please help me answer this

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) Personal needs Word -of-mouth communications Past experience Expected service Customer GAP 5 (Customer Service) Perceived service External communications to consumers Service delivery (including pre- and post-contacts) GAP 1 (Marketing Research) 1 1 GAP 3 (Conformance) GAP 4 (Communication) 1 Translation of perceptions into service quality specifications 1 GAP 2 (Design) 1 Provider Management perceptions of consumer expectations