<p>TransJakarta was a Bus Rapid Transit (BRT) system in Jakarta. It was designed to provide Jakarta<br />citizens with a fast public transportation system to help reduce rush hour traffic. After operating more than<br />one decade, many suggestions and critics were given related to service quality. IPA and PGCV methods were<br />applied to determine which service attributes should be improved and their priorities. In this research, eight<br />service attributes were identified as critical attributes (on first quadrant of IPA diagram). The higher value of<br />PGCV index indicated the priority level of attributes. Based on its priority level, the order were 1) easiness<br />of giving suggestions, 2) ticket queue, 3) easiness of complaints, 4) the facilities for passengers with special<br />needs, 5) employees appearance, 6) transportation cost, 7) accessibility, and 8) the number of bus.</p>