Authors : Dr. Siva Surendra Nandam; A. Siva Naga Lakshmi

Volume/Issue : Volume 10 - 2025, Issue 2 - February

Google Scholar : https://tinyurl.com/p936vdmj

Scribd : https://tinyurl.com/329fn994

DOI : https://doi.org/10.5281/zenodo.14921213

Abstract : The service quality is the heart of the service sector. The intangible aspects will influence the satisfaction of the customers. The journey of the train is the bundle of expectations of the passengers. This paper focuses on how the South- Central Railway offered different amenities to the passengers and the level of satisfaction of the users of services in various parameters like drinking water, cleanliness, booking facilities, security, parking facilities, toilets, display boards lighting, and illumination facility, etc. the findings from the study identifies the relationship between various amenities and passenger satisfaction. The suggestions are drawn based on the feedback given by the passengers.

Keywords : Railways, Passengers, Amenities, Satisfaction, Cleanliness, SerQual.

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