: Innovation to Improve Public Service (A Study Self Priting Ticket Service in Stasiun Besar Malang). Research background is the experience of author as the train passenger who bought tickets online and cast it using self ticket printing service in a Stasiun Besar Malang. The purpose of this research is to see how effective the efforts made by PT. Kereta Api Indonesia (Persero) in improving the quality of public service for the train passengers through self ticket printing service. This study uses descriptive qualitative approach withinteractive data analysis model. The result of this study is the self ticket printing service innovation that conducted by PT. Kereta Api Indonesia (Persero) and applied in large stations in Indonesia such Stasiun Besar Malang is one of PT Kereta Api Indonesia (Persero) effort to improve the service quality for the passengers. The Self Ticket Printing Service is one of the innovation. One of the characteristic of the innovation is the applicaton of a new process.