In recent years, maintenance activities have become more complex along with the trends of automation in various industries. It implies maintenance being a dependent factor to service quality, one of which is urban rail transportation that already adhered to the grade of  automation. In addition to its complexity, maintenance is also a major contributor in the cost-of-service delivery, reaching 15% of the total  operating costs for urban rail services in Indonesia. Maintenance itself was a risk-based business process considering potential failures of  technical equipment that affect equipment availability or service revenue indirectly. Previous studies recognized that the increased  expectation of service quality and risk of maintenance activities are still linear to maintenance costs. Furthermore. most companies only  follow OEM (Original Equipment Manufacturer) rather than develop their own strategy. Several studies have been conducted to determine maintenance strategies but have not considered the quality and risk of failure comprehensively. Therefore, this study aims to design a  model of determining maintenance policies through priority arrangement of maintenance activities based on the risk of failure and its  impact on service quality. Data are obtained from service quality attributes survey and stakeholder interview of urban rail company. Using  House of Quality (HoQ) the importance of each maintenance activity is identified and prioritized subsequently based on potential failure  and detection capabilities using FMEA (Failure Mode Effect Analysis). The result shows priority indexing on each maintenance activity.  Afterwards those priority can be utilized as the main criteria for determining maintenance and inventory policy.