you own?

Airtel

Vodafone

BSNL

Idea

Aircel

Tata DoCoMo

Reliance

Uninor

Q.6 what is the mode of your Mobile Connection?

Mode of Connection Frequency Percent (%)

Pre-Paid Connection 77 77.0

Post-Paid Connection 23 23.0

Total 100 100.0

Interpretation

This the data of the respondents who have done mobile number portability

After the portability there 77% people who are using Pre-paid connection and 23% people are using Post-

paid connection

In Mobile Number Portability Service provider gives you option to choose mode of connection

Because of portability some people willing to change the mode of connection from pre-paid to post-paid

and post-paid to pre-paid.

77%

23%

Mode of your Mobile Connection

Pre-Paid Connection

Post-Paid Connection

Combined study of Mobile connection they owned and Mode of mobile connection after Mobile Number

Portability

Service Providers Mode of mobile connection Total

Pre-Paid Post-Paid

Airtel 16 3 19

Vodafone 29 15 44

Bsnl 10 1 11

Idea 14 4 18

Aircel 1 0 1

Tata Docomo 5 0 5

Reliance 2 0 2

Uninor 0 0 0

Total 77 23 100

16

29

10

14

1

5

20

3

15

1

4

0 0 0 00

5

10

15

20

25

30

35

Pre-Paid

Post-Paid

Interpretation

As we can see that this is combined study of Mobile connection they have owned and mode of Mobile

Connection after the Mobile Number Portability,

There are 16 Pre-Paid and 3 Post-Paid respondents are Airtel user,

whereas 29 Pre-Paid & 15 Post-Paid respondents of Vodafone, There are 10 Pre-Paid and 1 Post-Paid

respondent of BSNL,there are 14 Pre-Paid and 4 Post-Paid respondents from Idea network, whereas 1

Pre-Paid and 0 Post-Paid respondents of Aircel, 5 Pre-Paid and 0 Post-Paid connection of Tata DoCoMo,

2 Pre-Paid and 0 Post-Paid respondents from Reliance communications, and there are 0 respondents from

Uninor.

So, this is the combined study in which we founded that everyone wants to move on batter and stronger

network. So there are more people on network like Airtel, Vodafone and Idea.

There is highest frequency/people in Vodafone network who have transfer their number after Mobile

Number Portability

Q.7 What was your previous connection?

Service Providers Frequency Percent (%)

V

a

l

i

d

Airtel 6 6.0

Vodafone 3 3.0

BSNL 11 11.0

Idea 10 10.0

Aircel 16 16.0

Tata DoCoMo 22 22.0

Reliance 19 19.0

Uninor 13 13.0

Total 100 100.0

Interpretation

Before the Mobile Number Portability there are % respondents form Airtel, 3% respondents from

Vodafone, 11% respondents from BSNL, 10% respondents from Idea, 16% respondents from Aircel, 22%

respondents from Tata DoCoMo, 19% respondents from Reliance, 13% respondents from Uninor

So, basically there are more number of respondents from poor network coverage who have moved to

stronger network coverage

6% 3%

11%

10%

16%

22%

19%

13%

What was your previous connection?

Airtel

Vodafone

BSNL

Idea

Aircel

Tata DoCoMo

Reliance

Uninor

Q.8 what was the previous mode of your Mobile Connection?

Mode of Mobile Connection Frequency Percent (%)

V

a

l

i

d

Pre-Paid Connection 81 81.0

Post-Paid Connection 19 19.0

Total 100 100.0

Interpretation

This the data of the respondents who have done mobile number portability

Before the portability there 81% people who are using Pre-paid connection and 19% people are using

Post-paid connection

In Mobile Number Portability Service provider gives you option to choose mode of connection

Because of portability some people willing to change the mode of connection from pre-paid to post-paid

and post-paid to pre-paid.

81%

19%

What was the previous mode of your

mobile connection?

Pre-Paid Connection

Post-Paid Connection

Combined study of Previous Mobile connection they owned and Previous Mode of mobile connection

after Mobile Number Portability

Service

Providers

What was previous mode

of connection

Total

Pre-Paid Post-Paid

Airtel 2 4 6

Vodafone 3 0 3

BSNL 8 2 11

Idea 9 2 10

Aircel 12 4 16

Tata Docomo 18 4 22

Reliance 16 3 19

Uninor 13 0 13

Total 81 19 100

23

89

12

18

16

13

4

0

2 2

4 43

00

2

4

6

8

10

12

14

16

18

20

Airtel Vodafone BSNL Idea Aircel Tata

DoCoMo

Reliance Uninor

Pre-Paid

Post-Paid

Interpretation

As we can see that this is combined study of previous Mobile connection they have owned and previous

mode of Mobile Connection after the Mobile Number Portability,

There are 2 Pre-Paid and 4 Post-Paid respondents are Airtel user,

whereas 3 Pre-Paid & 0 Post-Paid respondents of Vodafone, There are 8 Pre-Paid and 2 Post-Paid

respondent of BSNL,there are 9 Pre-Paid and 2 Post-Paid respondents from Idea network, whereas 12

Pre-Paid and 4 Post-Paid respondents of Aircel, 18 Pre-Paid and 4 Post-Paid connection of Tata

DoCoMo, 16 Pre-Paid and 3 Post-Paid respondents from Reliance communications, and there are 13 Pre-

Paid and 0 Post-Paid respondents from Uninor.

So, this is the combined study in which we founded that everyone wants to move on batter and stronger

network. So there are more people on network like Airtel, Vodafone and Idea.

There is highest frequency/people in Tata DoCoMo network before the portability.

Q.9 Why you gone for Mobile Number Portability?

Reasons Frequency Percent (%)

Just to try MNP 25 25.0

Dissatisfied with past connection 61 61.0

No, I’m willing to switch 14 14.0

Total 100 100.0

Interpretation

As we can see that in the diagram there are 25% respondents who have done portability just to try it.

There are 61% respondents who were dissatisfied with their past service provider so they have done

mobile number portability.

And there are 14% respondents who were satisfied with their past service provider after then they have

done because of their willingness.

25%

61%

14%

0

10

20

30

40

50

60

70

Just ti try MNP Dissatisfied with past

connection

No, I'm willing to switch

Why you gone for Mobile Number

Portability?

Q.10 what was the basic reason to left previous service provider?

Reasons Frequency Percent (%)

Connectivity 18 18.0

Tariff rates 8 8.0

Call drops 14 14.0

Network Coverage 40 40.0

Customer Services 10 10.0

Desire Services 4 4.0

Others 6 6.0

Total 100 100.0

Interpretation

As we can see in the diagram there 40% people who were suffering from the problem of network

coverage, there are 18% people who left previous connection because of connectivity problem i.e related

to internet. There are 14% people who left connection because Call Drops i.e technical matter when two

persons are talking with each other and because of technical problems call drops or we can’t hear voice of

opposite person. There are 10% people who left previous connection because of bad Customer Service.

There are 8% people who left previous connection because irrelevant Tariff Rates. There are 6% people

those have no reason to change these people are those who have done MNP just to try. There are 4%

people who left previous connection because they doesn’t getting Desire Service Packs.

18%

8%

14%

40%

10%

4%6%

What was the basic reason to left previous

service provider?

Connectivity

Tariff Rates

Call Drops

Network Covarage

Customer Services

Desire Service Packs

Others

Q.11 After portability, are you satisfied with it?

Yes/No Frequency Percent (%)

Yes 91 91.0

No 9 9.0

Total 100 100.0

Interpretation

In the above question there are 91% respondents who are satisfied after mobile number portability, and

there are 9% respondents are not satisfied after portability

This question is related with the process of mobile number portability, that problems faced by customer

after mobile number portability. Problems like Network coverage, connectivity, customer service etc.

91%

9%

0

10

20

30

40

50

60

70

80

90

100

Yes No

After portability, are you satisfied with it?

Q.12 According to your expectation they are providing you good services to you?

Yes/No Frequency Percent (%)

Yes 83 83.0

No 17 17.0

Total 100 100.0

Interpretation

In the above question there are 83% respondents who believe that According to expectation they are

getting good services after Mobile Number Portability, and there are 17% respondents who believe that

According to expectation they are not getting good services after Mobile Number Portability

This question is related with the services of the service provider that they are providing after portability to

their customers. It includes Good Connectivity, Reliable Tariff Rates, Good Network Coverage, Batter

Customer Services, Desire Service Packs etc.

83%

17%

0

10

20

30

40

50

60

70

80

90

Yes No

According to your expectation they are

providing you good services to you?

Q.13 As you expected, which services are good after portability?

Services Frequency Percent (%)

V

a

l

i

d


Tariff Rates 17 17.0



Desire Service Packs 9 10.0

Call Drops 7 100.0

Total 100 100.0

Interpretation

As per the pie chart we can see that, there are 26% respondents are believed that Connectivity is good

after Mobile Number Portability. 17% respondents are satisfied with Tariff Rates, 29% respondents are

believed that Network Coverage is good after Portability. 12% respondents are believed that they are

getting good customer services after portability. 9% respondents are believed that they are getting good

Desire Service Packs and 7& respondents are believed that they are getting rid from the problem of call

drops.

26%

17%

29%

12%

9%

7%

As you expected, which services are good

after portability?

Connectivity

Tariff Rates

Network Covarage

Customer Service


Call Drops

Q.14 How they (Past service provider) were trying to retain you?

Frequency Percent (%)

Called you back 94 84.0

Personal Inquiry 6 15.0

Total 100 100.0

Interpretation

As per the diagram we can see that 94% people got call of their past service provider when they applied

for Mobile Number Portability, 6% people had personal inquiry by their service providers.

As usual service providers does not have right to ask personal question to any person. But, some people

faced with it so they have marked on personal inquiry option.

Service providers always give a call to their customers and ask reasons for moving to other service

provider. This may helps them to improve their services and network.

94%

6%

How they (Past service provider) were

trying to retain you?

Called you back

Personal inquiry

Q.15 How long you have been used your previous connection?


0-6 Months 10 10.0

7-12 Months 39 39.0

1-2 Years 33 33.0

More than 2 years 18 18.0

Total 100 100.0

Interpretation

As per the diagram we can see that data of previous connection of the respondents.

There are 10% respondents who have been used 0-6 month their previous connection. There are 39%

respondents who have been used 7-12 month their previous connection. There are 33% respondents who

have been used 1-2 years their previous connection. There are 18% respondents who have been used more

than 2 years their previous connection.

10%

39%33%

18%

How long you have been used your previous

connection?

0-6 Months

7-12 Months

1-2 Years

More than 2 years

Q.16 From how long you are using new connection after portability?


0-6 Months 31 31.0

7-12 Months 35 35.0

1-2 Years 24 24.0

More than 2 years 10 10.0

Total 100 100.0

Interpretation

As per the diagram we can see that data of Current connection after portability.

There are 31% respondents who have been used 0-6 month their current connection after portability.

There are 35% respondents who have been used 7-12 month their current connection. There are 24%

respondents who have been used 1-2 years their current connection after portability. There are 10%

respondents who have been used more than 2 years their current connection after portability.

31%

35%

24%

10%

From how long you are using new

connection after portability?

0-6 Months

7-12 Months

1-2 Years

More than 2 years

Q.17 What type of benefits has been provided to you by your previous service provider to retain you

back?


Free Balance 31 31.0

Free Internet 30 30.0

Discount on Recharge/Bill 20 20.0

Various Schemes 19 19.0

Total 100 100.0

Interpretation

This pie chart shows that what kind of benefits has been provided to their customers to retain them back.

There are 31% respondents whose were offered by Free Balance, 30% respondents whose were offered by

Free Internet, 20% respondents whose were offered by Discount on Recharge/Bill Payment, 19%

respondents whose were offered by Various Schemes.

31%

30%

20%

19%

What type of benefits has been provided to you by your previous

service provider to retain you back?

Free Balance

Free Internet

Discount on Recharge/Bill

Various Schemes

Q.18 If suppose you haven’t gone for mobile number portability than what could be reason for it?



Tariff Rates 22 22.0

Call Drops 5 5.0



Desire Service Packs 19 19.0

Others 4 4.0

Total 100 100.0

Interpretation

In this chart we can see that data of respondents with the reason with if they haven’t gone for mobile

number portability than what could be reason for it…

There are 13% respondents whose reason was connectivity to stick their existing service provider. There

are 22% respondents whose reason was tariff rates to stick their existing service provider. There are 5%

respondents whose reason was call drops to stick their existing service provider. There are 25%

respondents whose reason was network coverage to stick their existing service provider. There are 12%

respondents whose reason was Customer Services to stick their existing service provider. There are 19%

respondents whose reason was Desire Service Packs to stick their existing service provider. There are 4%

respondents with no reason to stick their existing service provider.

13%

22%

5%

25%

12%

19%

4%

If suppose you haven’t gone for mobile number portability than

what could be reason for it?

Connectivity

Tariff Rates

Call Drops

Network Coverage

Customer Services


Others

STATEMENTS

Satisfaction with Current Service Provider


Strongly Satisfied 30 30.0

Satisfied 49 49.0

Neutral 4 4.0

Dissatisfied 11 11.0

Strongly Dissatisfied 6 6.0

Total 100 100.0

Interpretation

As per this histogram there are 30 respondents whose are strongly satisfied with current service provider.

There are 49 respondents whose are just satisfied with their current service provider. There are 4

respondents whose are neutral i.e. neither satisfied nor dissatisfied with current service provider. There

are 11 respondents whose Dissatisfied with their current service provider. There are 6 respondents whose

are Strongly Dissatisfied with current service provider.

0

5

10

15

20

25

30

35

40

45

50

Strongly

Satisfied

Satisfied Neutral Dissatisfied Strongly

Dissatisfied

30

49

4

11

6

Satisfaction

with Current

Service

Provider

Satisfied with your Past Service Provider

Frequency Percent


Satisfied 18 37.0

Neutral 31 48.0

Dissatisfied 26 1.0


Total 100 100.0

Interpretation

As per this histogram there are 6 respondents whose are strongly satisfied with past service provider.

There are 18 respondents whose are just satisfied with their past service provider. There are 31

respondents whose are neutral i.e. neither satisfied nor dissatisfied with their past service provider. There

are 26 respondents whose Dissatisfied with their past service provider. There are 21 respondents whose

are Strongly Dissatisfied with past service provider.

0

5

10

15

20

25

30

35

Strongly

Satisfied


Dissatisfied

6

18

31

26

21

Satisfied with your

Past Service

Provider

Services Provided by Current Service Provider (After MNP):

Connectivity:



Satisfied 37 37.0

Neutral 48 48.0

Dissatisfied 1 1.0


Total 100 100.0

Interpretation

In this histogram we can see that, there are 11 respondents are Strongly Satisfied with Connectivity,

whereas 37 respondents are Satisfied with Connectivity, there are 48 respondents whose are Neutral i.e.

Neither satisfied nor dissatisfied, there is 1 respondent who is dissatisfied with connectivity, there are 3

respondents whose are Strongly Dissatisfied with Connectivity

0

5

10

15

20

25

30

35

40

45

50

Strongly

Satisfied


Dissatisfied

11

37

48

1 3

Connectivity

Tariff Rates:



Satisfied 26 26.0

Neutral 14 14.0

Dissatisfied 2 2.0


Total 100 100.0

Interpretation

In this histogram we can see that, there are 57 respondents are Strongly Satisfied with Tariff Rates,

whereas 26 respondents are just Satisfied with Tariff Rates, there are 14 respondents whose are Neutral

i.e. Neither satisfied nor dissatisfied with Tariff Rates, there is 2 respondents are Dissatisfied with Tariff

Rates, there is 1 respondents whose are Strongly Dissatisfied with Tariff Rates.

0

10

20

30

40

50

60

Strongly

Satisfied


Dissatisfied

57

26

14

2 1

Tariff Rates

Call Drops:



Satisfied 23 23.0

Neutral 49 53.0



Total 100 100.0

Interpration

In this histogram we can see that, there are 5 respondents are Strongly Satisfied with Call Drops, whereas

23 respondents are just Satisfied with Call Drops, there are 49 respondents whose are Neutral i.e. Neither

satisfied nor dissatisfied with Call Drops, there is 19 respondents are Dissatisfied with Call Drops, there

are 4 respondents whose are Strongly Dissatisfied with Call Drops.

Call drop means because of technical problems of the network, voice of person can’t go to opposite side.

0

5

10

15

20

25

30

35

40

45

50

Strongly

Satisfied


Dissatisfied

5

23

49

19

4

Call Drops

Network Coverage:


Strongly Satisfied

19 19.0

V

a

l

i

d

Satisfied 41 41.0

Neutral 39 39.0

Dissatisfied 1 1.0


Total 100 100.0

Interpretation

In this histogram we can see that, there are 19 respondents are Strongly Satisfied with Network Coverage,

whereas 41 respondents are just Satisfied with Network Coverage, there are 39 respondents whose are

Neutral i.e. Neither satisfied nor dissatisfied with Network Coverage, there is 1 respondent who is

Dissatisfied with Network Coverage, there is 0 respondent whose Strongly Dissatisfied with Network

Coverage.

0

5

10

15

20

25

30

35

40

45

Strongly

Satisfied


Dissatisfied

19

4139

10

Network Coverage

Customer Service:



Satisfied 27 27.0

Neutral 22 22.0



Total 100 100.0

Interpretation

In this histogram we can see that, there are 40 respondents Strongly Satisfied with Customer Service,

whereas 27 respondents are just Satisfied with Customer Service, there are 22 respondents whose are

Neutral i.e. Neither satisfied nor dissatisfied with Customer Service, there are 10 respondents Dissatisfied

with Customer Service, there is 1 respondent whose Strongly Dissatisfied with Customer Service.

0

5

10

15

20

25

30

35

40

Strongly

Satisfied


Dissatisfied

40

27

22

10

1

Customer Service

Desire Service Packages:

Frequency Percent


Satisfied 39 39.0

Neutral 26 26.0

Dissatisfied 6 6.0


Total 100 100.0

Interpretation

In this histogram we can see that, there are 28 respondents Strongly Satisfied with Desire Service

Packages, whereas 39 respondents are just Satisfied with Desire Service Packages, there are 26

respondents whose are Neutral i.e. Neither satisfied nor dissatisfied with Desire Service Packages, there

are 6 respondents Dissatisfied with Desire Service Packages, there is 1 respondent whose Strongly

Dissatisfied with Desire Service Packages.

0

5

10

15

20

25

30

35

40

Strongly

Satisfied


Dissatisfied

28

39

26

6

1

Desire Service Packges

Internet Service:

Frequency Percent


Satisfied 41 9.0

Neutral 32 32.0

Dissatisfied 9 41.0


Total 100 100.0

Interpretation

In this histogram we can see that, there are 16 respondents Strongly Satisfied with Internet Service,

whereas 41 respondents are just Satisfied with Internet Service, there are 32 respondents whose are

Neutral i.e. Neither satisfied nor dissatisfied with Internet Service, there are 9 respondents Dissatisfied

with Internet Service, there are 2 respondents Strongly Dissatisfied with Internet Service.

0

5

10

15

20

25

30

35

40

45

Strongly

Satisfied


Dissatisfied

16

41

32

9

2

Internet Service

Services Provided by Past Service Provider (Before MNP):

Connectivity

Frequency Percent


Satisfied 7 31.0

Neutral 50 50.0

Dissatisfied 31 9.0


Total 100 100.0

Interpretation

In this histogram we can see that, there are 3 respondents are Strongly Satisfied with Connectivity,

whereas 7 respondents are Satisfied with Connectivity, there are 50 respondents whose are Neutral i.e.

Neither satisfied nor dissatisfied, there are 31 respondent whose dissatisfied with connectivity, there are 9

respondents whose are Strongly Dissatisfied with Connectivity.

0

5

10

15

20

25

30

35

40

45

50

Strongly

Satisfied


Dissatisfied

3

7

50

31

9

Connectivity

Tariff Rates

Frequency Percent


Satisfied 6 6.0

Neutral 24 24.0



Total 100 100.0

Interpretation

In this histogram we can see that, there are 2 respondents are Strongly Satisfied with Tariff Rates,

whereas 6 respondents are just Satisfied with Tariff Rates, there are 24 respondents whose are Neutral i.e.

Neither satisfied nor dissatisfied with Tariff Rates, there is 48 respondents are Dissatisfied with Tariff

Rates, there are 20 respondents whose are Strongly Dissatisfied with Tariff Rates.

0

5

10

15

20

25

30

35

40

45

50

Strongly

Satisfied


Dissatisfied

2

6

24

48

20

Tariff Rates

Call Drops



Satisfied 4 4.0

Neutral 28 28.0



Total 100 100.0

Interpretation

In this histogram we can see that, there is 1 respondent who Strongly Satisfied with Call Drops, whereas 4

respondents are just Satisfied with Call Drops, there are 28 respondents whose are Neutral i.e. Neither

satisfied nor dissatisfied with Call Drops, there is 40 respondents are Dissatisfied with Call Drops, there

are 27 respondents whose are Strongly Dissatisfied with Call Drops.

Call drop means because of technical problems of the network, voice of person can’t go to opposite side.

Here in this analysis Call Drops is taken as negatively, so this analysis shows dissatisfaction of customers.

0

5

10

15

20

25

30

35

40

Strongly

Satisfied


Dissatisfied

14

28

40

27

Call Drops

Network Coverage

Frequency Percent


Satisfied 6 6.0

Neutral 39 39.0



Total 100 100.0

Interpretation

In this histogram we can see that, there are 2 respondents are Strongly Satisfied with Network Coverage,

whereas 6 respondents are just Satisfied with Network Coverage, there are 39 respondents whose are

Neutral i.e. Neither satisfied nor dissatisfied with Network Coverage, 32 respondent who are Dissatisfied

with Network Coverage, there are 21 respondents whose Strongly Dissatisfied with Network Coverage.

0

5

10

15

20

25

30

35

40

Strongly

Satisfied


Dissatisfied

2

6

39

32

21

Network Coverage

Customer Service

Frequency Percent


Satisfied 12 12.0

Neutral 29 29.0



Total 100 100.0

Interpretation

In this histogram we can see that, there is only 1 respondent who is Strongly Satisfied with Customer

Service, whereas 12 respondents are just Satisfied with Customer Service, there are 29 respondents whose

are Neutral i.e. Neither satisfied nor dissatisfied with Customer Service, there are 42 respondents

Dissatisfied with Customer Service, there are 16 respondent whose Strongly Dissatisfied with Customer

Service.

0

5

10

15

20

25

30

35

40

45

Strongly

Satisfied


Dissatisfied

1

12

29

42

16

Customer Service

Desire Service Packages

Frequency Percent(%)


Satisfied 10 10.0

Neutral 25 25.0



Total 100 100.0

Interpretation

In this histogram we can see that, there are 2 respondents Strongly Satisfied with Desire Service

Packages, whereas 10 respondents are just Satisfied with Desire Service Packages, there are 25

respondents whose are Neutral i.e. Neither satisfied nor dissatisfied with Desire Service Packages, there

are 36 respondents Dissatisfied with Desire Service Packages, there are 27 respondents who’re Strongly

Dissatisfied with Desire Service Packages.

0

5

10

15

20

25

30

35

40

Strongly

Satisfied


Dissatisfied

2

10

25

36

27

Desire Service Packages

Internet Service

Frequency Percent(%)


Satisfied 5 5.0

Neutral 28 28.0



Total 100 100.0

Interpretation

In this histogram we can see that, there is 1 respondent who’s Strongly Satisfied with Internet Service,

whereas 5 respondents are just Satisfied with Internet Service, there are 28 respondents whose are Neutral

i.e. Neither satisfied nor dissatisfied with Internet Service, there are 40 respondents Dissatisfied with

Internet Service, there are 26 respondents Strongly Dissatisfied with Internet Service.

0

5

10

15

20

25

30

35

40

Strongly

Satisfied


Dissatisfied

15

28

40

26

Internet Service