I. INTRODUCTION OBJECTIVES OF THE STUDY RESEARCH METHODOLOGY

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1 ISSN: (Online) (RHIMRJ) Research Paper Available online at: A study on Telecom Subscribers Perceptions towards Mobile Number Portability (MNP) in Mehsana District of Gujarat Dhaval Patel, Research Scholar, Department of Management, Rai University, Ahmedabad, Gujarat (India) Abstract: This research study is undertaken with the aim of examining the telecom subscribers perceptions towards Mobile Number Portability (MNP) in the District of Mehsana of Gujarat State. To carry out this research study total 150 telecom subscribers (respondents) were selected from the district and all the subscribers (respondents) were distinct in Age Group & also having different business or profession. With a view to collect the data from the subscribers (respondents), random sampling technique is used. To understand the subscribers perceptions & to analyze the subscribers response regarding MNP process, a well structured questionnaire was designed. As far as the statistical techniques are concerned, mean, standard deviation, mode, percentage & square test were used. Keywords: MNP, Subscriber, Telecom, Perceptions, Questionnaire, square Test. I. INTRODUCTION India is the second largest telecom market after China. India is the 8th country in Asia to adopt MNP Process. Mobile Number Portability (MNP) is the process of selecting desired telecom service operator by considering the value of money. Universally, the introduction of MNP in the market has witnessed a kind of blend response from the subscribers. MNP allows the subscribers to change service provider without changing the existing mobile number. It has attracted millions of existing subscribers towards schemes, offers & better services of other service provider. It is cost effective & convenient process for the subscribers. In present scenario, the MNP process has enhanced the level of competition among the existing subscribers. MNP was introduced in Singapore in 1997, first time and later on it was introduced in UK, & Hongkong. The MNP process was launched in India in 2011 by Prime Minister Dr. Manmohan Singh. Till date millions of subscribers have already experienced this process. MNP process takes maximum of 7 days but time may differ service provider to service provider. The subscribers have to pay all dues with existing service provider before applying for MNP with other service providers. During this process if subscribers opt for other subscribers then he/she has to lose all the offers, schemes, and data with previous service provider. MNP has not only encouraged the subscribers but also enable service providers to improve their services accordingly. With the introduction of MNP in India, service providers have improved their service like schemes, offers, network coverage, and customer care services. II. OBJECTIVES OF THE STUDY 1. To understand the perceptions of mobile phone subscribers towards MNP 2. To identify the awareness level of the respondents regarding MNP 3. To examine the difficulties faced by Mobile phone subscribers during services. III. RESEARCH METHODOLOGY i. Research Design: In this research study exploratory cum descriptive research design is used. ii. Data Collection Methods: In this research study both primary and secondary data source are used. To collect the primary data a structured questionnaire was designed. Journal, books, periodicals, articles, review articles, web resources are used for the purpose of collecting secondary data. iii. Statistical tools & Methods: Percentage, Mean, Standard, and Mode & square test is used. 2015, RHIMRJ, All Rights Reserved Page 1 of 5 ISSN: (Online)

2 IV. ANALYSIS OF DATA & INTERPRETATIONS Table-1 Demographics of the subscriber (respondent) Gender No. of Subscribers (Respondents) Percentage Male 90 60% Female 60 40% Age of the Respondent No. of Subscribers (Respondents) Percentage Below 20 Years 54 36% Years % Years 18 12% Above 30 Years 2 1.3% Occupation of the Respondent No. of Subscribers (Respondents) Percentage Students % Businessmen 9 6% Employees % Agriculture 15 10% Monthly Income No. of Subscribers (Respondents) Percentage Below 5, % 5,000-15, % 15,000-25, % Above 25, % Source: Primary Data Table-2 Satisfaction of the subscribers with existing mobile operator Yes No Total Mode S.D. df-1 No. of Resp * Percentage 86.7% 13.3% 100% At.05 significance level. The above table-2 shows the satisfaction level of subscribers with existing telecom service providers. From the total respondents 130 are satisfied with existing service provider & rest 20 subscribers are not satisfied with existing telecom service providers. Descriptive study reveals that mode is 1 and Standard is 0.34 for existing service providers. There is no much difference (since p=0.00<0.05) about the subscribers perceptions towards the satisfaction with existing mobile service providers. Hence, the hypothesis is rejected that subscribers are satisfied with existing mobile service provider. Service Providers Table-3 Existing subscribers (respondents) of various telecom service providers Standard Yes No Total Mode df=1 Idea * Airtel * Vodafone * BSNL * Reliance * Tata * Docomo Uninor * Any Other * level is 0.05* 2015, RHIMRJ, All Rights Reserved Page 2 of 5 ISSN: (Online)

3 Above table-3 represents the number of respondents using different types of operators services. In the table we can observe that 46 subscribers having Vodafone connection while 104 do not have the same connection. Descriptive statistics show mode & standard deviation as 2 and 0.46 respectively for Vodafone subscribers. Since S.D. is less than the significance level, there is no significant difference among the subscribers (respondents) perception towards the possession of cell phone connection. Table-4 Types of Cell Phone Connection Subscribers possess Resp./Percent Postpaid Mobile Prepaid Mobile Total Mode Std. df-1 No. of * Respondents Percentage 8% 92% 100% level is 0.05* From the above table-4 it is observed that among the total respondents 138 respondents are holding prepaid mobile connections while remaining 12 subscribers possess post-paid connections. Mode & standard deviation is 1 and 0.27 respectively. Since p value i.e is less than the significance level 0.05 we will reject the hypothesis that subscribers perception towards different types of cell phone connection (prepaid or post-paid). Table-5 Respondent s expectations from the new mobile operators (after MNP) Yes No Total Mode Standard df=2 Better Network * Coverage Better Call Tariff * Plan Internet Plans * Customer Care Offers & Schemes * 3G internet * Availability of * recharge denominations The above table-5 represents that 62 subscribers expect better network coverage from new mobile service operators. The value of p=0.00 is less than the significance value Hence, we can observe that there is no considerable difference among the subscribers perception towards expectations from new mobile service operators. Table-6 Sources of Awareness about MNP among the respondents Sources Yes No Total Mode Standard Sq. dof=2 Newspaper * Television * Relatives * Word of Mouth Publicity Other Sources * From the above table-6 it can be concluded that 75 respondents (subscribers) are aware about MNP Process through Word-of Mouth Publicity & rest are not aware about the same through Word-of-Mouth Publicity. Table , RHIMRJ, All Rights Reserved Page 3 of 5 ISSN: (Online)

4 Problems faced by Subscribers during the MNP Process Problems Yes No Total Mode S.D. df=2 Transfer of * remaining Balance Time Consuming * Process Regular Agent * Calls Blocking of * Number Problems in * Billing Documentation * related Problems Any other Problem * The above table-7 represents that 30 respondents i.e. 20% are facing the problem of transfer of remaining balance during MNP Process. Thus, it can be said that there is no significant difference among the subscribers perception towards the problem during MNP Process (transfer of remaining balance p=0.00<0.05). Hence, Hypothesis is rejected. Table-8 Satisfaction level of the subscribers after MNP Parameters Strongly Satisfied Neutral Dissatisfied Strongly Mode S.D. Satisfied Disatisfied Network Customer care Voice Call Clarity Internet Packs Offers & Schemes Value added Availability of Recharge Voucher Other Facilitie The above table-8 depicts that 81 subscribers i.e. 54% are satisfied with network connectivity after changing existing service provider. V. CONCLUSION Across the globe Mobile Number Portability is gaining popularities among the mobile subscribers. Due to this customers or subscribers are benefitted while it has given rise to cut-throat competition among the service providers. Today with the development of e-services people are more concern about their internet plan. Besides this subscribers are giving more importance to those service providers which provide best network coverage and suitable or customized plans. From the study it is found that besides offers, schemes, value added services etc. services of customer care (after sales services) is an important aspect for the subscribers. 2015, RHIMRJ, All Rights Reserved Page 4 of 5 ISSN: (Online)

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