Index of Paper Presentations for the Parallel Sessions - Academy of ...

Kapoor 1 reported that business subscribers mostly from the postpaid category are more likely to shift theirservice providers‘ gears, while the prepaid, low and medium spenders are not likely to be motivated toswitch. He suggested that, as the market grows and hyper-competition takes effect, retention of the righttype of customers will become critical. He also argued that there is a powerful opportunity for operators todrive in-bound porting of high-value subscribers, provided that they have a good understanding of who ismore likely to switch. According to a Nielsen survey on MNP, more than half (55%) of all respondentswere generally satisfied with their mobile operator and 48% were satisfied with the network quality.Satisfaction scores on network quality dropped for almost all operators, with Airtel, BSNL and Relianceregistering the greatest drops. 46% were satisfied with the network coverage area of their operator and43% were satisfied with the price they paid for the mobile phone service by their operator. Other areas ofsatisfaction included customer service experience and quality of voice (both 42%), strength of signal,voice & data tariff options and accuracy of bills (all 41%), indoor coverage (40%), dropped calls (32%).He suggested that loyalty to operators is seen to be higher among lower socio-economic groups, older agegroups, and among females. Also, he suggested that the circles in which subscribers are more likely toshift sue to MNP are Mumbai and Delhi Metro, UP East and West, Gujarat, Rajasthan, Andhra Pradesh,Karnataka, Kerala, and Rest of West Bengal (does not include Kolkata Metro).Aulakh 2 reported that the number of cell phone users who have chosen to avail mobile number portabilityhas hit the 10 million mark in about four-and-a-half months since the national launch of mobile numberportability or MNP. As on May 24, 2011, Vodafone has recorded a net gain of 591,600 new customersfollowed by the Aditya Birla Group-owned Idea Cellular (590,343) and Bharti Airtel (563,460). ―Themovement is largely due to brand perception and brand awareness," says research firm KPMG'stelecommunications head Romal Shetty. Idea gained more customers due to the marketing campaign.Even in this scenario, independent surveys continue to indicate that one out of three customers who areconsidering switching would eventually sign-up with Airtel. Reliance Communications has been thelargest loser whose net loss of over 1 million customers. It lost customers in both CDMA and GSMnetworks, receiving 672,823 port-out requests in GSM, while the CDMA network lost 413, 846customers.Mohit 3 reported that the first-ever opinion poll on MNP was conducted across eight major cities (Delhi,Lucknow, Kolkata, Mumbai, Ahmadabad, Chennai, Bangalore and Hyderabad), covering both men andwomen older than 18 years, between Dec. 15, 2010 and Jan 10, 2011. More than one out of six mobilephone subscribers (17.6%) wanted to switch over to another telecommunications company as they are notsatisfied with current service provider, which means that approximately out of 700 million users 120million users are likely to switch their service provider. BSNL GSM, Reliance CDMA, Reliance GSM &Tata Indicom will be the losers in terms of subscriber base. Women were more loyal subscribers (i.e.)14.3% want to change compared to 18.8% men. The most dissatisfied customers were found in Hyderabad(37.3%), followed by Delhi (23%) and Ahmadabad (19.6%). Post-paid customers (19.3%) were moredissatisfied than pre-paid (17.4%). Finally, MNP is being undermined by the high switching rates (andhence weak loyalty) in the mobile telephone market in India.1 Kapoor. A. (July 30, 2009), ― Impact Of Mobile Number Portability In India – Nielsen Survey, fromhttp://www.watblog.com/2009/07/30/impact-of-mobile-number-portability-in-india-nielsen-survey/.2 Aulakh. G. (May 26, 2011), ―10 million opt for mobile number portability since launch.‖ EconomicTimes, from http://economictimes.indiatimes.com/articleshow/8586943.cms3 Mohit. A., (Jan 22, 2011), ―Mobile Number Portability Survey India – Are You Changing Your PhoneSignal Carrier.‖ from http://www.mobiletipstricks.com/mobile-number-portability-survey-india-are-youchange-your-phone-signal-carrier/