FedEx developed a $12-$item statistical Service Quality Indicator to measure customer satisfaction and service quality. The index is comprised of customer$-$defined performance standards such as number of missed pick$-$ups, number of lost packages, and number of late deliveries. Each of the performance standards is weighted based on the relative importance of each standard to customers. By developing a Service Quality Indicator that incorporates customer$-$defined performance standards, FedEx is closing provider $\_\_\_\_\_$Blank of the gaps model of service quality.

Multiple Choice

Gap $2($The service design and standards gap$)$

Gap $1($The listening gap$)$

Gap $4($The communications gap$)$

Gap $3($The service performance gap$)$