Abstract
Many developing cities are trying to improve their public transportation systems. Thus, study into the characteristics of each city's public transport services is needed. The motive of this study is to elaborate the specific characteristics of service quality in public transport for three Indonesian cities, i.e. Jakarta, Bandung, and Yogyakarta. The objective is to compare the importance of service quality attributes in these three cities. Study results show that each attribute is perceived as having a different level of importance. Comparisons among cities for each attribute show that six out of 15 attributes are significantly perceived as different. Further analysis shows that these cities have similarities as well as differences. Each city's users are unique, implying that the existing generalized approach for all cities in a big country like Indonesia is doubtful. A unique approach which accounts for each city's specific characteristics seems more rational.
