Based on the different gaps that are depicted in the following diagram, which gap(s) between 1-5 do you think should be the primary concern of Air Selangor? Visit its website at www.airselangor.com to understand the company better, as well as browse the web for news related to Air Selangor, to justify your answer. (6 Marks) Word-of-mouth Personal needs Past experience communications Expected service mer 1 1 GAP 5 (Customer Service) Perceived service External communications to consumers sting rch) GAP 4 (Communication) Service delivery (including pre- and post-contacts) GAP 3 (Conformance) Translation of perceptions into service quality specifications GAP 2 (Design) der Management perceptions of consumer expectations Customer GAP (Marketing Research) Based on the different gaps that are depicted in the following diagram, which gap(s) between 1-5 do you think should be the primary concern of Air Selangor? Visit its website at www.airselangor.com to understand the company better, as well as browse the web for news related to Air Selangor, to justify your answer. (6 Marks) Word-of-mouth Personal needs Past experience communications Expected service mer 1 1 GAP 5 (Customer Service) Perceived service External communications to consumers sting rch) GAP 4 (Communication) Service delivery (including pre- and post-contacts) GAP 3 (Conformance) Translation of perceptions into service quality specifications GAP 2 (Design) der Management perceptions of consumer expectations Customer GAP (Marketing Research)