using apa referencing style Show all the steps and write down the formula first. $[10$ marks$]$ b$)$ In product development and customer satisfaction management, different features of a product or service contribute to varying degrees of customer satisfaction. Using the following categories: Must$-$have features $($Basic attributes$),$ Performance features $($Satisfiers$),$ Excitement features $($Delighters$),$ Indifferent features, and Reverse features i$.$ What role do Must$-$have features $($Basic attributes$)$ play in preventing customer dissatisfaction? ii$.$ Explain how Excitement features $($Delighters$)$ can create customer loyalty and differentiate a product in a competitive market. $[10$ marks$]$