According to this gap analysis, Which dimension requires most improvement for a better service

by averaging the items pertaining to each dimension. Finally, differences for the dimensions were computed as follows: Perception Expected Tangible difference 6.65 less 6.425 equals 0.225 Reliability difference - 3.4 less 6.02 equals -2.62 Responsiveness difference - 5.525 less 2.4 equals 3.125 Assurance difference - 4.5 less 3.275 equals 1.225 Empathy difference = 2.9 less 5.86 equals -2.96