The averages for different dimensions of service quality were computed by averaging the items pertaining to the dimension. Use the following data to determine the dimensions the dimensions to emphasize. Dimensions Tangible Reliability Responsiveness Assurance Empathy Perception 5.40 3.20 2.45 5.60 1.90 Expectation 1.42 6.40 2.30 3.30 6.40 a) Using simple differencing, determine which dimensions should be emphasized. b) Use two-dimensional differencing to determine which dimensions should be emphasized. c) Based on your findings, chose the most important dimension, and describe how you would develop a process improvement program to address the dimension that needs to be improved.

The averages for different dimensions of service quality were computed by averaging the items pertaining to the dimension. Use the following data to determine the dimensions the dimensions to emphasize. a) Using simple differencing, determine which dimensions should be emphasized. b) Use two-dimensional differencing to determine which dimensions should be emphasized. c) Based on your findings, chose the most Important dimension, and describe how you would develop a process improvement program to address the dimension that needs to be improved