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Public bus transport service operators play a significant role in delivering residents’ mass transit services in cities. Thus, measuring their service performance is very important to know their strengths and weaknesses; meet residents’ rapidly growing mobility needs, and provide quality services. This study aims to assess the service quality of public buses in Addis Ababa, emphasizing on Importance-Performance Analysis model. A questionnaire consisting of thirty-one service quality attributes was used using a seven-point Likert scale. A face-to-face survey was conducted with 500 conveniently selected respondents to grasp passengers’ expectations and perceptions of public buses’ service quality in the city. Hence, based on Importance Performance Analysis, Customer Satisfaction Index, and level of Conformity analysis, 58.1% of the attributes are found under concentrate here and low priority quadrant. Therefore …