Uptake of mobile number portability in Kenya

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