Several dimensions or attributes that need to be considered in improving the quality of services are:
1. Timeliness of services, which take into account is the waiting time and processing time, accuracy of service, relating to the reliability of error-free service.
2. Courtesy and hospitality to provide services, especially for those who interact directly with customers from outside such as telephone operators, security guards, drivers, administrative staff, cashiers, concierge, nurses and others. Image of the service industry services is largely determined by those companies that are at the forefront in serving the external customer directly.