Final Report

TO STUDY CONSUMER PERCEPTION TOWARDS MOBILE NUMBER PORTABILITY SERVICES IN

DELHI AND NCR

A PROJECT STUDY SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF MASTERS OF BUSINESS ADMINISTRATION (M.B.A)

SUBMITTED BY:

GAZAL GANDHI

0391601306

UNDER THE GUIDANCE OF

Dr. PUJA KHATRI

SESSION: 2009-2011

UNIVERSITY SCHOOL OF MANAGEMENT STUDIES

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY, DELHI

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CONTENTS

S. No. Title Page No.

1 Acknowledgement 3

2 Introduction 4

3 Literature Review 17

4 Objectives 24

5 Research Methodology 25

6 Industry Profile 27

7 Findings and analysis 31

8 Conclusion 53

9 Recommendations 56

10 Bibliography 57

11 Annexure 58

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ACKNOWLEDGEMENT

Behind every achievement lies an unfathomable sea of gratitude to those who have extended their support and without whom it would never have come into existence. To them I lay the words of gratitude.

I would like to express our deepest sense of gratitude to my project guide Dr. Puja Khatri for her valuable guidance, inspiration and encouragement that I received from her throughout the project. My efforts in accomplishing this project are a result of constant motivation and valuable learning imparted by her.

Gazal Gandhi

Roll No-0391601306

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INTRODUCTIONMobile number portability means you can keep your existing mobile telephone number when you change your service provider.

Mobile Number Portability service provides you the facility to change your service operator without losing your current number. In 2010 MNP was arrived to few cities of the India, like "Haryana" but to security reasons government had not given the authority to launch it all over the India. After one year of consideration finally Indian Government has given the green signal to "mobile number portability" service.

Mobile number portability is simply keeping your mobile phone number when moving from your existing service provider to a new provider. It means you will use the services and features offered by your new provider and not take your existing service and its features with youThe study was a comparative study, done to know the customer’s perspective towards Mobile Number Portability System (MNPS)

Data were obtained through Survey method in Delhi and NCR. After the Study, it was found that, Customers are keen to use such a service, where customer can change service provider without changing mobile number. Introduction of MNPS will lead to number of advantages to the customers like low tariff, flexibility to change, good network and ore VAS. Major drawback of MNPS for customer will be relatively less as compared to that of service provider. Service providers do not seem to be happy size, if MNPS comes in to action. They will face problems like losing customer base, cut-throat competition, and financial loss and also they will have to upgrade their network.

Arrival of Mobile Number Portability may affect the business of various service providers. The service operators who is offering poor quality service to their customers may get affected by their rivals, who is providing much better service. so, the arrival of this service has changed the way of competition and now every service providers has challenge to provide better and uninterrupted service to satisfy their customers otherwise they got switched.

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Now, here apply forest rule (I know you all are aware of the forest rule or Jungle rule: stronger beat the weaker and weaker have to fight for their survival.), if you want to survive in the current market beat the competitor otherwise he may beat you and then you will not get another chance. So, be prepared to face the challenge.

HISTORY

The world’s first country to introduce MNP was Singapore in 1997, followed by theUK, Hong Kong and the Netherlands in 1999. As of 2003, a number of other countries.Especially in Europe, require MNP.

The Telecommunications Act of 1996 (TA 96) tore down most of the significant barriers to unfettered competition in telecommunications. However, the inability of end users to retain their telephone numbers when changing service providers or types could potentially dissuade consumers from making such a change, threatening to hinder industry competition and growth. Congress’ addition of Section 251 (b)(2) to TA 96 addressed this obstacle by defining number portability, requiring that all carriers deploy it, and setting deadlines for implementation. FCC Docket No. 95-116 (In the Matter of Telephone Number Portability) and subsequent FCC orders and reconsiderations reinforced Congress’ mandate and set the machinery in motion to implement number portability.

The actions of both Congress and the FCC enabled consumers and businesses to choose new providers, services, and locales while retaining their phone numbers, thereby fostering competition in the telecommunications industry.

To ensure standardization across platforms for all participants, the FCC instructed the North American Numbering Council (NANC) to determine which number portability method to employ. Several options were investigated. The location routing number (LRN) method was chosen because it appeared to be the most efficient and is now successfully implemented in the wire line environment. The NANC then created the Local Number Portability Working Group (LNPA-WG) and empowered it to select the appropriate technology, create standards, determine operational processes, and develop and implement a deployment strategy. To fulfill its responsibilities, the LNPA-WG was granted the authority to convene appropriate subcommittees as needed.

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NUMBER PORTABILITY

Mobile number portability (MNP) enables mobile telephone users to retain their mobile telephone numbers when changing from one mobile network operator to another.

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“Mobile Number Portability” means the facility which allows a subscriber to retain his mobile telephone number when he moves from one Access Provider to another irrespective of the mobile technology or from one cellular mobile technology to another of the same Access Provider;

Types

There are three types of number portability:

The government has defined and mandated three basic types of number portability: service provider portability (commonly referred to as Local Number Portability), location portability, and service portability. The three types may be combined to form variations on number portability services.

Service provider portability. Location portability. Service portability.

Service provider portability:

Service provider portability or Local Number Portability (the term Local Number Portability will continued to be used in referencing service provider portability), as defined in the Telecommunications Act of 1996, is the ability of end users to retain existing directory numbers at the same location as they change from one service provider to another.

Location portability:

Location portability, as defined in the FCC’s First Report and Order, Docket No. 95-116, released July 2, 1996, is the ability of users of telecommunications

services to retain existing directory numbers without impairment of quality,

convenience when moving from one physical location to another. In this case, a given telephone number could be associated with any network termination device, independent of location.

Service portability, as defined in the FCC’s First Report and Order, Docket No. 95-116, is the ability of users of telecommunications services to retain existing directory numbers without impairment of quality, reliability when switching from one service to another service provided by same carrier.

MOBILE NUMBER PORTABILITY PROCESS

All Cell phones have special codes. These codes identify the phone, the phone’s owner, & the service provider. Cell phones use high frequency radio signals to communicate with cell towers located throughout the calling area. These phones operate in the frequency range of 806-890 MHz.

India is the 8th nation in Asia to launch MNP.

Around 60 countries have already adopted MNP

The process works as follows –

A customer who has a mobile number connection active for three months (90 days) with Service Provider SP-A, wants to use new service from Service provider SP-B. She wants to retain her current mobile number.

She goes to the SP-B. Fills up forms, giving him enough details. Decides on date when to move into the new service. SP-B goes to the central agency. Either with one request or with bulk of them. Queries for the details. This process is known as “Dipping”. The customer can be charged for this. The dipping charge may not be more than Rs 19 per request per customer. This is because the service providers need to setup infrastructure, and incur some expenses for portability.

The central agency checks with the SP-A. This could include verifying whether the customer has paid all dues any completed pending commitments. The SP-A can also choose to check with customer to verify the authenticity of the request. However SP-A upon getting the instructions from Central agency need to finish the portability in one hour.

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Mobile Number Portability MNP Process

In case, the customer wants to cancel the request, she can do it within 24 hours from applying. In that case, she can’t reclaim the dipping charge.

Once into the new SP-B, the customer cann’t move out and retain the number at the same time for the next three months.

The entire process may take more than 2 days to a maximum of 4 days.

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Fig.1. MNP Process

How To Change Your Operator The procedure for MNP is as follows:

1. Send a message as  PORT <space> to 1900 [Toll Free].  Eg: PORT   9999999999    and send this message to 1900. 

2. You will receive a UPC Code in message. Note it down.

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3. Now goto the nearest Customer service center (or Retailers) of Network you want to shift. (for ex, if you are shifting from X toY network, Goto Y's Customer Center).

4. Fill the Form and pay Rs. 19. In the form You have to mention UPC Code ( From Step 2). Submit your Photo & Address Proof.

5. The customer center will give a new Empty sim.

6. With in 24 Hrs you will receive an Acceptance Message to Confirm the Porting (for your old sim). Then You have to Agree with that by replying to the Message.

7. In the next 24 hrs you will get another msg (for your old sim) to select a 2hrs time slot. In this time your number will not work because the porting process will be done at this time. So give a 2hrs time which is convenient for you.

8. After this 2hrs the new SIM (From Step 5) will work.

9. Insert the new SIM in your phone, now you are in the new network with old number.

Factors Influencing the success of number portability

Subscriber Awareness: Subscribers needs to be aware of Number Portability (NP), its advantages, and how to go about it

Simplicity: NP success mainly depends on the simplicity of the process. There could be many rules that the regulator may impose. For example, a number can’t be ported in the first 6 months of the subscription. Such forced conditions hamper the success of NP

Speed: Speed is one of the major factors that affect the success of NP. Service level agreements should be stringent enough to minimize the time taken to port the number to other network. Thisincreases the level of customer satisfaction

Cost factor: NP success also depends on the cost of porting the number. The lower the cost, the higher will be the rate of porting.The cost here

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refers to the amount that the subscribers need topay to port their number to some other service provider’s network.This all depends on the regulatory authority that decides who bears the cost of porting. For better success and market competition, it is recommended that the new service provider, who is getting the subscriber, bear the cost of porting.

TECHNICAL SOLUTIONS

1. Number Pooling

It is widely recognized that the current method of allocating NPA-NXXs in blocks of 10,000 is inefficient and contributing to shortages of numbering resources. In an effort to find a more efficient method of allocation, FCC had approved a National Number Pooling plan for network resource optimization. Number pooling is defined as the ability to share an NPA-NXX among several facilities-based carriers within the same rate center. The concept of pooling is based on the fact that whole blocks of telephone numbers, held by some service providers, are not assigned or in service. Pooling allows these currently unassigned blocks of numbers to be reassigned to other service providers in need of numbers, as they request and show need. With pooling, service providers can maintain a small supply of numbers for expected subscriber assignment.

2. Number Portability Database

The number portability database (NPDB) keeps track of the ported numbers and their respective service providers. The NPDB information is used to determine the correct terminating network for the calls and messages. The NPDB can be either centralized or distributed. In the centralized model, there exists a single reference database containing data for the numbers of all service providers. The reference database is frequently copied to service providers’ operational databases. In the distributed model there exist multiple databases, each containing subsets of the total data, e.g. only the numbers assigned to particular service provider.

3.Routing Mechanisms

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All Call Query would be the method that would be used to handle calls after MNP is implemented.All ported mobile numbers will be maintained in a “Local Number Portability Database”. Every Access Provider will be assigned a code called “Location Routing Number”. The MNP service provider will maintain a centralized database which would contain all the mobile numbers of the nation and their corresponding current Access Provider’s location routing number.

When a call is made, the dialer’s network which has access to the MNP service provider’s database will query the database to find the dialed number’s Access provider. Based on the information the call is progressed further. This solution is an expensive one but the authority feels that in long Term it would be a stable one. The setup time of each call, whether the dialed number is ported or not is increased and would be inefficient in case the porting volume turns out to be too low.

Fig2.Routing Mechanisms

In all call queries, the calls are routed directly from the originating network to the terminating mobile network, requiring the former to determine the appropriate network for a given number.

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In onward routing, the mobile network originally associated with the called number identifies the correct terminating mobile network and routes the call onward.

In call drop back, the mobile network originally associated with the called number identifies that the number is ported and releases the call back to the originating network together with information identifying the correct terminating network.

In the fourth alternative, query on release, the mobile network originally associated with the called number identifies that the number is ported and returns a message to the originating network indicating that the number is moved. The originating network then queries a database to obtain information identifying the correct terminating network.

NUMBER PORTABILITY CHALLENGES

As of now, the following things are not mentioned in the regulation. So, by all means, we can conclude these will not be supported either.

If the customer has extra services, like caller tune, GPRS, voice mail and others alike, then these services will be lost and need to be setup fresh again.

What for fixed lines? Local number portability include some thing as Standard Transfer, Like-for-Like Transfer. These are really challenging to setup and bill accordingly.

It is remained to see how number portability steers Indian mobile market. As of now, big service providers have always enjoyed their market presence, often boasting unlikely customer subscriptions and various other things. Mobile Number Portability will test big companies very badly.

BENEFITS OF MOBILE NUMBER PORTABILITY

As a user, you can leave one mobile network and go to another one, if you are not satisfied with the service. Your mobile number remains the same;

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you just change to a better mobile network that appeals to you. The customers also does not lose his/her old numbers and contacts.

Increased competition among network providers to retain customers. The competing network will try to induce the user to switch to them while the existing network will try to retain its customer base and keep you, the customer, happy by providing better options. Ultimately, it is the customer's decision whether he/she wants to port the number or not.

Expect more rate cuts, better services and other frills in the MNP environment.

MNP in India would lead to better quality services and a change in the in the attitude of the operators towards addressing grievance to retain subscribers. At the outset at least 15-20% would like to shift to alternate operators with attractive plans. There are some network operators who will plan to aquire high net worth individuals who earlier didn't want to switch to another operator as they didn’t want to change the number

Top   Three Benefits of Mobile Number Portability to   customers

1.MNP  gives best benefit to the customer, as they do not have to change their number, eliminating a great headache of communicating the new number to all his/her important contacts.

2.MNP will keep all the mobile network providers on an alert, your network provider will really treat the customer as a king.  You will get lightning response and great customer service from your existing mobile network providers.

3.You can find out the best deal from other network providers which sometimes can save lot of money the way you make calls.  Like for example: You might call frequently to Landlines, to other countries. If you find someone who provides a good service at a better rate can save lot of money, you can change to another Network provider without changing your number. Mostly businesses will get lot of benefits by switching over to another provider.

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Problems of Mobile Number Portability in India to users

While Mobile Number Portability is a great technology, it may cause a few problems to the users. They might be as follows:

The switching from one operator to another requires you to pay Rs. 19: Just like some say it, "Nothing comes for free". So you have to pay some charge to the new operator for using their service. It is expected that operators would ask you the maximum amount, Rs. 19 for changing to their service. While this is not certain, even the possibility of the same is a disadvantage.

You still have to follow the same old procedure of going to a shop, getting a new SIM and so on: If you thought that you would just send a SMS and you will change your operator which you are in the train, you are wrong. You still have to go to the shop and get a new SIM. So you cannot retain your old SIM (and all the phone numbers and messages stored in it). So we suggest, you get a habit of storing your contacts in your mobile phone memory instead, if you are going to use Mobile Number Portability service soon and again.

It takes time for the switch to take place : So if you want it to happen immediately, you cannot do it. Nothing is in your hands after you have started the process of changing the operator. One would have to wait for about 4 days for the switch to happen in the worst case. In the best case, it would still take about an hour.

Since it has not been made clear that when can a person use his new SIM card after applying to the new operator, it may cause problems to the users in some scenarios: Today you get a new SIM and start using the moment you buy it. This will not be possible since the new SIM you buy will not be active unless the number is transferred to the new operator, which may take time of the old operator is snail paced.

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We cannot use this service to change the operators across telecom circles : Say you are a student who is going outside the state (and possibly the telecom circle as well), then you cannot keep the same number in the new state. In simpler words, assume that if a person living in Karnataka is shifting to Madhya Pradesh wants to retain his number, he will not be able to.

Once you switch your service provider you cannot switch again for the next 90 days.  

You might loose balance on prepaid cards.   In case you make a platform shift you will have to change handsets . This

means if you decide to move from CDMA-to-GSM or vice-versa, you will also have to change your handset.

LITERATURE REVIEW

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HOW MOBILE NUMBER PORTABILITY WORKS IN INDIAThe much awaited MNP (Mobile Number Portability) finally launched on 20th Jan 2011 in India, empowering mobile phone consumers to change service provider conveniently.

Mobile Number Portability (MNP) allows the mobile subscribers to retain the existing mobile phone number when the subscriber switches from one access service provider (Operator) to another irrespective of mobile technology or from one technology to another of the same or any other access service provider, in a licensed service area.

The projected was started long back in India. The first mile stone came when The Telecom Regulatory Authority of India (TRAI) issued draft Regulations to facilitate Mobile Number Portability (MNP) implementation in India and submitted recommendations to DoT on 8th March 2006. The draft regulations lay down the business process for implementing mobile number portability.The Department of Telecom (DoT) had accepted TRAI’s recommendations on 10th December 2007. DoT had also accepted the suggestion of TRAI that a Steering Committee be formed under the aegis of TRAI, to deliberate upon various issues involved in the implementation of MNP in the country. Accordingly, the TRAI constituted a Steering Committee consisting of representatives from TEC, Service Providers and their Associations. Based on the report of the Steering Committee and deccision of the Authority, a draft “Request for Proposal” (RFP) was prepared and submitted to DoT for initiating the process for MNPO (Mobile Number Portability Operator). Subsequently, the DoT issued guidelines for MNP service license on 1st August 2008. The DoT guidelines envisaged geographical division of the country into the two Number Portability Zones (Zone 1 – North West & Zone 2 – South East), each consisting of 11 licensed service area.DoT issued the tender Document on 25th November 2008 for MNPO. Based on the selection parameters set in the guidelines for MNP service license, one MNP service licensee in each zone was selected. M/s Syniverse Technologies(I) Pvt. Ltd was granted license for operating in Zone-1 (North-West India) and M/s MNP Interconnection Telecom Solutions (I) Pvt. Ltd (Telcordia) was granted license for MNP Service Zone-2 (North-East India).Further, on 6th May 2009, DoT issued detailed instructions to all Access Provider/NLD/ILD licensees regarding provisioning of MNP.On 25th Nov 2010, MNP has been implemented in Haryana as a pilot LSA to

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observe implication of MNP on voice as well as non voice calls. Finally, 20th January 2011, MNP has been implemented across the India.

Customer is the gainer with mobile number portability

The mandatory scheme that requires telecom operators to allow customers to switch operators without giving up their numbers – called mobile number portability -- has had a positive impact with operators vying with one another to improve their service and retain customers.

Rahul Sharma, a 23-year-old student of the University of Delhi had planned to switch his telecom operator following network problems but gave his existing operator one last chance. Today the problem is rectified with a host of freebies and discounts.

This is one of the reasons why analysts say the number of people who have "ported" -- an industry jargon for those who have opted to switch providers while retaining their phone numbers -- is just 3.8 million since the pan-India scheme started Jan 20.This is not a big number considering some 771 million mobile phone connections in India.

"After the scheme, operators went on to improve their services in a huge way," said S.C. Khanna, secretary general of the Association of Unified Telecom Service Providers of India (Auspi), a industry lobby, speaking about the reason for poor porting numbers.

"By also offering attractive freebies and discounts to retain and attract customers, the customers have certainly gained in huge terms," Khanna told IANS, also explaining as to why the major campaigns by companies like Idea and Vodafone did not actually work.

The state-run Bharat Sanchar Nigam Ltd offered new pre-paid customers free talk time worth Rs.100 and post-paid customers got 50 percent rebate on their first bill. Bharti Airtel also launched its surprise campaign with free talk time, special rates and free SMS.

Though Idea Cellular did not announce any specific plan, it made its presence felt with round the clock with the catchy "No Idea, Get Idea!" campaign, which tried to show its superior service vis-a-vis others on issues such as call drop, customer care and inflated billing.

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Even though the market watchdog declined to give specific figure on which company gained or lost on the portability scheme, sources said Vodafone and Idea Cellular were the biggest gainers, while the state-owned BSNL lost the most subscribers.

MNP PRINCIPLE IN INDIA

Applicable only for Mobile Numbers

Number Portability is only applicable to Mobile Numbers not for the Fixed/Land Line Numbers

Applicable only in intra licensed area

A mobile subscriber can switch from one service provide to another within the same license area. Portability is applicable only in intra-circle; it is not applicable in inter-circle.

Applicable irrespective of Technology

Portability is Possible irrespective of Mobile Technology used by Service Provider. A mobile subscriber can change its operator from CDMA to GSM/UMTS and vice-versa.

LRN based routing

DoT has allocated 4 digits unique routing number called LRN (Location Routing Number) to all Mobile Operators for each circle to identify individual network. Post MNP calls (Voice/Non Voice) will be routed on the basis of LRN. Ported numbers are prefixed with a LRN identifying the new service provider for the number. So when MNP database receives a query for a given MSISDN, the data base will return the MSISDN prefixed with the LRN of the MNO to which it (MSISDN) belongs. MNP database always responds to a query with “LRN+B Number”. In case of Ported Number LRN belongs to new service provider and in case of Non – Ported Number LRN belongs to same service provider.

MNPDB query & Routing Method

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All call query and direct routing method has been chosen for the MNP in India. MNPDB contains all ported in and ported out numbers. Originating network performs MNPDB query for all originating calls and directly routes to Subscription network.

India Terminating International Calls/SMS

ILDOs/IGPs are responsible for MNP dip for the International calls and SMS terminating to Indian subscribers. ILDOs/IGPs supposed to be an originating network for the Indian terminating international calls/SMS. ILDOs/IGPs perform MNP dip and route calls/SMS directly to the subscription network.

MNP Zones and LSA (Circle)

Below tables represents LSAs and zones for MNP service.

MNP ZONES

S. No. ZONE 1 – Licensed Service Area

ZONE 2 – Licensed Service Area

1 Gujarat Andhra Pradesh

2 Haryana Assam

3 Himachal Pradesh Bihar

4 Jammu & Kashmir Karnataka

5 Maharashtra Kerala

6 Punjab Madhya Pradesh

7 Rajasthan North East

8 Uttar Pradesh (E) Orissa

9 Uttar Pradesh (W) Tamil Nadu including Chennai

10 Delhi West Bengal

11 Mumbai Kolkata

MNP IN INDIA AND ITS EFFECTS ON TELECOM BRANDS

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India is set to become the world’s largest mobile youth market passing China in 2011 with 281 million activations.  By 2012 mobile owning youth in India will outnumber the entire population of the United States.

Up until this year, mobile operators in India have enjoyed very minimal external threats, but in just a few months Mobile Number Portability (MNP) will be introduced into the market. MNP enables mobile subscribers to change their service providers or their location without having to change their existing phone numbers. If the subscribers are not satisfied with the services of their service provider, they can change their service provider while retaining the existing phone number. This infuses competition among service providers and forces them to improve their service standards to check subscriber churn.

MNP presents a number of new challenges and opportunities for marketers and brand managers to maintain and garner greater share of the youth market. One of the biggest challenges for the them will be to retain the existing customers. According to research from The Nielsen Company, close to one in five (18%) of Indian mobile customers said that they would change their operator if they have the ability to retain their number.  For some mobile services, this news might cause some concern: a quarter of customers of Reliance and Tata Indicom said that they would be keen to change if MNP becomes reality, while 19 percent of BSNL subscribers would do the same.. The Telecom Regulatory Authority of India (TRAI) itself has estimated the porting rate to be at 10% in the first 15 months and 7%, 6% and 5% for the successive three years. Until now, marketers adjusted their pricing strategies to cut out the competition. However, in the wake of MNP, pricing won’t be the deciding factor. Currently, there are brands who provide 1 paise a second plan, that’s barely a quarter of a cent. Secondly, Mobile companies will be forced to look at technology to retain a greater share of the market. However, the reality in India is that not many people have woken up to the smart phones consumption yet. So that will be another challenge.

It won’t be surprising if brands start following the UK model of phone contract systems, wherein a consumer is tied to a service provider for a certain period of time which reduces the risk of consumers switching between various brands. With the intensely competitive mobile phone market, service providers will

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have to constantly come up with more exciting offers and greater value-added features.

MNP IN INDIA –PROS AND CONS

Pros:

1)The Mobile Number Portability (MNP)allows you to retain your existing or old mobile phone number despite switching over to yet another service operator.You enjoy the advantage of retaining your old mobile phone number without unduly worrying about the burden of using or memorizing a new number.

2) Despite switching over to yet another service operator, there is no any additional burden of informing it to your relatives and friends.If you are a business man or a professional like a doctor or lawyer, your customers or clients can contact you with the same old mobile phone number. Hence, despite switching over to a new service provider, you retain your customers or clients intact.

3) You enjoy the benefits of better service from the new operator by retaining the same old mobile phone number wherever you go or reside. Again, each service provider offer some special services that cater to the needs of its bulk customers.You have the added advantage of availing such special services from a new operator by retaining your old mobile phone number using MNP facility.

4) MNP plays a significant role in reducing the fierce competition that prevails between the various service providers. In fact each service provider offers various schemes of tariff and facilities to retain their existing customers and to woo the customers from other service providers. But, by availing the facility of Mobile Number Portability, many subscribers voluntarily switch over from one service provider to another in quest of better service. Thus it ease the burden of better service providers from wooing many subscribers to their mobile phone service. In the result, each service provider will be heavily burdened with the task of providing a better mobile phone service than the other service providers.In other words each service provider will mainly focus his attention in providing the best service to his existing customers and retain them.

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5) The facility of Mobile Number Portability is a boon to the countries like India and China, where the mobile phone users are in millions and their density is very high.

However, there are some disadvantages in availing the MNP facility.

Cons:

1) By switching over to a new service provider, a mobile phone subscriber loses the special services and facilities offered by the previous or old service provider once and for all.

2) Despite retaining the same old mobile phone number through MNP facility,it takes time to acclimatize to the operating system and features of the new service provider.

3) In order to avail the MNP facility, you have to keep in touch with two service providers, the old and the new..It involves a number of technical feasibilities as well clerical formalities.

4) By availing the MNP facility, your mobile phone number loses it specific identity associated with a particular operator. Now it is not possible to predict exactly from where a subscriber avails his mobile phone service.

5) Since MNP is an advanced technical facility, it is offered at a comparatively high cost. Hence, a common man may have to pay more for it.

OBJECTIVES OF RESEARCH

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To study the consumer perspective towards mobile number portability services in Delhi and NCR.

To find out customer’s willingness to try out MNP services.

To study the benefits consumers get from MNP services and to find out the constraints restricting the usage of the same.

To analyze the accessibility of MNP services to the consumers.

To find out the ease in usability of MNP services by the consumers.

To find out the perspective of customers towards changing their mobile number.

To analyze the acceptability of MNP system among the consumers.

To study the impact of MNP on the Telecom sector from consumer’s perspective.

RESEARCH METHODOLOGYThe method used for data collection is Survey Research, which is Exploratory in

nature.Exploratory research can be performed using a literature search,

surveying certain people about their view.

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SAMOLING METHOD - Convenient Sampling Convenience sampling is a type of non probability sampling which involves the sample being drawn from that part of the population which is close to hand. That is, a sample population selected because it is readily available and convenient. It may be through meeting the person or including a person in the sample when one meets them or chosen by finding them through technological means such as the internet or through phone. The researcher using such a sample cannot scientifically make generalizations about the total population from this sample because it would not be representative enough.

POPULATION DEFINITION

The study was conducted in Delhi –NCR region. Sample size of 100 was taken for this research work. Survey w as done through structured questionnaire.

DATA COLLECTION PROCEDURE:

Primary Data - Primary data is information collected by the researcher or

person himself where as secondary data is collected by others but utilized or used by the researcher. Structured Questionnaires- A questionnaire is a

research instrument consisting of a series of questions and other prompts for the purpose of gathering information from respondents. Questionnaires have advantages over some other types of surveys in that they are cheap, do not require as much effort from the questioner as verbal or telephone surveys, and often have standardized answers that make it simple to compile data.

Secondary Data: Secondary data is data that has already been collected and

collated by somebody for some reason other than the current study. Relevant

data collected from.Literature review-Information regarding past studies,new

strategies were gathered from various Journals and Business Magazines and

text books and World Wide Web

SIGNIFICANCE OF RESEARCH

CUSTOMER CAN CHANGE THEIR MOBILE OPRATOR WITHOUT CHANGING MOBILE NUMBER.

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AFTER MNP MOBILE OPRATORS TRY TO GIVE BETTER SERVICES TO THE CUSTOMER

MOBILE NUMBER PORTABLITY TO INCREASE THE COMPETITION AMONGS THE MOBILE OPRATORS

AFTER .MOBILE NUMBER PARTABLITY CUSTOMER GETS THE MANY SERVICES IN FREE OF COST

LIMITATIONS OF STUDY

Many mobile users have not yet used Number Portability so administering questionnaire was a difficult.

Lack of resources like time, mode of transportation to conduct survey.

The possibility of biased responses can’t be ruled out.

Lack of interest of respondents.

Sample taken was small.

INDUSTRY ANALYSIS

An Overview of the Telecommunication Industry in India

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Talking of telecommunications sector in India today, we can primarily identify two segments namely Fixed Service Provider (FSPs) and Cellular Services. Some of the essential and basic telecom services forming part of Indian telecom industry include telephone, radio, television and Internet.

Telecom industry in the country lays a special emphasis on some of the advanced and the latest technical innovations like GSM( Global System for Mobile Communications), CDMA(Code Division Multiple Access), PMRTS(Public Mobile Radio Trunking Services), Fixed Line and WLL(Wireless Local Loop ). Especially, India has a flourishing market in GSM mobile service, while the number of subscribers is on rapid and dramatic increase. The Indian telecommunications industry boasts as being one among the most rapidly growing chunks on the globe. Experts around the world estimate that India holds the promise of emerging as the second largest telecom market of the world.

Figures published by the Telecom Regulatory Authority of India (TRAI), reveal that the number of telecom connection subscribers in India reached 562.21 million in December 2009, marking a 3.5 percent increase over the number 543.20 million reported in November 2009. This figure indicates that the average teledensity (number of telephones per 100 persons) has gone up to 47.89.

BSNL, the state-managed telecom operator has introduced 3G services in more than 318 cities benefitting 856,000 subscribers. BSNL has been venturing to cross more than 400 cities in the near future eventually rolling this service across 760 cities by September 2010. While the debate on 3G is seen continuing, TRAI has already started consulting on the next higher level of telecom services. 4G or the fourth generation enables downloads faster than all the earlier versions.

Today, India is the largest market in the world adding up a dramatic number of about 20 million mobile subscriber lines every month in an average. On the other hand, the number of landlines is found gradually decreasing. At the end of the first quarter in 2010, we find that the overall telecom subscriber penetration has gone up by more than 52 %. Though this might occur as a relatively low volume compared with a number of other nations, this comes as a quantum leap noting the figures recorded a few years back. Mumbai and Delhi (NCR) enjoy

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the status among a few other metro areas around the globe boasting of more than 25 m mobile subscribers in each of these regions.

At present, The FDI cap in the telecom sector in India is 74 %. In a recent move, UK’s Vodafone Group has purchased a 52 % stake in Vodafoneison Essar, the fourth largest mobile service provider in the country. Bharti Airtel has the credit of being the first Indian operator to cross a subscriber base of 50 million.

It is predicted that mobile number portability (MNP) will be available throughout India by the second quarter of 2010, initially in the cities of Chennai, Delhi, Kolkata and Mumbai, the four metros of India. Also, 3G (third generation) mobile services are found being introduced in all the major cities across the nation. The country has auctioned three 3G spectrum slots to private bidders. However, the number of subscribers for broadband connections is increasing at a slow pace.

Indian Telecom sector, like any other industrial sector in the country, has gone through many phases of growth and diversification. Starting from telegraphic and telephonic systems in the 19th century, the field of telephonic communication has now expanded to make use of advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile phones. Day by day, both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers.

The Indian telecom sector can be broadly classified into Fixed Line Telephonyand mobile telephony. The major players of the telecom sector are experiencing a fierce competition in both the segments. The major players like BSNL, MTNL, VSNL in the fixed line and Airtel, Vodafone, Idea, Tata, Reliance in the mobile segment are coming up with new tariffs and discount schemes to gain the competitive advantage.

The Public Players and the Private Players share the fixed line and the mobile segments. Currently the Public Players have more than 60% of the market share. Both fixed line and mobile segments serve the basic needs of local calls, long

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distance calls and the international calls, with the provision of broadband services in the fixed line segment and GPRS in the mobile arena. Traditional telephones have been replaced by the codeless and the wireless instruments. Mobile phone providers have also come up with GPRS-enabled multimedia messaging, Internet surfing, and mobile-commerce. The much-awaited 3G mobile technology is soon going to enter the Indian telecom market. The GSM, CDMA, WLL service providers are all upgrading themselves to provide 3G mobile services.

Market shares of public and Private Players

The leading cellular service providers have the following number of subscribers:

Service Provider No. of CDMA Subscribers No. of GSM Subscribers

Reliance 2.75 crores 38.76 lakhs

Tata 1.07 crores

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Airtel 3.37 crores

MTNL 24.98 lakhs

BSNL 2.44 crores

Vodafone 2.44 crores

Idea 1.3 crores

Spice 25.56 lakhs

BPL 10.62 lakhs

Aircel 48 lakhs

Bharti Airtel maintained its leadership position, with a subscriber market share of 22.4% (GSM+CDMA combined) as on February 2010. The top 3 positions were maintained, but Tata Tele services scaled up to topple BSNL for the fifth position, registering the largest market share increase of 240bp YTD (April-February 2010), helped by its new network rollouts in multiple circles, and aggressive pricing and marketing for its GSM launch under the 'DoCoMo' brand. New entrants Uninor and Sistema marked their entry by cornering a 0.6% share each, eating a respectable portion of the incremental subscriber addition. Going forward, the leaders are likely to see a decline in their market shares, as the number of participants per circle would double from the 5- 6

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currently to 10-14 in the next few months.

FINDINGS AND ANALYSISSAMPLE PROFILE

1. AGE-Majority of the sample was from age group 15 to 25 years.41% of people belonged to age group of 25 to 35 years.

AGE

Frequency Percent

Valid Percent

Cumulative Percent

Valid 15-25 51 51.0 51.0 51.0

25-35 41 41.0 41.0 92.0

35-45 8 8.0 8.0 100.0

Total 100 100.0 100.0

2. GENDER-There was a majority of the sample were male consumers.

GENDER

Frequency Percent

Valid Percent

Cumulative Percent

Valid male 53 53.0 53.0 53.0

female 47 47.0 47.0 100.0

Total 100 100.0 100.0

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3. OCCUPATION-Majority was people were either students or salaried.

OCCUPATION

Frequency Percent

Valid Percent

Cumulative Percent

Valid

student 35 35.0 35.0 35.0

professional

26 26.0 26.0 61.0

salaried 34 34.0 34.0 95.0

self-employed

4 4.0 4.0 99.0

other 1 1.0 1.0 100.0

Total 100 100.0 100.0

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4. INCOME-40% of sample belonged to >Rs.25,000 income group and 38% belonged to <Rs.15,000 group.

4. RESIDENTIAL AREA5. 26% people were from NCR region and 74% were from Delhi.

6. MODE OF MOBILE CONNECTION-64% of sample had pre-paid mode of mobile connection.

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7. SERVICE PROVIDER-Maximum number of connections were of Vodafone, then idea followed by Airtel.

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S.PROVIDER

Frequency Percent

Valid Percent

Cumulative Percent

Valid AIRTEL 17 17.0 17.0 17.0

VODAFONE

27 27.0 27.0 44.0

MTNL 10 10.0 10.0 54.0

AIRCEL 5 5.0 5.0 59.0

RELIANCE 12 12.0 12.0 71.0

TATA DOCOMO

3 3.0 3.0 74.0

IDEA 26 26.0 26.0 100.0

Total 100 100.0 100.0

8. MONTHLY SPENDING-41% of sample belonged to medium group in terms of their monthly expenditure on their mobile connection.

DESCRIPTIVE ANALYSIS done using SPSS.

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Descriptive Statistics

NMinimu

mMaximu

m MeanStd.

Deviation

Q1 100 4.00 5.00 4.5600 .49889

Q14 100 2.00 5.00 3.8300 .96457

Q13 100 1.00 5.00 3.8200 1.14926

Q28 100 1.00 5.00 3.8000 1.18065

Q11 100 1.00 5.00 3.8000 1.02494

Q10 100 1.00 5.00 3.7800 .91652

Q12 100 1.00 44.00 3.7100 4.24334

Q23 100 1.00 5.00 3.6900 1.20349

Q5 100 1.00 5.00 3.6800 1.30175

Q20a 100 1.00 5.00 3.6800 1.50340

Q24 100 1.00 5.00 3.6400 1.25142

Q21 100 1.00 5.00 3.5800 1.24056

Q15 100 1.00 5.00 3.5700 1.24117

Q25 100 1.00 5.00 3.5700 1.16563

Q19 100 1.00 5.00 3.5000 1.22680

Q18 100 1.00 5.00 3.4900 1.13258

Q17 100 1.00 5.00 3.4900 1.32950

Q2a 100 1.00 11.00 3.4500 1.68400

Q22 100 1.00 5.00 3.4200 1.36463

Q30 100 1.00 5.00 3.3000 1.43196

Q9a 100 1.00 5.00 3.1300 1.61217

Q16 100 1.00 5.00 3.0100 1.52086

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Q29 100 1.00 5.00 2.9300 1.49919

Q4 100 1.00 5.00 2.9300 1.46512

Q8b 100 1.00 5.00 2.8900 1.76323

Q3 100 1.00 5.00 2.8700 1.44708

Q9d 100 1.00 5.00 2.8500 1.63531

Q20e 100 1.00 5.00 2.7700 1.77443

Q8c 100 1.00 5.00 2.7500 1.72548

Q2b 100 1.00 5.00 2.7400 1.59304

Q7 100 1.00 5.00 2.6600 1.37231

Q6d 100 1.00 5.00 2.6100 1.65080

Q6a 100 1.00 5.00 2.6100 1.61992

Q6c 100 1.00 5.00 2.5600 1.63497

Q26 100 1.00 5.00 2.5200 1.31410

Q27 100 1.00 5.00 2.4200 1.19070

Q20b 100 1.00 5.00 2.4100 1.62739

Q6b 100 1.00 5.00 2.4000 1.65145

Q8d 100 1.00 5.00 2.2900 1.64098

Q9b 100 1.00 5.00 2.1600 1.46832

Q2c 100 1.00 5.00 2.0500 1.47966

Q2d 100 1.00 5.00 1.9300 1.43727

Q8a 100 1.00 5.00 1.8100 1.41203

Q6f 100 1.00 5.00 1.7600 1.36419

Q6e 100 1.00 5.00 1.7300 1.27013

Q9c 100 1.00 5.00 1.5200 1.14133

Q2f 100 1.00 5.00 1.3600 .99005

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Q2e 100 1.00 4.00 1.3500 .95743

Q20d 100 1.00 5.00 1.3400 .90140

Q20c 100 1.00 4.00 1.2700 .81470

Valid N (listwise)

100

Q1. I am aware of Mobile number portability

100% of sample were aware of mobile number portability.

Q2. I got to know about MNP from-

A. ADVERTISEMENT

B. NEWSPAPER

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C. INTERNET

D. FRIENDS

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E. VENDORS

F.OTHERS

About 65% of sample got to know about MNP from advertisements,41% from newspapers,26% from internet,24% from their friends,11% from vendors and 11% from other sources. Q3. I desire to change my mobile connection.

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46% of the sample wanted to change their mobile connection and same number of people had no desire to change their mobile connection.

Q4. I am willing to switch my mobile connection since MNP has been implemented.

49% of people agreed that they would like to change their connection because of MNP services available now whereas 44% disagreed to this statement.

Q5. I am keen to use mobile number portability facility.

73% of people were keen to use MNP facility whereas 18% were not interested.

Q6. I am keen to use mobile number portability facility because-

A. To get better services

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B. To get more value added services

C. Dissatisfied with current connection

D. To get same connection as of my friends

E. Low switching cost

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F. As its much promoted

41% were keen to use MNP because they want to get better services and 38% to get more VAS,whereas 41% were dissatisfied with their connection and 42% as they wanted to get same connection as of their friends.Very low about 19% people thought to use MNP because of low switching cost or due to high promotion.

Q7. I am aware of the procedure to be followed for MNP while switching connections.

Only 38% people were aware of the procedure to be followed for MNP and 45% didn’t know about it.

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Q8. Using MNP facility is advantageous to me because-

A. Low tariffs

B. Flexibility in switching mobile networks

C. Improved network

D. More value added services

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53% people thought MNP is advantageous as it gives flexibility to switch connections whereas 49% because it will lead to improved network services,37% due to more VAS and 23% as it gives low tariff .

Q9. According to me constraints restricting usage of MNP are-

A. Time for switching

B. Network problem with some handsets

C. Difficult to identify caller’s services

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D. Balance is not transferred to new connection.

57% people felt that time for switching is constraint restricting usage of MNP services and 51% because of the balance is not transferred to new connection followed by 31% as of network problems with some handsets but only 11% felt that difficulty in identifying caller’s service could be a constraint.

Q10. MNP is easily accessible from your nearest service vendor.

68% of people felt that MNP is easily accessible from your nearest service vendor where as only 10% opposed it.

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Q11. MNP implementation is not very complicated.

63% people thought MNP implementation is not very complicated but 12% feel its complicated.

Q12. All my queries regarding MNP is easily responded.

49% people agreed that all their queries regarding MNP is easily responded whereas 26% disagreed.

Q13. I feel changing phone numbers is very problematic.

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66% felt that changing phone numbers is very problematic whereas 12% disagreed.

Q14. I feel customers don’t need to put much efforts to try out MNP

66% felt that they don’t need to put much efforts to try out MNP whereas 34% disagreed.

Q15. MNP is useful facility for those who tend to change connections frequently.

60% people felt that MNP is useful facility for those who tend to change connections frequently whereas 20% disagreed.

Q16. People identify with their service provider.

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45% people identify with their service provider whereas 43% don’t.

Q17. I understand the functioning and use of MNP very clearly.

57% of people understand the functioning and use of MNP very clearly but 25% don’t.

Q18. I am satisfied with MNP system.

54% of people are satisfied with MNP system whereas only 19% are not satisfied.

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Q19. MNP is very much acceptable to Indian customers.

53% of people agree that MNP is very much acceptable to Indian customers whereas only 19% disagreed to it.

Q20. MNP is acceptable to Indian customers because-A. Changing number to switch connection is problematic

B. Customers will get better services

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C. Monopoly of big brands will decline.

D. Low tariffs

E. As it gives flexibility to choose network according to our convenience

76% people think MNP is acceptable to Indian customers becausechanging number to switch connection is problematic, 42% felt it so as customers will get better services,49% as it gives flexibility to choose network according to our convenience whereas 91% disagreed that to reason that MNP will decrease the monopoly of big brands and 92% felt that it cant be because of the low tariffs.

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Q21. I think customers will get better services because of MNP.

61% agreed that customers will get better services because of MNPwhereas 17% disagreed.

Q22. I think MNP will increase the ambiguity in services rendered by the companies.

59% agreed that MNP will increase the ambiguity in services rendered by the companies whereas 23% disagreed.

Q23. I think MNP will increase the customer benefit centric competition.

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65% people agreed that MNP will increase the customer benefit centric competition whereas 15% disagreed.

Q24. I think MNP will intensify competition among the service providers.

62% agreed that MNP will intensify competition among the service providers whereas 17% disagreed.

Q25. MNP would prove to be useful in Indian telecom market.

58% agreed that MNP would prove to be useful in Indian telecom market whereas 16% disagreed.

Q26. MNP will unnecessarily complicate the Indian telecom market.

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52% people disagreed that MNP will unnecessarily complicate the Indian telecom market whereas 25% agreed to it.

Q27. MNP is much hype concept.

58% people disagreed that MNP is much hype concept whereas 20% agreed to it.

Q28. There is strong preference for numbers among Indian customers

66% people agreed that there is strong preference for numbers among Indian customers whereas 13% disagreed.

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Q29. Indian customers are loyal to their service provider.

45% people disagreed that Indian customers are loyal to their service provider whereas 40% agreed to it.

Q30. MNP will lead to decrease in sale of new SIM cards.

52% people agreed that MNP will lead to decrease in sale of new SIM cards whereas 28% disagreed to it.

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CONCLUSION There is absolute awareness about MNP facility among the

population of Delhi NCR region. The credit goes to the efforts made by the TRAI and the promotional strategies of the companies of the telecom sector.

Advertisements on Television and Newspaper are popular sources among the people of Delhi NCR to give information about MNP services.

As per survey we found there are some people who desire to change their connection that is about 46% even if they have to change their mobile number and about 49% are ready to change their connection only because of MNP services as they want to

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retain their number. Therefore there is enough opportunity in the market for the players to gain from MNP services.

Majority of the population 73% are keen to use MNP services. So, there is great demand among the consumers to retain their number and switch to another connection mainly because they are dissatisfied with their current network and they want to get better services and more of VAS. To get same network as of their friends is also a major factor.

Many people about 45% of them are not aware of MNP procedure so, there is need to increase awareness among consumers in this regard.

Majority of the people thought MNP is advantageous because it gives them flexibility to switch network without changing their number as well as it will improve network as well as value added services.

Majority of people thought that time for switching connection and the non transferability of previous balance are major constraints restricting the usage of MNP services.

Majority of people agreed that MNP facility is easily accessible to consumers from nearest vendor and its implementation is not complicated. The consumer don’t need to put in much efforts and all their queries regarding MNP are solved. The credit for this goes to CRM department of the telecom companies.

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Majority of people feel changing their mobile number is problematic therefore MNP is an useful service to the consumers.

Majority of people are not loyal to their service provider and not identify with it but 40% of the people are brand loyal and new telecom companies need to attract them to gain by MNP system.

Majority of consumers 54% are satisfied with the MNP system therefore MNP is a success.

Majority of the Delhi NCR population feels MNP will be acceptable to Indian customers as changing number is problematic and it will lead to better services and it gives consumer’s great amount of flexibility to change connection according to their convenience.

Majority of consumer’s feel that MNP will have great impact on the telecom sector as –

1. It will intensify completion among service providers-62%2. It will lead to better services to the consumers-61%3. It will increase the customer benfit centric competition-65%4. It will increase the ambiguity in the services rendered by the

companies-59% 5. It will lead to decrease in the sale of new SIM cards-52%

Majority of people about 58% think that MNP will be useful in the Indian telecom market. So, there positive perception among consumers about MNP and they consider it to be beneficial service.

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Majority of people 58% feel that MNP is not a hype concept and very much make relevance to the consumers and it will not unnecessarily complicate the market instead gives them advantages of better services and power to choose any network they like without changing their number which they earlier considered a constraint for changing their network.

RECOMMENDATIONS

Number portability removes the most important barrier to increased competition in the telecommunications sector. As such, it brings challenges and opportunities for old and new telecommunications providers.

To be successful in the competitive telecommunications environment, carriers have to carefully analyze their network and administrative infrastructures, select the best number portability solution for their needs and exploit the benefits of increased customer choice that MNP provides.

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To be successful in the competitive telecommunications environment, carriers have to carefully analyze their network and administrative infrastructures, select the best MNP solution for their needs and exploit the benefits of increased customer choice that MNP provides.

New players in the telecom sector can utilize the opportunity provided by the MNP to attract the consumers who are loyal to big brands by providing better services and more VAS.

Telecom sector companies needs to increase awareness about MNP procedure as majority of people are keen to use this facility so there’s great scope to gain through this service.

Telecom sector companies needs to increase their promotion and marketing methods as MNP will increase competition and will make customers king of the market as it will lead consumer benefit centric competition and consumers are aware of this.

BIBLIOGRAPHY

Reference:

[1] Aoki, R. and J. Small (1999), The economics of number portability: Switching costs and two-part tariffs, working paper, University of Auckland.

[2] INTUG (2003), Mobile Number Portability ,International Telecommunications.

User Group (INTUG): [www.intug.net/mnp].

[3] Numpac Oy2004Company web-site. Available at: http://www.numpac.fi

[4] Consultation Paper on Mobile Number Portability, Consultation Paper No. 7/2005, Telecom Regulatory Authority of India, New Delhi: July 22, 2005.

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[5] T. Smura, Mobile Number Portability: Case Finland, http://keskus.hut /opetus/ s38042/s04/Presentations/06102004_Smura/Smura_paper.pdf.Stat. 56 (1996). http://www.fcc.gov/telecom.html

WEBSITE LINKS

http://www.learntelecom.com/telephony/mnp/how-mobile-number- portability-works-in-india

http://articles.economictimes.indiatimes.com/ keyword/mobile-number-portability

http://www.mnp-india.com/blogs/userblog/67 http://thebrandbook.wordpress.com/2010/09/25/mobile-number-portability-

in-india-and-its-effects-on-telecom-brands/ http://factoidz.com/mnp -in- india-pros -and- cons

ANNEXURE

QUESTIONNAIRE ON MOBILE NUMBER PORTABILITY (MNP).Hi, I am undertaking survey on MNP .Please spare few minutes and fill it up. Questionnaire consists of 3 parts. All three of them need to be filled.

SECTION 1-PERSONAL DETAILS

1. NAME-

2. AGE-

15-25

61

25-35 35-45 45 above

3. GENDER-

Male Female

4. OCCUPATION-

Student Professional Salaried Self-employed Other-

5. RESIDENTIAL AREA-

a. DELHI- north south east west central

b. NCR- Gurgaon Ghaziabad Faridabad Noida

6. INCOME-

<Rs.15,000 Rs.15,000-25,000 >Rs.25,000

SECTION 2-

1. Do you have a mobile connection?

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Yes No

2. Which mobile connection do you own? Airtel Vodafone MTNL Aircel Reliance Tata Docomo Idea Others

3. What is the mode of your mobile connection? Pre-paid Post-paid

4. How would you describe your monthly spending on your mobile connection?

High Medium Low

SECTION 3- Rate your level of agreement with the following statements on the given grid.

S.no Statements Strongly Disagree

Disagree Neutral Agree Strongly Agree

1 I am aware of Mobile number portability.

2 I got to know about MNP from-

a Advertisements

b Newspaper

c Internet

d Friends

e Vendor

f Others

3 I desire to change my mobile connection.

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4 I am willing to switch my mobile connection since MNP has been implemented.

5 I am keen to use mobile number portability facility.

6. I am keen to use MNP because

a To get better services

b To get more value added services

c Dissatisfied with current connection

d To get same connection as of my friends

e Low switching cost

f As its much promoted

7. I am aware of the procedure to be followed for MNP while switching connections.

8. Using MNP facility is advantageous to me because-

a Low tariffs

b Flexibility in switching mobile networks (P.T.O)

c Improved network

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d More value added services

9. According to me constraints restricting usage of MNP are-

a Time for switching

b Network problem with some handsets

c Difficult to identify caller’s services

d Balance is not transferred to new connection.

10. MNP is easily accessible from your nearest service vendor.

11. MNP implementation is not very complicated.

12. All my queries regarding MNP is easily responded.

13. I feel changing phone numbers is very problematic.

14. I feel customers don’t need to put much efforts to try out MNP.

15. MNP is useful facility for those who tend to change connections frequently.

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16. People identify with their service provider.

17. I understand the functioning and use of MNP very clearly.

18. I am satisfied with MNP system.

19. MNP is very much acceptable to Indian customers.

20. MNP is acceptable to Indian customers because-

a Changing number to switch connection is problematic

b Customers will get better services

c Monopoly of big brands will decline

d Low tariffs

e As it gives flexibility to choose network according to our convenience

21. I think customers will get better services because of MNP.

22. I think MNP will increase the

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ambiguity in services rendered by the companies.

23. I think MNP will increase the customer benefit centric competition.

24. I think MNP will intensify competition among the service providers.

25. MNP would prove to be useful in indian telecom market.

26. MNP will unnecessarily complicate the Indian telecom market.

27. MNP is much hype concept.

28. There is strong preference for numbers among Indian customers

29. Indian customers are loyal to their service provider.

30. MNP will lead to decrease in sale of new SIM cards.

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