FORECASTING CUSTOMER MOBILE NUMBER PORTABILITY (MNP) INTENTIONS AND CUSTOMER SATISFACTION OF SELECTED STATES IN NIGERIA: A CASE STUDY OF MTN NIGERIA.

Abstract

The purpose of this article is to forecast customer mobile number portability (MNP) intentions and customer satisfaction of telecommunication service in selected states of Nigeria, using Mobile Telecommunication Network (MTN) Nigeria as a case study. The research was propelled to empirically measure customer satisfaction before and after a successful network porting. The type of data used is primary and secondary, and their sources are from subscribers visiting the MTN Nigeria service centers in Rivers State, Abia State and Bayelsa State. The sampling technique applied for this study is the stratified random sampling via administration of structured questionnaire to 1200 selected respondents. Chi-square was used to confirm the significance of the variables. The result confirms that bad network, customer service, high tariff, value added services, quality of network service, customer satisfaction and behavioral intentions contribute to generating customer satisfaction and intention to port out of the network. The research also discovered other factors that can affect customer satisfaction and increase the switching intentions of customer which are Reliability, Responsiveness and Empathy. Drawing inferences from the results discovered through the analysis of the data from the various states within the study area, it is therefore recommended that a policy be passed to safe guard telecommunication facilities in all locations by engaging both the police and local community vigilante groups. It was also recommended that a close look into the activities of the industrial training fund (ITF) be investigated and they are mandated to make sure all customer service staffs are well trained adequately in their different areas of specializations.