Mobile number portability and its impact on service quality in Ghana telecommunication industry

Service quality has become a significant differentiator and the most powerful competitor weapon, which all the service organizations want to possess. The telecommunication sector is one of the competitive sectors which need the attention of the telecommunication service providers on the quality of the service they offering to their customers. The research sought to find whether the service quality rendered to subscribers after the introduction of the mobile number portability (MNP) has improved and whether it is having any effect on consumers (subscribers) in Ghana. The research utilized a survey from 150 respondents from the University of Cape Coast, Cape Coast Polytechnic and Nursing and Midwifery Training College. The study used the simple random sampling. The findings of the research show that, there is no correlation between MNP and quality of service. Also the quality of service after the introduction of MNP has not improved. However lower porting rates were recorded because subscribers perceived that there was homogeneity of services on offer by the various network providers in Ghana i.e. Vodafone, MTN, Tigo, Airtel, Glo and Expresso. Contrary to literature, this research concluded that, MNP service cannot be considered a success. In that, if the threat of porting leads to improved competition among operators, and hence, lower tariffs and better services then the result shows otherwise.