Study the information provided below and answer the following questions.

Heskett, Jones, Loveman, Sasser, and Schlesinger$$s $(1994)$ Service$-$Profit Chain $($SPC$)$ theory is a management framework that integrates concepts from marketing, human resources, and organisational behaviour. The SPC theory posits a direct link between a firm$$s internal service climate and its external service value, which ultimately drives firm profitability and growth.

Customer satisfaction is of critical importance in investment and portfolio management. A recent study reported a $30\%$ decline in customer satisfaction among South African investment firms. As an organisational researcher, you have hypothesised that improvement in a certain variable, employee engagement, is likely to yield significant enhancement in another variable, customer satisfaction. You are proposing a quantitative study premised on the SPC theory to investigate whether improvement in employee engagement enhances customer satisfaction at twenty selected South African investment brokerage firms.

Please outline how you would go about conducting the proposed study with reference to the following:

QUESTION $1$

$1\mathrm{.}1$ Based on the requirements prescribed for the proposed study, undertake a detailed analysis of the proposed study in the light of the $5$Ws$.$

$1\mathrm{.}2$ Based on the outcome of the $5$W analysis, formulate a $5$W$-$compliant title suitable for the proposed study.

$1\mathrm{.}3$ Formulate a problem statement for the proposed study.

$1\mathrm{.}4$ State the aim and significance of the proposed study.

$1\mathrm{.}5$ Formulate THREE $(3)$ research objectives and THREE $(3)$ research questions for the proposed study.