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Determinants of Customers’ Intention to ‘Port’ Mobile Phone Numbers in Times of Proliferating use of Multi-Sims
Department of Marketing, Nnamdi Azikiwe University, Awka, Nigeria..
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration.
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration.
2017 (English)In: International Journal of Applied Business and Economic Research, ISSN 0972-7302, Vol. 15, no 22, p. 621-643Article in journal (Refereed) Published
Abstract [en]

This paper investigates factors that influence customers’ intentions to “port” mobile numbers in the Nigerian mobile telecommunications market. The study specifically investigates the effects of service quality, customer satisfaction, switching barriers and multiple SIMs on customers’ intentions to port their numbers to a new provider. A sample of 363, a cross-section of mobile phone subscribers in Anambra State, Nigeria, was surveyed and their responses analysed using simple percentages and descriptive statistics. Regression analyses were used to test the hypotheses, and the results confirm the effects of service quality, customer satisfaction, switching costs and attractiveness of the alternatives on porting intention. The effect of multiple SIM cards was, however, not confirmed. Demographic effects were also found, with age and occupation influencing subscribers’ intentions to port. Implications of the study include that regulatory efforts should be geared towards increasing consumer education on mobile number portability (MNP) and licensing of universal SIM cards to allow porting between operators with short codes. Efforts should also be made to improve service quality and increase brand attractiveness. The paper discusses the contributions and implications for theory, society/policy and managers.

Place, publisher, year, edition, pages
Serials Publications , 2017. Vol. 15, no 22, p. 621-643
Keywords [en]
Technology adoption, Mobile number portability (MNP), Service quality, Telecommunications, Nigeria
National Category
Business Administration Telecommunications
Identifiers
URN: urn:nbn:se:hig:diva-27300OAI: oai:DiVA.org:hig-27300DiVA, id: diva2:1222667
Available from: 2018-06-21 Created: 2018-06-21 Last updated: 2018-09-07Bibliographically approved

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Osarenkhoe, AihieFjellström, Daniella

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf