Problem 3.1: Suppose that the SERVQUAL study results for a local grocery store are as follows. The definitions of the categories are:

Reliability The ability to perform the promised service dependably and accurately Assurance The knowledge and courtesy of employees and their ability to convey trust and confidence Tangibles The appearance of physical facilities, equipment, personnel and communication materials Empathy The provision of caring, individualized attention to customer Responsiveness The willingness to help customers and to provide prompt service

Question	Expectation	Perception	Gap Score
Tangible 1	5.48	5.23	-0.25
Tangible 2	5.53	4.98	-0.55
Tangible 3	5.42	5.11	-0.31
Tangible 4	6.62	5.23	-1.40
Reliability 1	6.25	4.97
Reliability 2	6.36	4.97
Reliability 3	5.64	4.76
Reliability 4	6.17	5.03
Reliability 5	5.83	5.05
Responsiveness 1	5.98	4.95
Responsiveness 2	5.96	5.02
Responsiveness 3	6.02	5.15
Responsiveness 4	5.57	4.40
Assurance 1	5.60	4.73
Assurance 2	6.30	5.66
Assurance 3	6.29	5.33
Assurance 4	5.80	4.82
Empathy 1	4.89	4.20
Empathy 2	5.22	4.96
Empathy 3	5.13	4.43
Empathy 4	5.54	4.47
Empathy 5	5.13	4.40

1. Fill out the Gap Score for the rest of the Questions.
2. Which category has the worst Gap score, on average?
3. Which category has the best Gap score, on average?

Think about which questions had the worst ratings. If the company invested in improving its store layout and equipment, would this help fix any of these significant Gaps?