Communications of the IIMA


The proliferation of mobile telecommunication service providers in the country has prompted concerns about service quality within the industry. Mobile Number Portability was introduced by the National Communications Authority (NCA) as part of a broader campaign aimed at ensuring uninhibited switch from one telecom service provider to another. With a combination of both qualitative and quantitative investigative techniques, an initial attempt is made by this paper to produce results achieved through a representative sample of 200 respondents of different network customers to determine the pattern of switch from one service provider to another. Findings suggest the instrumentality of income, service difficulties, and customer service as well as usage costs as being the overriding consideration of porting intentions among subscribers.