Customer satisfaction towards mobile number portability in Haryana: A study with special reference to customers perception and problems

Manjeet Kaur


Mobile Number Portability (MNP) is the process by which, users can retain their existing number when they move from one service provider to another service provider within a same licensed service area. Customers don’t have to go through the trouble of informing all his friends and family that his number has changed because it remains same. MNP is implemented in different type of ways in all over the world. The European and international standard is for a cus­tomer wishing to port his or her number to contact the new pro­vider (Recipient) who will arrange necessary process with the old provider. This is also known as ‘Recipient-Led’ porting. The United Kingdom did not implement a ‘Recipient- Led’ system, where a customer wishing to port his or her number is required to contact the old provider to obtain a Porting Authorization Code (PAC) which he or she has to give to the Recipient (Yadav, 2013).Present study was carried out to know the customers’ satisfaction towards mobile number portability in three districts (Jind, Rohtak and Sirsa) of Haryana. Total 150 respondents were selected for the survey, 50 respondents from each districts and all of these belongs to the different age groups and different profession. Random sampling method was used for data collection. A structured questionnaire was prepared to analyze the response from different users about satisfaction towards mobile number portability process. Percentage, mean, mode, standard deviation, and chi-square test statistical techniques were used.

Keywords: Key words: Mobile number portability, satisfaction, service provider.

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