Which of the dimensions needs improvement?

Exercise 1: Gap Analysis and SERVQUAL surveys at a Hospital Hospital XYZ distributed a SERVQUAL survey to its customers. Thirty customers completed the survey. Survey data can be found here. (1) Fill out the Gap Scores Table below. Here is a template for SERVQUAL calculation if you need one. (2) Determine the service quality dimensions that need improvement. Please provide reasons. \begin{tabular}{|c|c|c|c|} \hline \multicolumn{5}{|c|}{ Gap Scores Table } \\ \hline Dimension & Expectation (Avg.) & Perception (Avg.) & Difference (Expectation - Perception) \\ \hline Tangibles (Q1-4) & 4.37 & 5.13 & 0.76 \\ \hline Reliability (Q5-9) & 5.05 & 4.43 & 0.63 \\ \hline Responsiveness (Q10-13) & 4.71 & 4.10 & 0.61 \\ \hline Assurance (Q14-17) & 4.83 & 4.14 & 0.68 \\ \hline Empathy (Q18-22) & 5.21 & 5.54 & 0.33 \\ \hline \end{tabular}