The document is a project report by Mr. Mehulkumar Anilbhai Rathod on customer experience and expectations regarding mobile number portability, submitted for the Master of Commerce degree at The Maharaja Sayajirao University of Baroda. It covers the definition of mobile number portability, its history, the implementation process in India, technical aspects, relevant data on mobile operators, and the experience of switching providers. The report is prepared under the guidance of Shri Kalpesh Shah and includes acknowledgments and a structured table of contents.

1. Guide: Shri. Kalpesh Shah
Submitted By:
Mr. Mehulkumar Rathod A.
Post Graduate in Business in Master of
Commerce
Roll no. MF-39
CUSTOMER EXPERIENCE AND EXPECTATION
ON MOBILE NUMBER PORTABILITY

2. A PROJECR REPORT
ON
“A STUDY ON CUSTOMER EXPECTATION AND
EXPERIENCE ON MOBILE NUMBER PORTABILITY”
Submitted by
MR. MEHULKUMAR ANILBHAI RATHOD
Roll no: MR000039
In partial fulfillment for the Award of the Degree
Of
MASTER OF COMMERCE
(SPECIALIZATION IN MARKETING MANAGEMENT)
Under the guidance of
Shri Kalpesh Shah
Associate Professor
Department of Commerce and Business Management
Faculty Of Commerce
The Maharaja Sayajirao University Of Baroda
Vadodara
9TH
MAY 2014

3. BONAFIDE CERTIFICATE
Date: ____________
This is to certify that this Project Report entitled “A Study on Customer Experience and Expectation
on Mobile Number Portability” which is to be submitted to the office of the Registrar (Examination),
The Maharaja Sayajirao University of Baroda, Baroda has been prepared by Mr. Mehulkumar Anilbhai
Rathod (Exam Seat No. MR4000039) as a partial fulfillment of the award of the Master of Commerce
Degree with specialization in Marketing Management for the Academic year 2013-14 for the evaluation
in lieu of the Annual Examination to be held in March/April, 2014.
He has carried out this work under my personal supervision and guidance.
(Signature of the Guide)
Shri Kalpesh H. Shah
Associate Professor
Department of Commerce and Business Management
Faculty of Commerce,
The Maharaja Sayajirao University of Baroda,
Vadodara.

4. CERTIFICATE OF ORIGINALITY
Date: __________
I, Mr. Mehulkumar Anilbhai Rathod (Exam Seat No. MR4000039), the undersigned hereby declare
that the project report entitled, “A Study on Customer Experience and Expectation on Mobile
Number Portability” submitted in partial fulfillment for the award of the Master of Commerce Degree
with specialization in Marketing Management for the Academic year 2013-14 for the evaluation in lieu
of the Annual Examination to be held in March/April, 2014 is my own work and has been carried under
the guidance of Shri Kalpesh H. Shah.
The work is an original one and has not being submitted earlier to this university or to any other
institution/ organization for fulfillment of the requirement of a course or for award of any Degree/
Diploma/ Certificate. All the sources of information used in this Project Report have been duly
acknowledged in it.
(Signature of the Student)
Mr. Mehulkumar Anilbhai Rathod
Exam Seat No: MR4000039
Master of Commerce (Specialization in Marketing Management)
Department of Commerce and Business Management
Faculty of Commerce,
The Maharaja Sayajirao University of Baroda,
Vadodara.

5. ACKNOWLEDGEMENT
Several people have been extremely helpful in making the research report. We would like to acknowledge
Dr. Parimal H. Vyas (Dean of faculty of Commerce) for providing us guidance whenever we needed
while preparing for this report.
Here, we would like to thank our project guide, SHRI. KALPESH SHAH (Associate Prof. Department of
Commerce and Business Management, M.S. University) who has been very helpful and supportive
throughout our project report.
Moreover, we would like to thank the Maharaja Sayajirao University for providing such a great work as a
Comprehensive Project.
We are also deeply indebted to all faculty members of Department of Commerce Business Management
for their support and also thanks to everyone- my friends, well wishers for their support and
encouragement, without which accomplishing of this task would have been rather difficult.

6. TABLE OF CONTENTS
Sr.
No. Particulars
Page
No.
Bonafide Certificate
Acknowledgements
Certificate of Originality
List of Tables
List of Figures/Charts
Student – Project Guide Interaction Report
Abstract
1 INTRODUCTION
1.1 Basic Information
1.1.1 What is Mobile Number Portability?
1.1.2 History Of Mobile Number Portability
1.1.3 Overview
1.1.4 Technical Details
1.1.5 Mobile Subscriber Numbers of Top 8 Mobile Operator [Nov 2013]
1.1.6 Current Status in India
1.1.7 Mobile Number Portability- The actual Indian story
1.2 Process of MNP in India
1.2.1 Process
1.2.2 Charges for Mobile Number Portability
2 COMPANY PROFILE
3 LITERATURE REVIEW
4 RESEARCH METHODOLOGY
4.1 Objectives
4.2 Scope of Research Study
4.3 Research Methodology for proposed Study
4.4 Data analysis and interpretation
5 DATA ANALYSIS & INTERPRETATION
6 FINDINGS, SUGGESTIONS, RECOMMENDATIONS,
CONCLUSIONS
Followed by References / Bibliography
Appendix/Annexure
Questionnaire

7. Chapter 1
INTRODUCTION

8. 1.1.1 What is Mobile Number Portability??
Mobile Number Portability (MNP) enables mobile telephone users to retain their mobile telephone
numbers when changing or transferring (porting) their mobile phone number from one mobile phone
network provider to another. They may want to do this if they wish to sign up to a new mobile phone
provider and keep their original mobile phone number, thus saving the inconvenience of updating their
contacts with their new telephone number. Mobile Number Porting is becoming increasingly popular
worldwide due to the savings that can be made by switching mobile phone providers in order to get a
better mobile phone tariff...
1.1.2 History of MNP implementation:
MNP by Country Year of implementation
Hong Kong 1st
March, 1999
Australia 25th
Sept., 2001
Italy 1st
April, 2002
Germany 1st
November, 2002
France 30th
June, 2003
United Status Of America 24th
November, 2003
Saudi Arabia 8th
June, 2006
South Africa 10th
November, 2006
Canada 14th
March, 2007
Pakistan 23rd
March, 2007
New Zealand 1st
April, 2007
Singapore 13th
June, 2008
Brazil 1st
September, 2008
Mexico 1st
July, 2008
India 20th
january, 2011
1.1.3 Overview:
Mobile number portability is implemented in different ways across the globe. The International and
European standard is for a customer wishing to port his/her number to contact the new network
(recipient), which then sends the number portability request (NPR) to the current network (donor).
This is known as "recipient-led" porting. The UK & India are the only exceptions to implement the
donor-led system. The customer wishing to port his/her number is required to contact the donor to
obtain a Porting Authorization Code (PAC), which is then showed to the recipient network to
proceed. Once having received the PAC the recipient continues the port process by contacting the

9. donor. This form of porting is known as "donor-led" and has been criticized by some industry
analysts as being inefficient, though prevents MNP scams. It has also been observed that it may act
as a customer deterrent as well as allowing the donor an opportunity of "winning back" the customer.
This might lead to distortion of competition, especially in the markets with new entrants that are yet
to achieve scalability of operation.
1.1.4 Technical details:
A significant technical aspect of MNP is related to the routing of calls or mobile messages (SMS, MMS)
to a number once it has been ported. There are various flavours of call routing implementation across the
globe but the International and European best practice is via the use of a central database (CDB) of ported
numbers. A network operator makes copies of the CDB and queries it to find out to which network to
send a call. This is also known as All Call Query (ACQ) and is highly efficient and scalable. A majority
of the established and upcoming MNP systems across the world are based on this ACQ/CDB method of
call routing. One of the very few countries not to use ACQ/CDB is the UK, where once a number has
been ported, calls to that number are still routed via the donor network. This is also known as "indirect
routing" and is highly inefficient as it is wasteful of transmission and switching capacity. Because of its
donor dependent nature, indirect routing also means that if the donor network develops a fault or goes out
of business, the customers who have ported numbers out of that network will lose incoming calls to their
numbers. The UK telecoms regulator Ofcom completed its extended review of the UK MNP process on
November 29, 2007, and mandated that ACQ/CDB be implemented for mobile to mobile ported calls by
no later than September 1, 2009.
Prior to March 2008 it took a minimum of 5 working days to port a number in the UK compared to 3.5
working days in Pakistan, 2 hours in USA, as low as 20 minutes in the Republic of Ireland, 3 minutes in
Australia and even a matter of seconds in New Zealand. On July 17, 2007, Ofcom released its conclusions
from the review of the UK MNP and mandated reduction of porting time to 2 working days effective
April 1, 2008. On 29 November 2007, Ofcom completed a round of consultations on further reduction of
porting time to 2 hours along with recipient-led porting and mandated that near-instant (no more than 2
hours) recipient-led porting be implemented by no later than September 1, 2009. However, in early 2008
Vodafone UK appealed the Ofcom statement before the Competition Appeal Tribunal (CAT), and on
September 18, 2008, CAT ruled in favor of the appeal, returning the matter back to Ofcom for
reconsideration. On July 8, 2010, Ofcom issued a final statement, retaining the donor-led process,
mandating a two-hour PAC release time, and reducing the porting time from two to one working day.
In a decentralised model of MNP, a FNR (flexible number register) may be used to manage a database of
ported out/ported in numbers for call routing.

10. 1.1.5 Mobile Subscriber Numbers of Top 8 Mobile Operator [Nov 2013]
According to TRAI report, Tata was the only telecom operator that lost subscribers (-107k) in month of
November 2013. All other operators added to their tally, with Bharti leading the charts. Bharti added 1.72
mln followed by Aircel (1.54 mln) and Vodafone (1.34 mln). Reliance managed to add only about 304k
subscribers.
1. Bharti Airtel – 196,598,260
2. Vodafone – 158,034,139
3. Idea – 128,413,872
4. Reliance – 117,015,936
5. BSNL – 98,333,557
6. Tata – 63,343,783
7. Aircel – 65,283,113
8. Unitech – 32,370,054
1.1.6 Current statue in India
Requests for mobile number portability (MNP) increased by 2.47 million in February last, data released
by the Telecom Regulatory Authority of India (TRAI) said Wednesday.
The number of MNP requests increased from 111.94 million subscribers at the end of January last to
114.41 million at the end of February.
The number of telephone subscribers in India increased from 922.04 million at the end of January, 2014
to 931.95 million at the end of February, 2014, thereby showing a monthly growth of 1.08 percent.
Subscription in the urban areas increased from 551.96 million in January, 2014 to 556.99 million at the
end of February, 2014. Subscription in rural areas increased from 370.08 million to 374.96 million during
the same period.
The monthly growth rate of urban and rural subscription was 0.91 percent and 1.32 percent, respectively.
The overall urban tele-density increased from 145.39 to 146.47 and rural tele-density increased from
43.13 to 43.67 during this month.
Total wireless subscriber base increased from 893.31 million in January, 2014 to 903.36 million at the
end of February, 2014, registering a monthly growth of 1.12 percent.
Wireline subscriber base declined from 28.72 million at the end of January, 2014 to 28.59 million at the
end of February, 2014. Net reduction in wireline subscriber base was 0.13 million at a decline rate of 0.46
percent.

11. Total broadband subscription was 58 million at the end of February, 2014. Out of this, wired broadband
subscription was 14.80 million and wireless broadband subscription was 43.20 million.
1.1.7 Mobile Number Portability- The actual Indian story
Previously India's telecom regulator had said that Mobile Number Portability (MNP) would be
implemented nationwide from October 31, as announced earlier, ruling out any further delay. "There will
be no further delay in the implementation of MNP," Telecom Regulatory Authority of India (TRAI)
Chairman J.S. Sarma had said.
The Department of Telecom (DoT) had said that the operators must ensure that all inter-operator tests for
porting the numbers from one service provider to another were completed before September 1, 2010. The
DoT made it clear to all telecom operators that in case they failed to implement MNP as per the scheduled
deadline, they will be barred from launching any new commercial services from September 1. ―It has
been decided that permission to launch commercial service in any area with effect from September 1,
2010 shall be given to only those licensee(s) who are MNP complaint,‖ said DoT note.
Mobile service providers Bharti Airtel, Vodafone, Reliance, BSNL, Idea, Aircel, TATA DoCoMo, were
getting ready to launch high-speed 3G Services soon after the introduction of MNP.
State-owned telcos Bharat Sanchar Nagar Nigam and Manahagar Telephone Nigam Limited have said
they are ready with the infrastructure to implement the MNP service.
The earlier 30th June deadline for the implementation of MNP was deferred as the operators were not
ready with the infrastructure to provide the service. The MNP was to be implemented by 31st December
2009 in all the metro cities as well as in the states of Maharashtra, Gujarat, Andhra Pradesh, Karnataka
and Tamil Nadu. The deadline was then changed to March 31, 2010 and thereafter to June 30, 2010.
Asked about the rolling out of 3G services, Sarma said, "I see no reason to believe that there would be
any delay."
The leading Tax consultancy web site, TAXGURU in India published on 25.11.2010 as under: Mobile
Number Portability (which allows subscribers to retain their existing mobile telephone numbers when
they switch from one operator to another) will debut today starting from Rohtak in Haryana. Consumers
who are not happy with their existing operator can move to another, irrespective of mobile technology or
from one technology to another of the same operator within a circle. The system is likely to be launched
in other parts of the country by the end of December provided the operators are ready with their network.
But did this actually happen….?
After so many delays, it seemed that it was now final that Mobile Number Portability which allows you to
change to the operator of your choice without changing your number would be released. Since the
countdown to the actual launch of Mobile Number Portability and continuing everyone would like to
know that how they can change their operator by retaining the existing number and also things which are
important for porting their number. It was stated that if everything went on track, Haryana would be the
first state to taste the much awaited Mobile Number Portability from November 25 2010 and soon would
this facility be extended to other states too within an approximate of around 2 months.
Finally, the most awaited Mobile Number Portability (MNP) is here. Started on 20th Jan 2011 you will
now be able to switch networks as per your convenience and choice as MNP is now launched all over
India. Under Mobile Number Portability, you can move to any Mobile Network Operator within your
telecom circle irrespective of CDMA or GSM like TATA DOCOMO, Videocon Mobile Services, Airtel,
Vodafone, Idea, BSNL, Cheers Mobile, MTNL etc. the only condition being that user needs to be at least

12. 90 days old on that network and also if you are a postpaid customer then you need to clear all the
outstanding dues.
3G services: Industry watchers say that there could be a significant movement from CDMA network to
GSM. MNP will also play a significant role in the 3G space as not all the operators have spectrum. So, a
subscriber of a mobile operator which does not have 3G services may look to move to an operator who
has
1.2.1 Process o Mobile Number Portability:
Send an SMS: PORT<space>Mobile Number (that is to be ported) to 1900 For ex. PORT 9812345678
The subscriber will receive a Unique Porting Code (UPC) by SMS from his current service provider
which is an 8 digit alpha-numeric porting code that the subscriber needs to submit to the operator they
wish to opt to along with relevant documents.
The subscriber will need to apply in the prescribed application form to the chosen new service provider
quoting the UPC which will act as a reference while filling up the application form with the new service
provider. The UPC is valid only for 24 hours. The new service provider will then take action to get the
required
Processes completed to enable the subscriber to get connected to his network. Porting has to be completed
within four (4) to seven (7) working days.

14. 1.2.2 Charges for Mobile Number Portability:
TRAI has fixed a ceiling of Rs 19 on porting charges which the new service provider may collect from
the subscriber.
Post-paid subscribers, before making the porting request, have to make sure that their last bill has been
paid failing which the request for change to new service provider shall be rejected.
In the case of pre-paid subscriber, any balance amount left will not be carried forward when the number is
transferred to the new service provider. Once a subscriber ports his number to the new operator, then, he
will have to wait for at least 90 days before he can change his operator again.

15. Chapter 2
COMPANY PROFILE
(Major Service Providers)

16. Bharti Airtel
Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational telecommunications
Services Company headquartered in New Delhi, India. It operates in 20 countries across South Asia,
Africa, and the Channel Islands. Airtel has a GSM network in all countries in which it operates, providing
2G, 3G and 4G services depending upon the country of operation. Airtel is the world's second largest
mobile telecommunications company by subscribers, with over 275 million subscribers across 20
countries as of July 2013. It is the largest cellular service provider in India, with 192.22 million
subscribers as of August 2013. Airtel is the Second largest in-country mobile operator by subscriber base,
behind China Mobile.
Airtel is the largest provider of mobile telephony and second largest provider of fixed telephony in India,
and is also a provider of broadband and subscription television services. It offers its telecom services
under the "airtel" brand, and is headed by Sunil Bharti Mittal. Bharti Airtel is the first Indian telecom
service provider to achieve Cisco Gold Certification. It also acts as a carrier for national and international
long distance communication services. The company has a submarine cable landing station at Chennai,
which connects the submarine cable connecting Chennai and Singapore.
Airtel is credited with pioneering the business strategy of outsourcing all of its business operations except
marketing, sales and finance and building the 'minutes factory' model of low cost and high volumes. The
strategy has since been copied by several operators. Its network—base stations, microwave links, etc.—is
maintained by Ericsson and Nokia Siemens Network whereas IT support is provided by IBM, and
transmission towers are maintained by another company (Bharti Infratel Ltd. in India). Ericsson agreed
for the first time to be paid by the minute for installation and maintenance of their equipment rather than
being paid up front, which allowed Airtel to provide low call rates of 1/minute (US$0.02/minute).
During the last financial year (2009–10), Bharti negotiated for its strategic partner Alcatel-Lucent to
manage the network infrastructure for the tele-media business. On 31 May 2012, Bharti Airtel awarded
the three-year contract to Alcatel-Lucent for setting up an Internet Protocol access network (mobile
backhaul) across the country. This would help consumers access internet at faster speed and high quality
internet browsing on mobile handsets.

17. Vodafone
The name Vodafone comes from voice data fone, chosen by the company to "reflect the provision of
voice and data services over mobile phones‖
Vodafone Group plc is a British multinational telecommunications company headquartered in London
and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile
telecommunications company measured by both subscribers and 2013 revenues (in each case behind
China Mobile), and had 453 million subscribers as of June 2013.
Vodafone owns and operates networks in 21 countries and has partner networks in over 40 additional
countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to
corporate clients in over 65 countries.
Vodafone has a primary listing on the London Stock Exchange and is a constituent of the FTSE 100
Index. It had a market capitalisation of approximately £89.1 billion as of 6 July 2012, the third-largest of
any company listed on the London Stock Exchange. It has a secondary listing on NASDAQ.
Vodafone Global Enterprise is the business services division, and a wholly owned subsidiary of Vodafone
Group. It was established in April 2007 to provide telecommunications and information technology
services to large corporations.
It offers integrated communication solutions in cloud computing, unified communications and
collaboration. Its services include domestic and international voice and data, Machine to Machine
services, mobile email, mobile broadband, managed services, mobile payment and mobile recording.

18. Bharat Sanchar Nigam Limited (BSNL)
Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned telecommunications
company headquartered in New Delhi, India. It was incorporated on 15 September 2000. It took over the
business of providing of telecom services and network management from the erstwhile Central
Government Departments of Telecom Services (DTS) and Telecom Operations (DTO), with effect from 1
October 2000 on going concern basis. It is the largest provider of fixed telephony and fourth largest
mobile telephony provider in India, and is also a provider of broadband services. However, in recent years
the company's revenue and market share plunged into heavy losses due to intense competition in the
Indian telecommunications sector.
BSNL is India's oldest and largest communication service provider (CSP). It had a customer base of 117
million as of Jan 2014. It has footprints throughout India except for the metropolitan cities of Mumbai
and New Delhi, which are managed by Mahanagar Telephone Nigam (MTNL).
As of December 2011, many other private operators have started rolling out their 3rd Generation (aka 3G)
services alongside and are enjoying some success in their campaigns to get market share. While BSNL
still maintains its connectivity standard and expands to many more areas including rural areas with their
3G services. Also the network infrastructure has been upgraded from to provide 3.6 Mbit/s to 7.2
MBits/sec. It is enjoying a slow but somewhat steady success in gaining market share in this regard.
The introduction of MNP(Mobile Number Portability) which is an service that lets the consumer change
wireless service providers while retaining their actual mobile number, BSNL has seen many customers
opting for this service to move away from the services to other operators. Despite this as the Indian
Wireless market grows BSNL still has a loyal base of subscribers and many more subscribers being added
to it every day. This provides customer services for 95 million as of June 2011.

19. Idea Cellular
In 2000, Tata Cellular was a company providing mobile services in Andhra Pradesh. When Birla-AT&T
brought Maharashtra and Gujarat to the table, the merger of these two entities was a reality. Thus Birla-
Tata-AT&T, popularly known as Batata, was born and was later rebranded as IDEA.
Then Idea set sights on RPG’s operations in Madhya Pradesh which was successfully acquired, helping
Batata have a million subscribers, and the licence to be the fourth operator in Delhi was clinched.
In 2004, Idea (the company had by then been rechristened) bought over the Escorts group’s Escotel
gaining Haryana, Uttar Pradesh (West) and Kerala — and licences for three more — UP (East), Rajasthan
and Himachal Pradesh. By the end of that year, four million Indians were on the company’s network. In
2005, AT&T sold its investment in Idea, and the year after Tatas also bid good bye to pursue an
independent telecom business. And Idea was left only with one promoter, the AV Birla group. Rs 2,700
crore adding Punjab and Karnataka circles. Modi’s joint venture partner, Telekom Malaysia, invested Rs
7,000 crore for a 14.99% stake in Idea. Just around then, Idea’s subsidiary, Aditya Birla Telecom sold a
20% stake to US-based Providence Equity Partners for over Rs 2,0000 crore.
The company has its retail outlets under the "My Idea" banner. The company has also been the first to
offer flexible tariff plans for prepaid customers. It also offers GPRS services in urban areas.
Idea Cellular won the GSM Association Award for "Best Billing and Customer Care Solution" for 2
consecutive years.
IDEA Cellular has been recognized as the 'Most Customer Responsive Company' in the Telecom sector,
at the prestigious Avaya GlobalConnect Customer Responsiveness Awards 2010.

20. Reliance Communications
Reliance Communications Ltd. (commonly called RCOM) is an Indian Internet access (commonly
called "broadband") and telecommunications company headquartered in Navi Mumbai, India. RCOM is
India's second largest telecom operator, only after Bharti Airtel. It is the 15th largest mobile phone
operator with over 150 million subscribers. Established in 2004, it is a subsidiary of the Reliance Group.
The company has five segments: Wireless segment includes wireless operations of the company;
broadband segment includes Internet access operations of the company; Global segment include national
long distance and international long distance operations of the company and the wholesale operations of
its subsidiaries; Investment segment includes investment activities of the Group companies, and Other
segment consists of the customer care activities and direct-to-home (DTH) activities.
It ranks among the top 5 telecommunications companies in the world by number of customers in a single
country. Reliance Communications corporate clientele includes 2,100 Indian and multinational
corporations, and over 800 global, regional and domestic carriers. The company established a pan-India,
integrated (wireless and wireline), convergent (voice, data and video) digital network that is capable of
supporting services spanning the entire communications value chain, covering over 24,000 towns and
600,000 villages. Reliance Communications owns and operates the IP-enabled connectivity infrastructure,
comprising over 190,000 kilometres of fibre optic cable systems in India, USA, Europe, Middle East and
the Asia Pacific region.
Reliance Communications Limited has its offices in Ahmedabad, Bangalore, Chandigarh, Chennai,
Hyderabad, Jaipur, Kochi, Kolkata, Lucknow, Patna and Pune.

21. Tata DoCoMo
TATA DOCOMO, is an Indian cellular service provider on the GSM, CDMA and platform-arising out
of the strategic joint venture between Tata Teleservices and NTT Docomo in November 2008. It is the
country's sixth largest operator in terms of subscribers (including both GSM and CDMA).
TATA DOCOMO is part of the Indian conglomerate Tata Group. The company received the license to
operate GSM services in nineteen telecom circles and was allotted spectrum in eighteen of these circles
and launched GSM services on 24 June 2009. It began operations first in South India and currently
operates GSM services in eighteen of twenty two telecom circles. It has licences to operate in Delhi but
has not been allocated spectrum from the Government. Docomo provides services throughout India. Tata
DOCOMO offers both prepaid and postpaid cellular phone services. It has become very popular with its
one second pulse especially in semi-urban and rural areas.
On 5 November 2010, Tata DOCOMO became the first private sector telecom company to launch 3G
services in India. Tata DOCOMO had about 42.34 million users at the end of December 2010.
In April 2011, TATA DOCOMO signed on Bollywood actor Ranbir Kapoor as its brand ambassador on a
three year contract. For the southern states of Tamil Nadu and Andhra Pradesh, actors Vijay and Ram
Charan Teja are the brand ambassadors respectively.
On 20 October 2011, Tata DoCoMo brought its brands - CDMA, GSM, Walky (Fixed Wireless Phone),
Photon, INTERNET - under the Tata Docomo name. All subscribers to these services were migrated to
the Docomo brand on 20 October 2011. The companies other brands - Virgin Mobile and T24 - are not
part of the rebranding and will retain their names

22. Aircel
Aircel is an Indian mobile network operator headquartered in Chennai, which offers voice & data services
ranging from postpaid and prepaid plans, 2G and 3G services, Broadband Wireless Access (BWA), Long
Term Evolution (LTE) to Value-Added-Services (VAS). In 2006, Aircel was acquired by Malaysia’s
biggest integrated communications service provider Maxis (Maxis Communication Berhard) and is a joint
venture with Sindya Securities & Investments Pvt Ltd - Maxis holds 74% equity in the company.
Aircel commenced operations in 1999 by Chinnakannan Sivasankaran and today is the leading mobile
operator in Tamil Nadu, Assam, North-East India and Chennai.
It is India’s fifth largest GSM mobile service provider and seventh largest mobile service provider (both
GSM and CDMA) with a subscriber base of over 65.1 million. It has a market share of 7.33% among
wireless operators (includes GSM, CDMA, and FWP operators) in the country.
Aircel has also obtained permission from the Department of Telecommunications (DoT) to provide
international long distance (ILD) and national long distance (NLD) telephony services. It also has the
largest service in Tamil Nadu.
Aircel started as a regional player in Tamil Nadu in 1999. Soon, it became the leading operator in Tamil
Nadu. At one time, Aircel was the fastest growing operator in India. Because of this, it attracted foreign
investments and Malaysian operator Maxis Communications bought a 74 percent stake in the company in
2005 from its Indian owner Chinnakannan Sivasankaran.
In 2010, the company bough 3G and wireless broadband (BWA) spectrum in 13 and 8 circles respectively
in the 2010 spectrum auction. It paid US$1.44 billion ( 79.1 billion) for the 3G spectrum and US$0.76
billion ( 49.76 billion) for BWA. Of this, the company raised $0.88 billion ( 48.3 billion) from
Deutsche Bank, Standard Chartered Bank, HSBC and Barclays. It also took a $0.44 billion ( 24.2
billion) one-year bridge loan from HSBC, Punjab National Bank and Axis Bank. The company, as of
November 2012, has around 1 million 3G customers. It is yet to launch its LTE network. Aircel expects to
launch it in the first quarter of 2013.

23. Uninor
Telewings Communications,(operating under the brand name of Uninor) is an Indian mobile network
operator based in Gurgaon, India. The company is a subsidiary of Telenor Group, a telecommunications
company headquartered in Oslo, Norway, and Telenor currently owns 74% of the stake in Telewings
Communications.
Telewings offers mobile voice and data services based on the GSM technology, on 5 MHz spectrum.
Uninor services are commercially available in 6 circles, covering a population footprint of 600 million
people. Uninor serves more than 3 crore customers in the states of Uttar Pradesh, Uttarkhand, Bihar,
Jharkhand, Maharashtra, Goa, Gujarat and Andhra Pradesh. The mobile service provider targets youth
and other communities within the Indian mass market.
In recent Spectrum auctions Uninor secured fresh spectrum in 4 of its existing circles and in a new circle
of Assam.
Spectrum acquired by Uninor in the 1800Mhz band UP East – 1.8 MHz UP West – 2.0 MHz Bihar and
Jharkhand – 2.2 MHz Andhra Pradesh – 1.4 MHz Assam – 6.0 MHz
Strategy:
Launching its Indian operation, Telenor announced a set of financial targets for the new venture. Uninor
is targeting an 8% pan-India market share, breaking even on EBIDTA within three years of launch and
obtain positive operating cash flow within five years of launch. The operational peak funding requirement
is set at INR 155 billion.
Uninor’s strategy to reach its targets is based on three strategic pillars;
 servicing the basics,
 excellence in mass market distribution and
 cost efficient operations

24. Chapter 3
LITERATURE REVIEW

25. Stefan BOhler, Ralf Dewenter & Justus Haucap (2005) examines the causes and effects of mobile
number portability WMNP) and provides a survey of its implementation in Europe and Wefirst
examine the competitive effects and the costs of introducing MNP.
Stefan Buehler (2007) examines the consequences of introducing mobile number portability (MNP).
As MNP allows consumers to keep their telephone number when switching providers, it reduces
consumers’ switching costs. However, MNP may also cause consumer ignorance if telephone
numbers no longer identify networks.
Surabhi Jain (2010) with current scenario, if a customer is dissatisfied on the service by mobile
operator either he has to reluctantly accept the service or switch to another service provider that he
wishes. This paper highlights the importance of mobile number portability (MNP) which enables
mobile telephone users to retain their mobile telephone numbers when changing from one mobile
network operator to another. And requirements and compatibility for switching the network as
mobile number is used for all business and family correspondence. This paper provides an in-depth
description of how it affects the switching cost for consumer, it also include various flavors of call
routing implementation, mobile messages (SMS, MMS) to a number once it has been ported. Despite
of so many networks why user wants to switch to other network will be discussed in this paper. The
research paper addressed various arguments related to the pros and cons of mobile number portability
such as How Could MNP Disrupt Mobile Service Providers and how can Mobile Service Providers
Benefit from MNP? A more pronounced effect of MNP is likely to be an increased focus on
improving the customer experience. The research papers also give an insight into the disruptive effect
of MNP on Indian Telecom Industry.
Dong H. Shin (2007) investigate the effect of mobile number portability (MNP) on mobile
subscribers in Korea by focusing on subscribers' perception and behavior related to MNP. Statistical
analyses in this study reveal that subscribers perceive the switching barrier still as high, discouraging
subscribers from switching carriers. While MNP lowered switching costs considerably, a significant
level of switching costs still remains despite MNP. Carriers develop new subscriber lock-in strategies
that make them stay with current carriers. In addition, there are hidden costs other than MNP that
should burden subscribers with number portaging.
Dr.V. Kumaravel (2009) Mobile number portability permits to a mobile subscriber to switch
operators without changing his/her telephone number. This research paper describes that Impact of
Mobile Number Portability on Mobile Users Switch over Behavior-Indian Mobile Market. Mobile
number portability is now a crucial issue for mobile service providers. The most challenging job for
the present day is that retain existing mobile customers. The mobile operator’s ability to retain its
customer has a direct impact on its profitability and effectiveness. Losing a customer will affect the
mobile operators in terms of cost.
Sanjeet Singh (2010) the paper evaluates the customer perception and expectation from MNP.
―Mobile Number Portability‖ means the facility, which allows a subscriber to retain his mobile
telephone number when he moves from one cellular service Provider to another irrespective of the
mobile technology or from one cellular mobile technology to another of the same Access Provider.
The mobile portability is the process to change the mobile company without changing your mobile

26. number. The study mainly concentrates in north India and the companies, which are available and
popular in the north India.
Tülin Durukan (2009) Mobile number portability is defined as a system that allows consumers to
change operator without a necessity of changing the mobile phone number. the aim of this study, the
effects of the mobile number portability application are examined theoretically at first. Then, the
relationships among ―mobile number portability application satisfaction‖, ―perceived public
illumination activities‖ and ―knowledge (information level) about the application‖ with ―the intention
to change the operator (switching intention)‖ are scrutinized and the results are interpreted.
Especially nowadays the global crisis is tried to overcome, taking into consideration of results, which
is obtained from such scientific studies, is crucial to reach the aimed results of these kinds of
consumer centric regulations.
A K Talukder (2010) Growth in telecommunications population directly impacts the economy.
Advanced economies have discovered that mobile number portability (MNP) helps the economy.
Keeping this in mind, this paper proposes a technology solution for SMS data portability in MNP
scenario. It provides experimental results to support such a claim. Indian Institute of Science.
Dr. V. Mallikarjuna, Dr. G. Krishna Mohan, Dr. D. Pradeep Kumar, The present study employs
discriminate function analysis and independent-samples t-test to identify the key differentiating
factors that discriminate brand loyal customers from switchers among the mobile users in AP
telecom circle of India. Satisfaction of customer with network access, call tariffs, customer care,
network coverage and use of mobile for voice calls or MMS are found have strong discriminating
power between the loyal customers and switchers. Mobile operators in India have to invest in
network and technology to improve the coverage, connectivity and speed. Improvement in the quality
of basic service – the voice calls will prove to be an excellent strategy for enhancing customer
loyalty.
Studies on Mobile Number Portability and its effects are conducted by various researchers and
authors in many countries. Major focus of theses researches focus around implementation of Mobile
Number Portability, policy and regulatory benefits, market competition, benefits to the customers,
switching costs, etc.
Klemperer (1995) defines switching costs as a result of ―a consumer’s desire for
compatibility between his current purchase and a previous investment.‖ Consumers are less attracted by a
price cut and have less elastic demand. Consumers are less attracted by reduced price and they
have less elastic demand. The overall effect of reduction in switching costs is unclear. Dong Hee
Shin (2006) conducted a study on 684 U.S. cell phone subscribers to know the perceptions and
behavior of subscribers and its effect of Mobile Number Portability. It was found that switching
barriers such as switching cost and other hidden costs were perceived high by the subscribers.
Mobile companies used lock-in method to hinder switching by the customers. The findings imply
that Mobile Number Portability has more directly affected the industries to a greater extent than
subscribers.
Studies conducted by Gans et al. (2001), Reinke (1998), and Aoki et al. (1991) describe
costs and benefits of Mobile Number Portability for customers. Gans et al. (2001) opine that socially
efficient results can be attained due to MNO. Reinke (1998) suggests that Mobile Number Portability
implementation means can ensure or threaten competition. Aoki et al. (1991) Mobile Number
Portability can reduce switching costs for the customers.

27. Time and process of implementing Mobile Number Portability are the biggest problems before
policy maker of the country (Park Myeong-Cheol, Kim Dan, Lee Sang-Woo, Demand for Number
Portability in the Korean Telecommunications Market: Contingent Valuation Approach, Journal of
Global Information Management, vol 15, No. 1, January-March 2007). So far studies done
on Mobile Number Portability focus on benefits of Mobile Number Portability and how to maximize
effectiveness of Mobile Number Portability. There are not many empirical researches done on
Mobile Number Portability. Park et al. conducted one of the pioneer studies estimating customer
demand for Mobile Number Portability, applying Cost-Benefit Analysis using empirical data
collected from mobile service providers. The study examined how customers’ estimated willingness
to pay for Mobile Number Portability varies with socio-economic characteristics (age, gender,
income, education, etc.), is there any brand effect problem in Korean telecom industry, and finding
out the way of implementing Mobile Number Portability in Korean cellphone market which will not
affect the competition negatively. The study estimated the demand for Mobile Number Portability
among Korean mobile service subscribers found existence of a difference in Mobile Number
Portability demand among subscribers and service providers. The study revealed that demand for
Mobile Number Portability was higher than estimated considering average monthly payment of the
subscribers. One of the limitations of this study is that results of the study do not give complete
economic analysis of Mobile Number Portability.
Stefan and Justus (2004) analyzed relationship between competition and ignorance by the customers
about Mobile Number Portability. They examined that Mobile Number Portability eliminates switching
cost and affect the ignorance by the customers about Mobile Number Portability as well. They introduced
analytical framework showing results of the analysis done. It shows that Mobile Number Portability is
going to bring substantial changes in mobile services market. Mobile service providers, landline phone
customers, and mobile phone customer-these three groups get affected by Mobile Number Portability.
The research also discusses policy implications and social welfare effect of Mobile Number Portability.
Mobile Number Portability will decrease aggregate profits of cellphone service providers. Mobile
Number Portability increases the variable prices paid by fixed network customers. Cellphone users are not
likely to get benefits from Mobile Number Portability in case mobile networks are close substitutes
of one another. The study shows that in severe competition among market players, Mobile Number
Portability does not affect customers’ decision regarding subscribing. Though benefits of Mobile
Number Portability are relatively little, toll-free enquiry numbers, acoustic signal etc. alternatives
generate benefits provided implementing these alternatives is not expensive and they do not disturb
the customers much.
Sheikh Taher Abu (2010) analyzed the effect of technological innovations and
competition policies on the diffusion of 3G mobile phones in Japan. The research identified the
factors promoting 3G cellphones in Japan. The author developed an estimation model taking
variables such as number of subscribers to 3G mobile phone services, GDP and charges, competition
policies, and technological innovations. This research included innovations and competition
strategies of the major service providers of Japan i.e. NTT DoCoMo, au (KDDI) and Softbank.
Nakamura (2010) carried out research to estimate switching costs involved in changing mobile
service provider in Japan. Nakamura found that government policy related to SIM locks does not
exist in Japan. Mobile phone market in Japan is saturated. This type of policy can improve portability
of cellphone handset. It can also reduce switching costs incurred by the cellphone users while
changing network providers as market competition can be boosted up.
Shi, Chiang, and Rhee (2006) studied relationship of switching costs with price competition and
related the analytical results to the empirical evidence from Hong Kong market. This study focuses
on how price competition and market shares of the firms are affected by reduction in switching costs.
They suggested that switching costs can be reduced by implementing Wireless Number Portability.

28. Incurring positive interconnection costs, the companies charge lower call charges within the same
networks rather than for calls between the networks. Research concludes that consumer switchingcosts
tend to increase the firms’ abilities to exploit their existing customers and to reduce the firms’
incentives to attract new customers.
Viard (2007) carried out to determine whether switching costs
make markets more or less competitive by analyzing the case of toll free number portability. First
examination was carried out for long-distance services through contracts of AT&T virtual private
network services. Second examination was carried for unbundled services offered by MCI and
AT&T. Findings show that portability had no significant effect on prices for toll services, which
were always portable. The author estimated that portability lowered toll-free prices by approximately
fourteen percent for the average customer and concluded that companies reduced their prices when
switching costs declined.
So far various researchers have focused on Mobile Number Portability and its related aspects such as
implementation, pricing, costs etc. Much research is not done by directly asking the cellphone users
about whether they are satisfied with the current MSP, their preferences to make use of MNP, and
the reasons if any. The present research is an outcome of a need felt for investigating these aspects.
Conducting research just after when MNP is launched in India will give better suggestions to the
MSPs as to how MSPs should prepare and react to customers’ plans.

29. Chapter 4
RESEARCH METHODOLOGY

30. 4.1 Objectives of the proposed Research Study:
The project would mainly focus on the following objectives
 To investigate the effects of Mobile Number Portability on mobile phone users in Telecom Circle
 To determine the response of users towards Mobile Number Portability.
 To explore the factors motivating the users towards Mobile Number Portability
 To explore factors inhibiting the users towards Mobile Number Portability.
 Discover the Consumer’s reaction towards the concept of Mobile Number Portability
4.2 Scope of the Research Study:
It is aimed to study on customer experience and expectation towards mobile number portability. How
many users have been transferred their number in other service provider in city area.
4.3 Research Methodology of the proposed Research Study:
The research methodology mainly includes following;
4.3.1 Source of Information
I have made the use of both primary and secondary data sources of information
4.3.1.1 Primary Data
I have conducted the questionnaire to study experience and expectation of different
customer who have done mobile number portability in order to study primary data.
4.3.1.2 Secondary Data
The secondary data have been obtained from published as well as unpublished search
engine, newspapers, books, magazines, journals, websites the other relevant information.
4.3.2 Research Instruments
I have made use of structure non-disguised questionnaire as research instruments for the
collection of primary data

31. 4.3.3 Sampling Design
Sampling decision includes followings:
4.3.3.1 Representative Sample: the people, who have done mobile number portability, will be
considered as representative sample of proposed study.
4.3.3.2 Sampling Frame: The data will be collected from the people who are holder of mobile
number portability, therefore, the data will be based on customer expectation and experience.
4.3.3.3 Sampling Size: Appropriate number of sampling size will be put to use for the purpose of
collecting primary data from the selected people from different group. The sampling size will be
100.
4.3.3.4 Sampling Design and Method: The method of sampling would be random stratified
sampling.
4.3.3.5 Sampling Media: The sampling media would be personal interview of the customers and
filling up of the questionnaire.
4.4 Data analysis and interpretation
As the Project work is in the nature of Exploratory and Descriptive type, it will involve the complete
picture of customer preference on mobile number portability. The collected data will be analyzed using
appropriate charts, Graphs, Diagrams, and Statistical techniques. The interpretation of the data will be
presented in the form of comparative tables as well as relevant diagram.

32. Chapter 5
DATA ANALYSIS & INTERPRETATION

33. 5.0 Data analysis:
Following are the question for data analysis:
Q.2 Gender:
Gender Frequency Percent (%)
Male 68 68
Female 32 32
Total 100 100.0
Interpretation
As above Diagram shows in the question of gender males score are high in numbers of 68.3% it means 69
males, whereas females are only 32 in the study
68%
32%
Gender
Male
Female

34. Q.3 Age Group:
Age Group
(In yrs.)
Frequency
(in numbers)
Percent (%)
18-25 35 35
25-30 29 29
30-35 20 20
35 yrs & above 16 16
Total 100 100.0
Interpretation
As the graph shows out of 100 percent respondents there is four different categories of respondents, in
which 36% people comprises from group of 18-25 years,
Whereas, 2nd
highest number of respondents from age group of 25-30 years. That is 29% respondents.
3rd
highest number of respondent is 20% respondents from age group 30-35 years
And last one 16% respondents from age group 35 years and above.
35%
29%
20%
16%
Frequency
18-25
25-30
30-35
35 yrs & above

35. Q.4 Occupation:
Occupation Frequency Percent (%)
Student 29 29
Self-Employed 14 14
Agriculture 13 13
Salaried 26 26
Professional 17 17
Others 2 2
Total 100 100.0
Interpretation
As we can see in the diagram there is group of students stands at 28%,
Whereas self employed stands at 14% self employed means whose those have their own business
Agriculture people are 13% in the study, salaried people are 26%, and Professional People are 17% and
2% are others
28%
14%
13%
26%
17%
2%
Occupation
Student
Self Employed
Agriculture
Salaried
Professional
Others

36. Combined Interpretation of Gender and Age
Count
Gender
Age (in Years) Total
18-25 25-30 30-35 35 &
Above
Male 27 23 11 7 68
Female 8 6 9 9 32
Total 35 29 20 16 100
Interpretation
As per diagram there 27 Males and 8 Females in age group of 18-25 years,
There are 23 Males and 6 Females in age group of 25-30 years
There are 11 Males and 9 Females in age group of 30-35 years
There are 7 Males and 9 Females in age group of 35 Years and above.
27
23
11
7
8
6
9 9
0
5
10
15
20
25
30
18-25 25-30 30-35 35 & above
Male
Female

37. Q.5 Which Mobile connection do you own?
Cellular Companies Frequency Percent (%)
Airtel 19 19.0
Vodafone 44 44.0
BSNL 11 11.0
IDEA 18 18.0
Aircel 1 1.0
TATA DoCoMo 5 5.0
Reliance 2 2.0
Uninor 0 0
Total 100 100.0
Interpretation
After the mobile number portability 19% respondents from Aietel, 44 % respondents from Vodafone,11
% respondents from BSNL, 18% respondents from Idea, 1% respondents from Aircel, 5% respondents
from Tata DoCoMo , 2% from Reliance communications and 0% from Uninor
On the basis of this data we can easily say that people wants to move from weaker network to powerful
network.
19%
44%
11%
18%
1% 5% 2% 0%
Which Mobile Connection do you own?
Airtel
Vodafone
BSNL
Idea
Aircel
Tata DoCoMo
Reliance
Uninor

38. Q.6 what is the mode of your Mobile Connection?
Mode of Connection Frequency Percent (%)
Pre-Paid Connection 77 77.0
Post-Paid Connection 23 23.0
Total 100 100.0
Interpretation
This the data of the respondents who have done mobile number portability
After the portability there 77% people who are using Pre-paid connection and 23% people are using Post-
paid connection
In Mobile Number Portability Service provider gives you option to choose mode of connection
Because of portability some people willing to change the mode of connection from pre-paid to post-paid
and post-paid to pre-paid.
77%
23%
Mode of your Mobile Connection
Pre-Paid Connection
Post-Paid Connection

39. Combined study of Mobile connection they owned and Mode of mobile connection after Mobile Number
Portability
Service Providers Mode of mobile connection Total
Pre-Paid Post-Paid
Airtel 16 3 19
Vodafone 29 15 44
Bsnl 10 1 11
Idea 14 4 18
Aircel 1 0 1
Tata Docomo 5 0 5
Reliance 2 0 2
Uninor 0 0 0
Total 77 23 100
16
29
10
14
1
5
2
0
3
15
1
4
0 0 0 0
0
5
10
15
20
25
30
35
Pre-Paid
Post-Paid

40. Interpretation
As we can see that this is combined study of Mobile connection they have owned and mode of Mobile
Connection after the Mobile Number Portability,
There are 16 Pre-Paid and 3 Post-Paid respondents are Airtel user,
whereas 29 Pre-Paid & 15 Post-Paid respondents of Vodafone, There are 10 Pre-Paid and 1 Post-Paid
respondent of BSNL,there are 14 Pre-Paid and 4 Post-Paid respondents from Idea network, whereas 1
Pre-Paid and 0 Post-Paid respondents of Aircel, 5 Pre-Paid and 0 Post-Paid connection of Tata DoCoMo,
2 Pre-Paid and 0 Post-Paid respondents from Reliance communications, and there are 0 respondents from
Uninor.
So, this is the combined study in which we founded that everyone wants to move on batter and stronger
network. So there are more people on network like Airtel, Vodafone and Idea.
There is highest frequency/people in Vodafone network who have transfer their number after Mobile
Number Portability

41. Q.7 What was your previous connection?
Service Providers Frequency Percent (%)
V
a
l
i
d
Airtel 6 6.0
Vodafone 3 3.0
BSNL 11 11.0
Idea 10 10.0
Aircel 16 16.0
Tata DoCoMo 22 22.0
Reliance 19 19.0
Uninor 13 13.0
Total 100 100.0
Interpretation
Before the Mobile Number Portability there are % respondents form Airtel, 3% respondents from
Vodafone, 11% respondents from BSNL, 10% respondents from Idea, 16% respondents from Aircel, 22%
respondents from Tata DoCoMo, 19% respondents from Reliance, 13% respondents from Uninor
So, basically there are more number of respondents from poor network coverage who have moved to
stronger network coverage
6% 3%
11%
10%
16%
22%
19%
13%
What was your previous connection?
Airtel
Vodafone
BSNL
Idea
Aircel
Tata DoCoMo
Reliance
Uninor

42. Q.8 what was the previous mode of your Mobile Connection?
Mode of Mobile Connection Frequency Percent (%)
V
a
l
i
d
Pre-Paid Connection 81 81.0
Post-Paid Connection 19 19.0
Total 100 100.0
Interpretation
This the data of the respondents who have done mobile number portability
Before the portability there 81% people who are using Pre-paid connection and 19% people are using
Post-paid connection
In Mobile Number Portability Service provider gives you option to choose mode of connection
Because of portability some people willing to change the mode of connection from pre-paid to post-paid
and post-paid to pre-paid.
81%
19%
What was the previous mode of your
mobile connection?
Pre-Paid Connection
Post-Paid Connection

43. Combined study of Previous Mobile connection they owned and Previous Mode of mobile connection
after Mobile Number Portability
Service
Providers
What was previous mode
of connection
Total
Pre-Paid Post-Paid
Airtel 2 4 6
Vodafone 3 0 3
BSNL 8 2 11
Idea 9 2 10
Aircel 12 4 16
Tata Docomo 18 4 22
Reliance 16 3 19
Uninor 13 0 13
Total 81 19 100
2
3
8
9
12
18
16
13
4
0
2 2
4 4
3
0
0
2
4
6
8
10
12
14
16
18
20
Airtel Vodafone BSNL Idea Aircel Tata
DoCoMo
Reliance Uninor
Pre-Paid
Post-Paid

44. Interpretation
As we can see that this is combined study of previous Mobile connection they have owned and previous
mode of Mobile Connection after the Mobile Number Portability,
There are 2 Pre-Paid and 4 Post-Paid respondents are Airtel user,
whereas 3 Pre-Paid & 0 Post-Paid respondents of Vodafone, There are 8 Pre-Paid and 2 Post-Paid
respondent of BSNL,there are 9 Pre-Paid and 2 Post-Paid respondents from Idea network, whereas 12
Pre-Paid and 4 Post-Paid respondents of Aircel, 18 Pre-Paid and 4 Post-Paid connection of Tata
DoCoMo, 16 Pre-Paid and 3 Post-Paid respondents from Reliance communications, and there are 13 Pre-
Paid and 0 Post-Paid respondents from Uninor.
So, this is the combined study in which we founded that everyone wants to move on batter and stronger
network. So there are more people on network like Airtel, Vodafone and Idea.
There is highest frequency/people in Tata DoCoMo network before the portability.

45. Q.9 Why you gone for Mobile Number Portability?
Reasons Frequency Percent (%)
Just to try MNP 25 25.0
Dissatisfied with past connection 61 61.0
No, I’m willing to switch 14 14.0
Total 100 100.0
Interpretation
As we can see that in the diagram there are 25% respondents who have done portability just to try it.
There are 61% respondents who were dissatisfied with their past service provider so they have done
mobile number portability.
And there are 14% respondents who were satisfied with their past service provider after then they have
done because of their willingness.
25%
61%
14%
0
10
20
30
40
50
60
70
Just ti try MNP Dissatisfied with past
connection
No, I'm willing to switch
Why you gone for Mobile Number
Portability?

46. Q.10 what was the basic reason to left previous service provider?
Reasons Frequency Percent (%)
Connectivity 18 18.0
Tariff rates 8 8.0
Call drops 14 14.0
Network Coverage 40 40.0
Customer Services 10 10.0
Desire Services 4 4.0
Others 6 6.0
Total 100 100.0
Interpretation
As we can see in the diagram there 40% people who were suffering from the problem of network
coverage, there are 18% people who left previous connection because of connectivity problem i.e related
to internet. There are 14% people who left connection because Call Drops i.e technical matter when two
persons are talking with each other and because of technical problems call drops or we can’t hear voice of
opposite person. There are 10% people who left previous connection because of bad Customer Service.
There are 8% people who left previous connection because irrelevant Tariff Rates. There are 6% people
those have no reason to change these people are those who have done MNP just to try. There are 4%
people who left previous connection because they doesn’t getting Desire Service Packs.
18%
8%
14%
40%
10%
4%
6%
What was the basic reason to left previous
service provider?
Connectivity
Tariff Rates
Call Drops
Network Covarage
Customer Services
Desire Service Packs
Others

47. Q.11 After portability, are you satisfied with it?
Yes/No Frequency Percent (%)
Yes 91 91.0
No 9 9.0
Total 100 100.0
Interpretation
In the above question there are 91% respondents who are satisfied after mobile number portability, and
there are 9% respondents are not satisfied after portability
This question is related with the process of mobile number portability, that problems faced by customer
after mobile number portability. Problems like Network coverage, connectivity, customer service etc.
91%
9%
0
10
20
30
40
50
60
70
80
90
100
Yes No
After portability, are you satisfied with it?

48. Q.12 According to your expectation they are providing you good services to you?
Yes/No Frequency Percent (%)
Yes 83 83.0
No 17 17.0
Total 100 100.0
Interpretation
In the above question there are 83% respondents who believe that According to expectation they are
getting good services after Mobile Number Portability, and there are 17% respondents who believe that
According to expectation they are not getting good services after Mobile Number Portability
This question is related with the services of the service provider that they are providing after portability to
their customers. It includes Good Connectivity, Reliable Tariff Rates, Good Network Coverage, Batter
Customer Services, Desire Service Packs etc.
83%
17%
0
10
20
30
40
50
60
70
80
90
Yes No
According to your expectation they are
providing you good services to you?

49. Q.13 As you expected, which services are good after portability?
Services Frequency Percent (%)
V
a
l
i
d
Connectivity 26 26.0
Tariff Rates 17 17.0
Network Coverage 29 29.0
Customer Services 12 18.0
Desire Service Packs 9 10.0
Call Drops 7 100.0
Total 100 100.0
Interpretation
As per the pie chart we can see that, there are 26% respondents are believed that Connectivity is good
after Mobile Number Portability. 17% respondents are satisfied with Tariff Rates, 29% respondents are
believed that Network Coverage is good after Portability. 12% respondents are believed that they are
getting good customer services after portability. 9% respondents are believed that they are getting good
Desire Service Packs and 7& respondents are believed that they are getting rid from the problem of call
drops.
26%
17%
29%
12%
9%
7%
As you expected, which services are good
after portability?
Connectivity
Tariff Rates
Network Covarage
Customer Service
Desire Service Packs
Call Drops

50. Q.14 How they (Past service provider) were trying to retain you?
Frequency Percent (%)
Called you back 94 84.0
Personal Inquiry 6 15.0
Total 100 100.0
Interpretation
As per the diagram we can see that 94% people got call of their past service provider when they applied
for Mobile Number Portability, 6% people had personal inquiry by their service providers.
As usual service providers does not have right to ask personal question to any person. But, some people
faced with it so they have marked on personal inquiry option.
Service providers always give a call to their customers and ask reasons for moving to other service
provider. This may helps them to improve their services and network.
94%
6%
How they (Past service provider) were
trying to retain you?
Called you back
Personal inquiry

51. Q.15 How long you have been used your previous connection?
Frequency Percent (%)
0-6 Months 10 10.0
7-12 Months 39 39.0
1-2 Years 33 33.0
More than 2 years 18 18.0
Total 100 100.0
Interpretation
As per the diagram we can see that data of previous connection of the respondents.
There are 10% respondents who have been used 0-6 month their previous connection. There are 39%
respondents who have been used 7-12 month their previous connection. There are 33% respondents who
have been used 1-2 years their previous connection. There are 18% respondents who have been used more
than 2 years their previous connection.
10%
39%
33%
18%
How long you have been used your previous
connection?
0-6 Months
7-12 Months
1-2 Years
More than 2 years

52. Q.16 From how long you are using new connection after portability?
Frequency Percent (%)
0-6 Months 31 31.0
7-12 Months 35 35.0
1-2 Years 24 24.0
More than 2 years 10 10.0
Total 100 100.0
Interpretation
As per the diagram we can see that data of Current connection after portability.
There are 31% respondents who have been used 0-6 month their current connection after portability.
There are 35% respondents who have been used 7-12 month their current connection. There are 24%
respondents who have been used 1-2 years their current connection after portability. There are 10%
respondents who have been used more than 2 years their current connection after portability.
31%
35%
24%
10%
From how long you are using new
connection after portability?
0-6 Months
7-12 Months
1-2 Years
More than 2 years

53. Q.17 What type of benefits has been provided to you by your previous service provider to retain you
back?
Frequency Percent (%)
Free Balance 31 31.0
Free Internet 30 30.0
Discount on Recharge/Bill 20 20.0
Various Schemes 19 19.0
Total 100 100.0
Interpretation
This pie chart shows that what kind of benefits has been provided to their customers to retain them back.
There are 31% respondents whose were offered by Free Balance, 30% respondents whose were offered by
Free Internet, 20% respondents whose were offered by Discount on Recharge/Bill Payment, 19%
respondents whose were offered by Various Schemes.
31%
30%
20%
19%
What type of benefits has been provided to you by your previous
service provider to retain you back?
Free Balance
Free Internet
Discount on Recharge/Bill
Various Schemes

54. Q.18 If suppose you haven’t gone for mobile number portability than what could be reason for it?
Frequency Percent (%)
Connectivity 13 13.0
Tariff Rates 22 22.0
Call Drops 5 5.0
Network Coverage 25 25.0
Customer Services 12 12.0
Desire Service Packs 19 19.0
Others 4 4.0
Total 100 100.0
Interpretation
In this chart we can see that data of respondents with the reason with if they haven’t gone for mobile
number portability than what could be reason for it…
There are 13% respondents whose reason was connectivity to stick their existing service provider. There
are 22% respondents whose reason was tariff rates to stick their existing service provider. There are 5%
respondents whose reason was call drops to stick their existing service provider. There are 25%
respondents whose reason was network coverage to stick their existing service provider. There are 12%
respondents whose reason was Customer Services to stick their existing service provider. There are 19%
respondents whose reason was Desire Service Packs to stick their existing service provider. There are 4%
respondents with no reason to stick their existing service provider.
13%
22%
5%
25%
12%
19%
4%
If suppose you haven’t gone for mobile number portability than
what could be reason for it?
Connectivity
Tariff Rates
Call Drops
Network Coverage
Customer Services
Desire Service Packs
Others

55. STATEMENTS
Satisfaction with Current Service Provider
Frequency Percent (%)
Strongly Satisfied 30 30.0
Satisfied 49 49.0
Neutral 4 4.0
Dissatisfied 11 11.0
Strongly Dissatisfied 6 6.0
Total 100 100.0
Interpretation
As per this histogram there are 30 respondents whose are strongly satisfied with current service provider.
There are 49 respondents whose are just satisfied with their current service provider. There are 4
respondents whose are neutral i.e. neither satisfied nor dissatisfied with current service provider. There
are 11 respondents whose Dissatisfied with their current service provider. There are 6 respondents whose
are Strongly Dissatisfied with current service provider.
0
5
10
15
20
25
30
35
40
45
50
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
30
49
4
11
6
Satisfaction
with Current
Service
Provider

56. Satisfied with your Past Service Provider
Frequency Percent
Strongly Satisfied 6 11.0
Satisfied 18 37.0
Neutral 31 48.0
Dissatisfied 26 1.0
Strongly Dissatisfied 21 3.0
Total 100 100.0
Interpretation
As per this histogram there are 6 respondents whose are strongly satisfied with past service provider.
There are 18 respondents whose are just satisfied with their past service provider. There are 31
respondents whose are neutral i.e. neither satisfied nor dissatisfied with their past service provider. There
are 26 respondents whose Dissatisfied with their past service provider. There are 21 respondents whose
are Strongly Dissatisfied with past service provider.
0
5
10
15
20
25
30
35
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
6
18
31
26
21
Satisfied with your
Past Service
Provider

57. Services Provided by Current Service Provider (After MNP):
Connectivity:
Frequency Percent (%)
Strongly Satisfied 11 11.0
Satisfied 37 37.0
Neutral 48 48.0
Dissatisfied 1 1.0
Strongly Dissatisfied 3 3.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 11 respondents are Strongly Satisfied with Connectivity,
whereas 37 respondents are Satisfied with Connectivity, there are 48 respondents whose are Neutral i.e.
Neither satisfied nor dissatisfied, there is 1 respondent who is dissatisfied with connectivity, there are 3
respondents whose are Strongly Dissatisfied with Connectivity
0
5
10
15
20
25
30
35
40
45
50
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
11
37
48
1 3
Connectivity

58. Tariff Rates:
Frequency Percent (%)
Strongly Satisfied 57 57.0
Satisfied 26 26.0
Neutral 14 14.0
Dissatisfied 2 2.0
Strongly Dissatisfied 1 1.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 57 respondents are Strongly Satisfied with Tariff Rates,
whereas 26 respondents are just Satisfied with Tariff Rates, there are 14 respondents whose are Neutral
i.e. Neither satisfied nor dissatisfied with Tariff Rates, there is 2 respondents are Dissatisfied with Tariff
Rates, there is 1 respondents whose are Strongly Dissatisfied with Tariff Rates.
0
10
20
30
40
50
60
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
57
26
14
2 1
Tariff Rates

59. Call Drops:
Frequency Percent (%)
Strongly Satisfied
5 5.0
Satisfied
23 23.0
Neutral 49 53.0
Dissatisfied 19 19.0
Strongly Dissatisfied
4 4.0
Total
100 100.0
Interpration
In this histogram we can see that, there are 5 respondents are Strongly Satisfied with Call Drops, whereas
23 respondents are just Satisfied with Call Drops, there are 49 respondents whose are Neutral i.e. Neither
satisfied nor dissatisfied with Call Drops, there is 19 respondents are Dissatisfied with Call Drops, there
are 4 respondents whose are Strongly Dissatisfied with Call Drops.
Call drop means because of technical problems of the network, voice of person can’t go to opposite side.
0
5
10
15
20
25
30
35
40
45
50
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
5
23
49
19
4
Call Drops

60. Network Coverage:
Frequency Percent (%)
Strongly Satisfied
19 19.0
V
a
l
i
d
Satisfied
41 41.0
Neutral 39 39.0
Dissatisfied 1 1.0
Strongly Dissatisfied
0 0.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 19 respondents are Strongly Satisfied with Network Coverage,
whereas 41 respondents are just Satisfied with Network Coverage, there are 39 respondents whose are
Neutral i.e. Neither satisfied nor dissatisfied with Network Coverage, there is 1 respondent who is
Dissatisfied with Network Coverage, there is 0 respondent whose Strongly Dissatisfied with Network
Coverage.
0
5
10
15
20
25
30
35
40
45
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
19
41
39
1 0
Network Coverage

61. Customer Service:
Frequency Percent (%)
Strongly Satisfied 40 40.0
Satisfied 27 27.0
Neutral 22 22.0
Dissatisfied 10 10.0
Strongly Dissatisfied 1 1.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 40 respondents Strongly Satisfied with Customer Service,
whereas 27 respondents are just Satisfied with Customer Service, there are 22 respondents whose are
Neutral i.e. Neither satisfied nor dissatisfied with Customer Service, there are 10 respondents Dissatisfied
with Customer Service, there is 1 respondent whose Strongly Dissatisfied with Customer Service.
0
5
10
15
20
25
30
35
40
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
40
27
22
10
1
Customer Service

62. Desire Service Packages:
Frequency Percent
Strongly Satisfied 28 28.0
Satisfied 39 39.0
Neutral 26 26.0
Dissatisfied 6 6.0
Strongly Dissatisfied 1 1.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 28 respondents Strongly Satisfied with Desire Service
Packages, whereas 39 respondents are just Satisfied with Desire Service Packages, there are 26
respondents whose are Neutral i.e. Neither satisfied nor dissatisfied with Desire Service Packages, there
are 6 respondents Dissatisfied with Desire Service Packages, there is 1 respondent whose Strongly
Dissatisfied with Desire Service Packages.
0
5
10
15
20
25
30
35
40
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
28
39
26
6
1
Desire Service Packges

63. Internet Service:
Frequency Percent
Strongly Satisfied 16 2.0
Satisfied 41 9.0
Neutral 32 32.0
Dissatisfied 9 41.0
Strongly Dissatisfied 2 16.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 16 respondents Strongly Satisfied with Internet Service,
whereas 41 respondents are just Satisfied with Internet Service, there are 32 respondents whose are
Neutral i.e. Neither satisfied nor dissatisfied with Internet Service, there are 9 respondents Dissatisfied
with Internet Service, there are 2 respondents Strongly Dissatisfied with Internet Service.
0
5
10
15
20
25
30
35
40
45
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
16
41
32
9
2
Internet Service

64. Services Provided by Past Service Provider (Before MNP):
Connectivity
Frequency Percent
Strongly Satisfied 3 9.0
Satisfied 7 31.0
Neutral 50 50.0
Dissatisfied 31 9.0
Strongly Dissatisfied 9 1.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 3 respondents are Strongly Satisfied with Connectivity,
whereas 7 respondents are Satisfied with Connectivity, there are 50 respondents whose are Neutral i.e.
Neither satisfied nor dissatisfied, there are 31 respondent whose dissatisfied with connectivity, there are 9
respondents whose are Strongly Dissatisfied with Connectivity.
0
5
10
15
20
25
30
35
40
45
50
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
3
7
50
31
9
Connectivity

65. Tariff Rates
Frequency Percent
Strongly Satisfied 2 2.0
Satisfied 6 6.0
Neutral 24 24.0
Dissatisfied 48 48.0
Strongly Dissatisfied 20 20.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 2 respondents are Strongly Satisfied with Tariff Rates,
whereas 6 respondents are just Satisfied with Tariff Rates, there are 24 respondents whose are Neutral i.e.
Neither satisfied nor dissatisfied with Tariff Rates, there is 48 respondents are Dissatisfied with Tariff
Rates, there are 20 respondents whose are Strongly Dissatisfied with Tariff Rates.
0
5
10
15
20
25
30
35
40
45
50
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
2
6
24
48
20
Tariff Rates

66. Call Drops
Frequency Percent (%)
Strongly Satisfied 1 1.0
Satisfied 4 4.0
Neutral 28 28.0
Dissatisfied 40 40.0
Strongly Dissatisfied 27 27.0
Total 100 100.0
Interpretation
In this histogram we can see that, there is 1 respondent who Strongly Satisfied with Call Drops, whereas 4
respondents are just Satisfied with Call Drops, there are 28 respondents whose are Neutral i.e. Neither
satisfied nor dissatisfied with Call Drops, there is 40 respondents are Dissatisfied with Call Drops, there
are 27 respondents whose are Strongly Dissatisfied with Call Drops.
Call drop means because of technical problems of the network, voice of person can’t go to opposite side.
Here in this analysis Call Drops is taken as negatively, so this analysis shows dissatisfaction of customers.
0
5
10
15
20
25
30
35
40
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
1
4
28
40
27
Call Drops

67. Network Coverage
Frequency Percent
Strongly Satisfied 2 2.0
Satisfied 6 6.0
Neutral 39 39.0
Dissatisfied 32 32.0
Strongly Dissatisfied 21 21.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 2 respondents are Strongly Satisfied with Network Coverage,
whereas 6 respondents are just Satisfied with Network Coverage, there are 39 respondents whose are
Neutral i.e. Neither satisfied nor dissatisfied with Network Coverage, 32 respondent who are Dissatisfied
with Network Coverage, there are 21 respondents whose Strongly Dissatisfied with Network Coverage.
0
5
10
15
20
25
30
35
40
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
2
6
39
32
21
Network Coverage

68. Customer Service
Frequency Percent
Strongly Satisfied 1 1.0
Satisfied 12 12.0
Neutral 29 29.0
Dissatisfied 42 42.0
Strongly Dissatisfied 16 16.0
Total 100 100.0
Interpretation
In this histogram we can see that, there is only 1 respondent who is Strongly Satisfied with Customer
Service, whereas 12 respondents are just Satisfied with Customer Service, there are 29 respondents whose
are Neutral i.e. Neither satisfied nor dissatisfied with Customer Service, there are 42 respondents
Dissatisfied with Customer Service, there are 16 respondent whose Strongly Dissatisfied with Customer
Service.
0
5
10
15
20
25
30
35
40
45
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
1
12
29
42
16
Customer Service

69. Desire Service Packages
Frequency Percent(%)
Strongly Satisfied 2 2.0
Satisfied 10 10.0
Neutral 25 25.0
Dissatisfied 36 36.0
Strongly Dissatisfied 27 27.0
Total 100 100.0
Interpretation
In this histogram we can see that, there are 2 respondents Strongly Satisfied with Desire Service
Packages, whereas 10 respondents are just Satisfied with Desire Service Packages, there are 25
respondents whose are Neutral i.e. Neither satisfied nor dissatisfied with Desire Service Packages, there
are 36 respondents Dissatisfied with Desire Service Packages, there are 27 respondents who’re Strongly
Dissatisfied with Desire Service Packages.
0
5
10
15
20
25
30
35
40
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
2
10
25
36
27
Desire Service Packages

70. Internet Service
Frequency Percent(%)
Strongly Satisfied 1 1.0
Satisfied 5 5.0
Neutral 28 28.0
Dissatisfied 40 40.0
Strongly Dissatisfied 26 26.0
Total 100 100.0
Interpretation
In this histogram we can see that, there is 1 respondent who’s Strongly Satisfied with Internet Service,
whereas 5 respondents are just Satisfied with Internet Service, there are 28 respondents whose are Neutral
i.e. Neither satisfied nor dissatisfied with Internet Service, there are 40 respondents Dissatisfied with
Internet Service, there are 26 respondents Strongly Dissatisfied with Internet Service.
0
5
10
15
20
25
30
35
40
Strongly
Satisfied
Satisfied Neutral Dissatisfied Strongly
Dissatisfied
1
5
28
40
26
Internet Service