1 st Annual International Interdisciplinary Conference, AIIC 2013, 24-26 April, Azores, Portugal - Proceedings- 263 FACTOR INFLUENCING MOBILE NUMBER PORTABILITY(MNP) IN KENYA: THE CASE OF AFRICA NAZARENE UNIVERSITY Githii Stephen Kagwathi John Njau Kamau Department of Business administration, Africa Nazarene University Mary Muthoni Njau, PhD Candidate University of Nairobi Elias Kiarie Kagiira Department of Business Administration , Africa Nazarene University Abstract: The much awaited mobile number portability took effects in Kenya on April 1st 2011. The objective of porting was to accord consumers flexibility of shifting from one service provider to another without worrying of loosing their preferred numbers. The free movement of subscribers was expected to open a new competition front within the telephony market, with the small operators expected to benefit. However the porting process has not been so smooth. Over a year since the process started, only 47,206 subscribers have switched out of the possible twenty two million. Methodology: The study used descrptive design whereby a sample of 142 subscribers was taken. Ten factors were identified as influencing mobile number portability in kenya. These were exit barriers, cost, process,customer service, satisfaction among others. Key Words: Mobile Number Portability (MNP), Mobile Service Providers Introduction Kim and Shin (2007) defines mobile number portability as the ability for subscribers to retain their phone numbers when changing subscription from one mobile service provider to another. Odunaike (2010), described MNP as having a great opportunity which can increase acquisition and to a greater extent encourage healthy competition among telephone operators. The process however is a complex one and one that require goodwill from all parties involved. Sutherland (2007) noted that MNP although ignored or overlooked in creation of the telcommunication markets, it is becoming a feature that regulatory communissions or bodies are considering necessary to: reduce switching costs; facilitate subscriber choice; and ensure effective competition in the market. Between 2004 and 2008 Communication Commission of Kenya (CCK) carried out a consultations that revealed that the market was ready for Mobile Number Portability (MNP). Based on this the commissions set the deadline to December 2010 but had to deferr it to April 2011 to give mobile service providers more time to acquire and test their equipment (www.cck.go.ke). The process is being facilitated by Porting Access Kenya, CCK and the mobile service providers. The history of MNP started in 1990s whith Singapore implementing a limited version of this functionality, Hongkong implemented in 1999, Spain in 2000, and Australia in 2001 the list go on and on (www.scribd.com). Hence porting is not a new concept and according to CCK, Kenya joins 62 other countries around the world who have implemented it, South Africa and Egypt included. The main objective according to the commission for the service is to depeen the level of competition in the mobile telcommunications market and enhance consemer choice. Shin and Kim (2007) seem to agree that MNP will result to mobile service providers actively competiting and providing innovative as well as improved customer service, in order to retain and expand their subscription base. Prior to the introduction of the service, subscribers have had to use multiple Subscriber Identity Module (SIM) cards or buy two mobile handsets, thus incurring additional unnecessary costs