Download Calicut University final year project PDF Bcom BBA and more Study Guides, Projects, Research Business Administration in PDF only on Docsity! PROJECT REPORT "SUBSCRIBERS RESPONSE TOWARDS MOBILE NUMBER PORTABILITY" Submitted by Mr. MOHAMMED ARSHAD K P (Reg.No.OBASBCM151) Under the guidance of Mrs. SARANYA K S (Assistant professor, Department of commerce & management studies) SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE DEGREE OF BACHELOR OF COMMERCE (UNIVERSITYOFCALICUT) DEPARTMENT OF COMMERCE & MANAGEMENT STUDIES MOULANA COLLEGE OF ARTS SCIENCE AND COMMERCE CHENNARA (Affiliated to Calicut University) 2020-2021 MOULANA COLLEGE OF ARTS SCIENCE AND COMMERCE COLLEGE DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES CHENNARA, MALAPPURAM-676561 CERTIFICATE This is to certify that the project report entitled " SUBSCRIBERS RESPONSE TOWARDS MOBILE NUMBER PORTABILITY " is a bona fide record of the original work carried out by Mr. MOHAMMED ARSHAD K P with Reg. No. OBASBCM151 in the Department of commerce and management, Moulana College of Arts ,Science and Commerce, Chennara, Tirur, during the academic year 2018-21 in partial fulfillment of the requirement for the award of the degree of B Com of the University of Calicut. Mrs. SARANYA K S Mr. RAHOOF THOMMANCHERY Faculty Guide Head of department External Examiner Place: Date: Declaration I MOHAMMED ARSHAD K P (Reg.No:OBASBCM151) hereby declare that the project entitled " SUBSCRIBERS RESPONSE TOWARDS MOBILE NUMBER PORTABILITY " Submitted to Moulana College of Arts Science and Commerce Chennara for the partial fulfillment of the requirements for the bachelor's degree in commerce is a record of original work done by me during the period of study at Moulana College of Arts Science and Commerce Chennara. I also declared that this project has not been submitted be for effort he award of any degree, Diploma, Title or recognition. Place: Chennara MOHAMMED ARSHAD K P No. CONTENT Page No. CHAPTER 1 INTRODUCTION 1-22 1.1 Introduction Of The Study 2-3 1.2 Research Problem 4 1.3 Objective Of The Study 5 1.4 Scope Of The Study 6 1.5 Need And Significance For The Study 7 1.6 Limitation Of The Study 8 1.7 Industries Profile 9-20 1.8 Research Methodology 21-22 CHAPTER 2 REVIEW OF LITERATURE 23-25 CHAPTER 3 DATA ANALYSIS AND INTERPRETATION 26-41 CHAPTER 4 FINDINGS, SUGGESTIONS AND CONCLUSION 42-46 4.1 Findings 43-44 4.2 Suggestion 45 4.3 Conclusion 46 Appendix Bibliography LIST OF CHARTS No. Contents Page. No 3.1 Usage of network 27 3.2 Change Mobile Number Into Other Network 28 3.3 Preferred mobile number portability 29 3.4 Mobile number portability is beneficial 30 3.5 Satisfied with current network 31 3.6 Desire to change current network 32 3.7 Subscribers who change 33 3.8 Go for with out changing mobile portablity 34 3.9 Reason for dissatisfaction towards current network provider 35 3.10 Subscribers are satisfied with mobile number portability 36 3.11 Subscribers get any privileges as ported customer 37 3.12 How long customer of curent network 38 3.13 How long to get nnumber ported 39 3.14 Upgrade of operator 40 3.15 Subscribers will recommend about the facility to their friends 41 3 | P a g e customers face switching costs associated with informing people about changing their number, printing new business cards, missing valuable calls from people that do not have the new number, …etc. Thus, the customer may be unable to take full advantage of the growing competition among operators or the introduction of new services and technologies. Based on these considerations; many regulatory authorities have imposed mandatory MNP so has to reduce customers switching costs, attempting to make telecommunications more competitive. 4 | P a g e 1.2 RESEARCH PROBLEM Mobile number portability means mobile telephone users can change their mobile network providers without changing their current number The research problem is A STUDY ON SUBSCRIBERS REPONSES TOWARDS MOBILE NUMBER PORTABILITY 5 | P a g e 1.3 OBJECTIVES OF THE STUDY PRIMARY OBJECTIVE 1. To analyse subscribers responses towards mobile number portability SECONDARY OBJECTIVES 2. To examine factors influencing the porting decision of subscribers 3. To study subscribers awareness on mobile number portability 8 | P a g e 1.6 LIMITATIONS OF THE STUDY • This study is limited to Tirur region • The responders were giving answers directly from their memory therefore chance for variation is there • Some of the subscribers are not ready no answer the question. 9 | P a g e 1.7 INDUSTRY PROFILE HISTORY OF MOBILE NUMBER PORTABILTY Mobile Number Portability (MNP) was first introduced in the world by Singapore in 1997, and hen UK, Hong Kong and Netherlands followed in 1999. Slowly other countries implemented it. In India, first phase in MNP implementation began in Metros in December 31, 2009, and the second phase, for the rest of the country by March 2010. IMPACT ON SERVICE PROVIDERS MNP will intensify completion but will not have a major effect on operators who have a strong customer base because they can retain their customers by providing competitive tariffs. However, newer players will be easily able to enter and survive in the market by providing Value Added Services and lower rates. MNA will force the service providers to focus their attention to quality of routing and calls, else the customer will switch. The subscribers will also have the flexibility to change the service providers if they are unhappy with the tariff, service, connectivity, etc. Thus Subscribers are more likely to get efficient services at lower rates. Any subscriber can make a porting request only after 90 days of activation of connection. 10 | P a g e MOBILE NUMBER PORTABILTY IN INDIA On march 8 2006, the telecom Regularity Authority of India (TRAI) issued draft regulations to facilitate mobile number portability in India and submitted its recommendations to the department of telecommunication (DOT). Finally, the Dot recommended service provider number portability including service portability (portability between GSM and CDMA) for all mobile service operations. It was decided to implement the all-call-query approach for mobile number portability. The Dot has divided the whole country in to two zones for MNP (Mobile Number Portability) – North-Weast zone and South-East zone – and awarded licenses to all vendors to work as MNP clearing house administrators. Mobile Number Portability was started as a pilot project in Haryana on November 25 2010, and has been implemented across the nation from January 20, 2011. Recently, the government of India approved New Telecom Policy2012 (NTP), which aims to abolish roaming charges across the country and facilitate nationwide (Inter circle) Mobile Number Portability. TYPES OF MNP (MOBILE NUMBER PORTABILITY) 1. SERVICE OPERATOR PORTABILITY From one operator to another e.g.:- Vodafone to Idea and Airtel to Vodafone......etc... 2. LOCATION POTABILITY From a one location to another. 3. SERVICE PORTABILITY From one service to another e.g. prepaid to post paid. 13 | P a g e ONWARD ROUTING • The originating network receives a call from the caller and routes the call to the donor network • . The donor network detects that the dialled directory number has been ported out of the donor switch and checks with an internal network – specific NPDB • The internal NPDB returns the routing number associated with the dialled directory number • The donor network uses the routing number to rout the call to the new serving network. CALL DROP BACK • Receive call to the donor network • The donor network detects that the number has been ported out of the donor switch and checks with an internal network –specific NPDB • NPDB returns the routing number • The donor network release the call by providing routing number • The originating network uses the routing number to route the call to the new serving network. QUERY ON RELEASE • A call from caller and routes the call to the donor network. • The donor network releases the call and indicates that the dialled directory number has been ported out of that switch. 14 | P a g e • The originating network sends a query to its copy of the centrally administered NPDB • The originating uses the routing number to route the call to new serving product. BENEFITS OF MOBILE NUMBER PORTABILITY • MNP gives best benefits to the customer, as they do not have to change their number, eliminating a great headache of communicating the new number to all his/her important contacts • MNP will keep all the mobile network providers on alert • Network provider will really treat the costumer as a king. You will get lightning response and great customer service from your existing mobile network 15 | P a g e DISADVANTAGES OF MOBILE NUMBER PORTABILITY • Change in location having same number. • Cannot switch again for the next 90 days • Change in handset when change in platform 18 | P a g e On 31 August 2018, Vodafone India merged with Idea Cellular, and was renamed as Vodafone Idea Limited. However, the merged entity continues using both the Idea and Vodafone brand. Currently, the Vodafone Group holds a 45.1% stake in the combined entity, the Aditya Birla Group holds 26% and the remaining shares will be held by the public.Kumar Mangalam Birla heads the merged company as the Chairman and Balesh Sharma used to be the CEO. After a plunge in share price of Vodafone Idea by 80% on NSE, Balesh Sharma resigned citing personal reasons. Ravinder Takkar, ExCEO of Vodafone Romania and the key deal negotiator from Vodafone has taken over the reigns as CEO. BSNL Bharat Sanchar Nigam Limited, BSNL is an Indian state-owned telecommunications company, headquartered in New Delhi, Delhi, India. It was incorporated by Government of India on 1 October 2000. It provides mobile voice and internet services through its nationwide telecommunications network across India. It is the largest wire line telecommunications network company in India with more than 60% market share and fourth largest wireless telecommunications Operator. [3] JIO Reliance Jio Infocomm Limited, Jio, is an Indian telecommunications company and wholly owned subsidiary of Reliance Industries headquartered in Mumbai, Maharashtra, India It operates a national LTE network with coverage across all 22 telecom circles. It does not offer 2G or 3G service, and instead uses only voice over LTE to provide voice service on its 4G network. 19 | P a g e Jio soft launched on 27 December 2015 with a beta for partners and employees, and became publicly available on 5 September 2016. As of 30 November 2019, it is the largest mobile network operator in India and the third largest mobile network operator in the world with over 369.93 million subscribers It is also the fourth largest provider of fixed telephony in Country. In September 2019, Jio launched a fiber to the home service, offering home broadband, television, and telephone services. RELAINCE Reliance Communications Limited (popularly, R.Comm) was an Indian mobile network provider headquartered in Navi Mumbai that offered voice and 2G and 3G data services. In February 2019, the company filed for bankruptcy as it was unable to sell assets to repay its debt. It has an estimated debt of ₹ 50,000 crore against assets worth ₹18,000 crore. As of March 2019, the company has reworked its strategy and continues to operate 4g data services, fixed-line communications, data center services, enterprise N solutions as well as subsea cable networks under the banner name, "Global Cloud Xchange Reliance Communications was founded in India on 31 July 2002 as Reliance Infocomm Limited with the introduction of its nationwide CDMA2000 service. It became Reliance Communications Limited in 2006.The company introduced its GSM service in 2008. It began using MIMO technology in 2011 to improve the quality of its 3G service, providing a data rate of up to 28 Mbit/s.In the 2010 spectrum auction, Reliance obtained licenses for 3G spectrum in three cities at a total licensing fee of 20 | P a g e ₹58,642.9 million. The company reduced the price of its 3G service by 61 percent in May 2012.Reliance and Lenovo introduced their co-branded Android smartphones in India in 2013.The company ended its CDMA operations in 2016, and migrated its subscribers to its GSM and LTE networks by September the same year. 23 | P a g e CHAPTER 2 REVIEW OF LITERATURE 24 | P a g e REVIEW OF LITERATURE (Buehler & Haucap, 2004)5 examined the consequences of introducing mobile number portability (MNP). They found that MNP leads to abolishment of switching costs, and hence is good thing for customers. As telephone numbers no longer identify networks MNP may result in consumer ignorance. They also discussed role of termination charges on customer bills. (Shi, Chiang, & Rhee, 2006)39 explained wireless number portability (WNP) (MNP in present context) is a telecommunication regulatory policy that requires cellular phone service providers to allow customers who switch service subscriptions to retain their original phone numbers. They found that MNP leads to lowering of the switching cost for a consumer. Thus, the aim of the policy is to have fair competition with level playing ground for smaller service providers. They found the policy may result in market concentration due to the discriminatory pricing scheme for the calls connected across two networks. Consumers who subscribes to an operator with larger subscriber base would stand to gain. By lowering the barrier of switching, WNP/MNP creates a market condition conducive for a larger network to gain market share. The study was done in Hong Kong where WNP was adopted in March 1999. Buehler, Dewenter, & Haucap, 2006)4 also examined the causes and effects of mobile number portability and provided a survey of its implementation in Europe. Competitive effects, costs of introducing MNP and charges were examined. Differences in the porting process influence the use of MNP across countries (Shin & Kim, 2008)41 investigated switching barriers under the mobile number portability (MNP) in the U.S. mobile market. In USA„s context Customer satisfactions, switching barriers, and demographics significantly affect subscribers' intent to switch with lower switching costs and increased competition among providers. 25 | P a g e Mobile number portability in India has effectively ended the switching cost related with loss of business or social contacts. Hence areas like service quality, customer satisfaction and related factors would come to the fore determining the need to churn. (Shi, Zhou, & Liu, 2010)40 reviewed the implementation of mobile number portability (MNP) in global context. The authors found that influencing factors of users' switching intention in China has an analogous situation with Korea having same MNP policy. The results of this research showed that customer satisfaction and switching costs have significant effects on users' porting behaviour. 28 | P a g e 30% 70% Yes NO 3.2 TABLE AND CHART SHOWING CHANGE MOBILE NUMBER INTO OTHER NETWORK Table 3.2 OPTIONS NO: OF RESPONDS PERCENTAGE Yes 70 70% NO 30 30% Total 100 100% Chart 3.2 INTERPRETATION The above chart showing 70% of the subscribers are changing their number and 30% of the subscribers are didn’t changed their number 29 | P a g e 45 % 40 % 35 % 30 % 25 % 20 % 15 % 10 % 5 % 0 % Better offer Internet speed Better call service Network coverage 3.3 TABLE AND CHART SHOWING PREFERRED MOBILE NUMBER PORTABILITY Table 3.3 OPTIONS NO.OF RESPONDS PERCENTAGE Better offer 20 20% Internet speed 40 40% Better call service 20 20% Network coverage 20 20% Total 100 100% Chart 3.3 INTERPRETATION From the above chart and table clearly understood that 40 % of the subscribers have like internet speed for upgrading current network, 20% are for better offer, 20% subscribers are upgrading their network for network coverage. 30 | P a g e 20% 80% YES NO 3.4 T TABLE AND CHART SHOWING MOBILE NUMBER PORTABILITY IS BENEFICIAL Table 3.4 OPTIONS NO: OF RESPONDS PERCENTAGE YES 80 80% NO 20 20% Total 100 100% Chart 3.4 INTERPRETATION The above chart showing 80% of the subscribers telling the portability is beneficial and 20 % of the subscribers telling it are not beneficial. 33 | P a g e 20% 80% YES NO 3.7 TABLE AND CHART SHOWING SUBSCRIBERS WHO CHANGE Table 3.7 OPTIONS NO:OF RESPONDS PERCENTAGE YES 80 80% NO 20 20% TOTAL 100 100% Chart 3.7 INTERPRETATION From the above chart and table clearly understood that 80% subscribers have aware about mobile number portability 34 | P a g e 45 % 40 % 35 % 30 % 25 % 20 % 15 % 10 % 5 % 0 % Airtel V I JI O BSN L Relanc e other s 3.8 TABLE AND CHART SHOWING GO FOR WITH OUT CHANGING MOBILE PORTABLITY Table 3.8 OPTIONS NO:OF RESPONDS PERCENTAGE Airtel 30 30% VI 20 20% JIO 40 40% BSNL 10 10% Relance 0 0% others 0 0% TOTAL 100 100% Chart 3.8 INTERPRETATION From the above chart and diagram clearly understood that 30% subscribers prefer Airtel and 20% subscribers prefer Vodafone- Idea networks, 40 % subscribers are prefer JIO network and 10% each by BSNL 35 | P a g e 45 % 40 % 35 % 30 % 25 % 20 % 15 % 10 % 5 % 0 % Poor connectivity Highly tariff rate Poor network Bad customer services other 3.9 TABLEAND CHART SHOWING REASON FOR DISSATISFACTION TOWARDS CURRENT NETWORK PROVIDER Table 3.9 OPTIONS NO.OF RESPONDS PERCENTAGE Poor connectivity 25 25% Highly tariff rate 5 5% Poor network 40 40% Bad customer services 2 2% other 28 28% TOTAL 100 100% Chart 3.9 INTERPRETATION The chart and diagram shows that 40% Subscribers are poor network is main reason for dissatisfaction towards current network provider, 25% subscribers have poor connectivity is reason for dissatisfaction towards current network provider 38 | P a g e 120 % 100 % 80 % 60 % 40 % 20 % 0 % UP TO 1 YEAR 1-2 YEARS 2-3 YEARS 3-4 YEARS ABOVE 4 YAERS TOTA L 3.12 TABLE AND CHART SHOWING HOW LONG CUSTOMER OF CURENT NETWORK Table 3.12 OPTIONS NO: OF RESPONDS PERCENTAGE UP TO 1 YEAR 7 7% 1-2 YEARS 8 8% 2-3 YEARS 15 15% 3-4 YEARS 48 48% ABOVE 4 YAERS 22 22% TOTAL 100 100 % Chart 3.12 INTERPRETATION From the above table clearly understood that 48% of subscribers are 3-4 years customer of their current network, 22% subscribers are above 4 year customer their current network,15% subscribers are 2 to 3 year customer for their current network 39 | P a g e 100 % 90 % 80 % 70 % 60 % 50 % 40 % 30 % 20 % 10 % 0% UP TO 6 HOURS 6-12 HOURS 12-18 HOURRS 18-24 HOURS AB0VE 24 HOURS 3.13 TABLE AND CHART SHOWING HOW LONG TO GET NNUMBER PORTED Table 3.13 OPTIONS NO: OF RESPONDS PERCENTAGE UP TO 6 HOURS 88 88% 6-12 HOURS 4 4% 12-18 HOURRS 8 8% 18-24 HOURS 0 0% AB0VE 24 HOURS 0 0% TOTAL 100 100% Chart 3.13 INTERPRETATION 88% of subscribers take up to6 hours to get ported but sometimes 4 and 8 % of subscribers will take 6-12 hr and 12-18 hr 40 | P a g e 45 % 40 % 35 % 30 % 25 % 20 % 15 % 10 % 5 % 0 % Better offer Internet speed Network speed Network coverage Better call service 3.14 TABLE AND CHAT SHOWING UPDRADE OF OPERATOR Table 3.14 OPTIONS NO: OF RESPONSE PERCENTAGE Better offer 28 28% Internet speed 40 40% Network speed 12 12% Network coverage 15 15% Better call service 5 5% Total 100 100% Chart 3.14 INTERPRETATION From the above chart and table clearly understood that 40 % of the subscribers have like internet speed for upgrading current network, 28% are for better offer, 15% subscribers are upgrading their network for network coverage. 43 | P a g e 4.1 FINDINGS The above chart showing the 28% of the subscribers are used Vodafone- idea networks And the other 40% subscribers are uses Airtel network The above chart showing 70% of the subscribers are changing their number and 30% of the subscribers are didn’t changed their number From the above chart and table clearly understood that 40 % of the subscribers have like internet speed for upgrading current network The above chart showing 80% of the subscribers telling the portability is beneficial and 20 % of the subscribers telling it are not beneficial. From the above chart and graph clearly understood that 5% subscribers are highly satisfied with mobile number portability From the above chart 85% subscribers have desire to change their current network and 5% of the subscribers has no desire to change their network From the above chart and table clearly understood that 80% subscribers have aware about mobile number portability From the above chart and diagram clearly understood that 30% subscribers prefer Airtel and 20% subscribers prefer Vodafone- Idea networks The chart and diagram shows that 40% Subscribers are poor network is main reason for dissatisfaction towards current network provider 44 | P a g e From the above chart and graph clearly understood that63% subscribers are highly satisfied with mobile number portability 80 % of the subscribers get special privileges as a ported customer, 7% subscribers didn’t get any privileges and 13% subscribers get sometimes From the above table clearly understood that 48% of subscribers are 3-4 years customer of their current network 88% of subscribers take up to6 hours to get ported but sometimes 4 and 8 % of subscribers will take 6-12 hr and 12-18 hr From the above chart and table clearly understood that 40 % of the subscribers have like internet speed for upgrading current network From the above chart 88% of subscribers recommend about mobile number portability to their friends 45 | P a g e 4.2 SUGGESTIONS • New and variety of offers and service pack should be provided to customers and necessary action should be taken to improve the service features provide by the network providers • Current network providers of subscribers should take immediate solution for poor network. • Network providers should give more privileges to subscribers after porting. 48 | P a g e QUESTIONNAIRE Name Age Gender Occupation 1. Which network do you use ? (a) Airtel (b) VI (c) JIO (d) BSLN (e) Relance 2. Are you ever change your mobile number into other network ? Yes NO 3. why do you prefer mobile number portability ? (a) Better offer (b) Internet speed (c) Better call service (d) Network coverage 4. Do you think mobile portability is beneficial ? (a) YES (b) NO 5. Are you satisfied with current network ? (a) Highly satisfied (b) Satisfied (c) Neutral (d) Dis Satisfied (e) Highly dis satisfied 6. Would you like to change your current network ? (a) YES (b) NO (c) Maybe 7. Are you aware of mobile number portability launched by telecom companies in India ? (a) YES (b) NO 49 | P a g e 8. If you are not satisfied with your current service provider which other network would you go for without change your mobile number with the help of mobile number portability (a) Airtel (b) VI (c) JIO (d) BSNL (e) Relance (f) others 9. What is your reason for dis satisfaction towards current service provider ? (a) Poor connectivity (b) Highly traft rate (c) Poor network (d) Bad customer services (e) other 10. Are you satisfied with mobile number portability ? (a) Highly satisfied (b) satisfied (c) Neutral (d) Dissatisfied (e) Highly dissatisfied 11. Do you get any special as a privileges as a portal customer ? (a) YES (b) NO (c) Same times 12. How long have you been the customer of your current network ? (a) Up to 1 year (b) 1-2 year (c) 2-3 year (d) 3-4 year (e) above 4 year 50 | P a g e 13. How long it takes to get your number portal? (a) Up to 6 hour (b) 6-12 hours (c) 12-18 hour (d) 18 -24 hours (e) above 24 hours 14. Why do you upgrade your operator ? (a) Better offer (b) Internet speed (c) Network speed (d) Network coverage (e) Better call services (f) Other 15. Would you recommend about the facility to your friend ? (a) YES (b) NO