APPENDIX A QUESTIONNAIRE FOR MANAGEMENT AND STAFF Dear Respondent, I am a final year students of the Central University College

writing a project on the topic New Product Development in the telecommunication industry, a case study of MTN Ghana limited. This project will help me fulfill a requirement for a bachelorsdegree in business administration, marketing option. The purpose of this questionnaire is to gather the necessary information on the topic, it is purely academic and any information obtained will be held with utmostconfidentiality.Kindly give me your support. Thank you. Please tick () boxes or fill in the blank spaces where appropriate Bio Data 1. Gender: Male ( ) Female ( ) 2. Age distribution of respondents: 18 29( ) 30 39 ( ) 40 49( ) 50 59( ) 60+ ( ) 3. Educational Background of respondents: OLevel/JHS ( ) A Level/SHS ( ) Diploma ( ) Degree ( ) Postgraduate ( ) Others ( ) Body Data 4. Which department do you operate in?......................................................... 5. Why do you develop new product/ services?

Competitive Purposes ( ) Customer Satisfaction Purposes ( ) Expansion/Growth Reasons ( ) 6. Has your NPD impacted on the overall profitability of you firm Yes ( ) No ( ) 7. Which of the following areas as your NPD impacted mostly on? Brand Position ( ) Sales ( ) Competitive Advantage ( ) 8. How often does your management introduce new products? 1-6months ( ) 6-12months ( ) annually ( ) 9. Based on you find back form customers, are they satisfied with your new products? Yes ( ) No ( ) 10. What impact has your NPD had on your marketing performance? Increased market share ( ) reduced market share ( ) maintained market share ( ) 11. At what rate had your NPD attracted customers? Immediately ( ) Almost Immediately ( ) Somewhat Immediately ( ) Not Immediately ( ) 12. To which extent does it increase sales? 1-5% [ ] 6-11% [ ] 12-16% [ ] 17% and above [ ]

13. What rate of profit have you made from deploying NPD.. 14. What challenges do you face internally in the process of new product development? Finance ( ) Human ( ) Operational ( ) Other, Specify.. 15. What are some of the new products/services you have introduce .

14. How often are workers trained on new product development? At least once a year ( ) Once a year ( ) Twice a year ( ) Quarterly ( ) 15. Has management experience any loss in the introduction of a new product? Yes ( ) No ( )

APPENDIX B QUESTIONNAIRE FOR CUSTOMERS OF MTN Dear Respondent, I am a final year students of the Central University College writing a project on the topic New Product Development in the telecommunication industry, a case study of MTN Ghana limited. This project will help me fulfill a requirement for a bachelors degree in business administration, marketing option. The purpose of this questionnaire is to gather the necessary information on the topic, it is purely academic and any information obtained will be held with utmost confidentiality. Kindly give me your support. Thank you. Please tick () boxes or fill in the blank spaces where appropriate Bio Data 1. Gender: Male ( ) Female ( ) 2. Age distribution of respondents: 18 29( ) 30 39 ( ) 40 49( ) 50 59( ) 60+ ( ) 3. Educational Background of respondents: OLevel/JHS ( ) A Level/SHS ( ) Diploma ( ) Degree ( ) Postgraduate ( ) Others ( )

Body Data 4. Number of years you been using the network Less than a year ( ) 1 5years ( ) 6 11years ( ) 12years plus 5. How do you get to know about MTNs NPD release? Radio ( ) Text Message ( ) Internet ( ) Advertisement ( ) Others . 6. At what rate do you adopt newly developed products Immediately ( ) As soon as possible ( ) It takes a longer time ( ) 7. Are you satisfied with new products from MTN? Yes ( ) No ( ) 8. Are you involved with NPD process of the company? Yes ( ) No ( ) Sometimes ( ) 9. Do you encounter challenges when using new product? Yes ( ) No ( ) 10. If yes to the above what are the challenges you encounter . 11. What impact has NPD from the firms had on you? Positive Brand Image and Sales ( ) Negative Brand Image and Sales ( ) Neutral ( ) 12. Who would you rate their NPD timing? Timely ( ) Not Timely ( ) Competitively ( )