| dc.description.abstract | Mobile Number Portability (MNP) presents the subscribers with freedom of changing network
providers without changing their mobile number. MNP is seen as a great opportunity which
could increase acquisition and to a greater extent encourage healthy and fair competition among
telephone operators and also promotes low call and interconnection rates. The purpose of this
study is to explore the implementation and success rate of MNP since launch. The study was
guided by the objectives; to explore the adoption of mobile number portability (MNP), to
identify factors influencing adoption of mobile number portability in Kenya and to investigate
technology implementation procedures adopted by CA. This research was executed through the
use of a statistical cross-sectional survey where the population of study consisted of all the 3
remaining MSPs in Kenya and primary data was collected using a self-administered structured
questionnaire. The data was analyzed using Statistical Package for Social Sciences (SPSS) and
content analysis was used to assist in summarizing the findings. Descriptive statistics and factor
analysis was used as a method of analyzing data. The study found competitive market practices,
consumer awareness on procedures, MNP porting cost, lack of porting information and regulator
reluctance in enforcing set rules were the main factors that may have led to low uptake of MNP
technology in Kenya. The study concludes that good customer care as perceived by subscribers
supersedes incentives such as cost reduction that would be enjoyed if customers switched.
Market instruments such as advertising, sales promotion and added services such as money
transfer were affecting the porting process adversely. The study recommends that the level of
awareness was relatively low and therefore there is need to increase awareness informing
subscribers of the benefits that would accrue to them and assurances should be given to
subscribers that porting does not result in loss of their current numbers but only a change of
service provider and this could alleviate fears of loss perceived by subscribers. The study suggest
that a further study to be carried on other factors affecting mobile number portability apart fromthe uptake of MNP covered in this study | |
