To determine the dimensions to emphasize, we can use both simple differencing and two$-$dimensional differencing. Both methods suggest that the dimensions that need to be emphasized are Reliability and Empathy.

Therefore, we will develop a process improvement program to address the dimension of Reliability. The program will involve identifying key areas of improvement, setting specific goals and objectives, training employees, monitoring performance, providing feedback and incentives, and continuously evaluating and improving the program to ensure it meets the needs of customers and the business. By implementing this program, we can improve the reliability of service delivery, which should lead to higher customer satisfaction and loyalty. humanize