SECTION B (15 MARKS) There are TWO (2) questions in this section. Read the following case-study carefully and answer ALL questions. The researchers of the Research Centre of OneStop University are conducting a study on customer satisfaction aspects among telecommunications users around north Malaysia. A total of 500 people met the demographic requirements to participate in the study. The information below was gathered from numerous literature reviews of both domestic and foreign sources in identifying factors which would determine customers' satisfaction in telecommunication industries. Literature Review In was reported that in Malaysia, the mobile telecommunication sectors are very competitive, and this trend is increasing and expanding (Lim, 2021). The subscribers currently have numerous options to choose from based on their suitability. Thus, to consistently maintain a prominent position in the market, mobile operators must recognize factors related to customers' satisfaction. Many researchers are emphasizing and focusing on this aspect for reasons such as increased competition and enhanced quality (Halliday \& Smith, 2021). A researcher identified that that customers satisfaction is a function of the discrepancy between customers' prior expectation and their perceptions in relation to the purchase (Suzana, 2022). From the perspective of customers satisfaction, Krishnan (2019) justified that the findings of his study indicated that service quality has a great influence in determining customers' satisfaction. Both Anderson and Wong (2019) indicated that customers tend to repurchase products when they find that that are satisfied with the service quality provided by the company. According to Aina (2019), her study among users in Klang Valley discovered that service quality plays a significant role in determining the level of customers' satisfaction. Another important aspect is trust, in which it gained considerable attention in market research as it has been shown to positively affect customers satisfaction (Taufiq, 2021). This is further supported by Shanti (2021) who indicated that trust can be built by a capable process which means that the trustor estimates the ability of the trustee to fulfill his promises. Finally, it is widely discussed in literature that switching costs and customers' satisfaction is highly correlated. Switching cost is defined as the cost involved in changing from one service provider to another. Accordingly, in most markets, consumers face non-negligible costs of switching between different brands of products or services (Rumi, 2019). Thus, the results of a study conducted among users of university students emphasized that the higher the level of switching cost, the higher the level of customers satisfaction and loyalty (Ragu and Eedriz, 2020). Based on the above details, answer all the following questions. Research Methods (BADB3024) September 2022 Special Examination QUESTION 1 a) Identify THREE (3) relevant independent and ONE (1) dependent variable which can be employed by the researchers. (4 Marks) b) Develop TWO (2) hypotheses to explain the relationships between the variables stated in the above scenario. (2 Marks) c) Compose a problem statement of the above study. (3 Marks) d) Describe a suitable data collection technique for the study. (2 Marks) (Total: 11 Marks) QUESTION 2 a) Write a suitable title of study to be conducted by the above-mentioned researchers. (2 Marks) b) Draw a theoretical/conceptual framework for the study, labeling all relevant variables including ONE (1) relevant moderating variable. (2 Marks) (Total: 4 Marks)