This paper examines the analytical modeling of mobile phone subscribers’ switching behavior among the four major mobile telecommunication network service providers in Nigeria, using primary data collected through questionnaire from the mobile-phone subscribers of three higher institutions in Lagos, Nigeria. Data collected through the questionnaire was collated and structured to suit the modeling framework of Markov chain process. The findings reveal that many subscribers still hold multiple SIMs of network providers, unlike other countries where people have embraced Mobile Number Portability (MNP), thereby compelling the network providers to improve their quality of services to retain existing subscribers and attract potential customers who will switch from other service providers.

Switching of mobile phone subscribers from one service provider to another is one of the major phenomena that can make or mar the survival as well as the profitability of any mobile telecommunication firm depending on whether the firm is receiving from or losing the subscribers to the other network providers. The importance of communication to human life cannot be overemphasized, as it has been observed that an average human being keeps mobile phone at arm’s length all the time, even while sleeping. This suggests that the huge investment made by Global System for Mobile Communication (GSM) network provider(s) individually and collectively can be threatened by an unguided movement of customers from a network provider to that of competitors. Besides, ITU (2003) described mobile communication as the primary form of access, increasing exchange of information on trade or health services, contributing to development goals as well as personalized traits that changes both business and social interaction in the developing countries, making it relevant to most human endeavour.

Operations Management Journal, Modeling, Switching Behavior, Nigerian Communications Commission (NCC), Multiple-SIM, GSM Subscribers, Nigeria, Mobile Number Portability (MNP), Global System for Mobile Communication (GSM).