Passenger Satisfaction towards Indian Railway in Kerala with Special Reference to Trivandrum Central

Abstract Customer satisfaction is a crucial factor in assessing the quality of products and services, including the performance of Indian Railways. As one of the largest countries by land area, India necessitates efficient long-distance transportation options, with public transport serving as the primary mode. Among various transportation methods, railways stand out as one of the largest passenger transport systems globally. Indian Railways play a vital role in the Indian economy, being the most significant carrier of both passengers and freight. The rapid growth of the population has further heightened the demand for travel. To address long-term competitive challenges from other transportation modes, railways must enhance passenger service growth. This study aims to explore passenger preferences, perceptions, and satisfaction regarding the quality of services provided by the railway system