A Study on the Quality of Railway Services and Passenger Satisfaction in Madurai Division.

Abstract

Passenger satisfaction is a key indicator of service quality in the railway transportation sector. Railways play a crucial role in providing affordable and efficient transportation to millions of passengers every day. The present study examines the level of passenger satisfaction with railway services in the Madurai Division. The research focuses on various service aspects such as ticket booking facilities, punctuality of trains, cleanliness of stations and coaches, safety measures, and staff behavior. Primary data were collected from passengers through a structured questionnaire, and the responses were analyzed using percentage analysis and tabular presentation. The findings indicate that while passengers are generally satisfied with the affordability and connectivity of railway services, improvements are required in areas such as cleanliness, punctuality, and customer service. The study concludes that continuous monitoring of passenger satisfaction and service quality improvement measures can enhance the overall travel experience in the Madurai Division.