Analysis of Railway Passengers’ Satisfaction with Service Quality:

Abstract

Train platforms play a vital role in the rail transport system. A range of platform-related services available at railway stations contribute significantly to passenger satisfaction. This research utilized survey questionnaires at Kamalapur and Ishwardi railway stations to assess how content passengers were with these amenities. The study employed factor analysis as its analytical method to identify the primary factors that influence passengers’ satisfaction with service quality. Data collection was conducted through an econometric analysis involving passenger surveys. Findings were based on passenger responses regarding service quality across seventeen major categories. The study revealed that key factors—such as the availability of refreshments and food, ticketing services, reservation chart visibility, lighting, restroom hygiene, staff behavior, schedule accuracy, and overall cleanliness—collectively accounted for 51.102% of the explained variance in satisfaction levels. A satisfaction model was developed, leading to conclusions and discussions on both theoretical and practical implications. This model is expected to be a valuable resource for policymakers in formulating strategies to improve facilities on railway platforms.