This study focuses on analyzing the quality of paratransit services in Jambi City using the SERVQUAL model, integrated with Structural Equation Modeling (SEM) via Partial Least Squares (PLS) and Confirmatory Factor Analysis (CFA) second order. Paratransit, such as angkot (public minibus), plays a significant role in urban transportation, especially in cities like Jambi. However, despite its mportance, there are issues related to service quality that affect customer satisfaction, particularly among tourists and new users. The research aims to explore how the SERVQUAL dimensions reliability, responsiveness, assurance, empathy, and tangibles affect the quality of paratransit services and the level of customer satisfaction. A quantitative approach using online surveys and direct observations was conducted, and the data were analyzed using PLS-SEM to evaluate the relationships between service quality dimensions and customer satisfaction. The findings reveal that reliability and tangibles are the most significant factors impacting customer satisfaction, with satisfaction acting as a key mediator in the relationship between service quality and customers' intention to revisit. However, other factors such as empathy and assurance did not significantly affect satisfaction. The study concludes that improving service quality in areas such as reliability, travel time, and customer amenities is crucial for enhancing overall satisfaction and encouraging repeat usage of paratransit services in Jambi City.