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ArticlePeer ReviewedOpen AccessPlagiarism Passed
Paper ID:IJSREM54833

Enhancing Service Quality and Passenger Satisfaction: An Analytical Study on Southern Railway

Stream/Area:

-

Subject:

-

Paper ID:

IJSREM54833

Volume:

9 |

12 |

Dec 2025

Pages:

Publication Frequency:

Monthly (12 issues per year)

DOI
Digital Object Identifier
Not assigned

License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.

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Authors

AJM

A. Jacquelin Mercy

DAL

Dr. A. Latha

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Abstract

This study examines the impact of service quality dimensions on passenger satisfaction in Southern Railway. Using a structured research approach, the paper analyses key service quality factors such as reliability, responsiveness, comfort, safety, ticketing efficiency, and digital service delivery. The findings highlight the areas where Southern Railway performs well and the aspects that require improvement to enhance overall passenger satisfaction. Recommendations for service improvement are also provided based on empirical and theoretical insights.

KEYWORDS

Railway Passengers Services Provided Itinerary Information and Passenger Satisfaction.

Cite This Article

A. Jacquelin Mercy, Dr. A. Latha, "Enhancing Service Quality and Passenger Satisfaction: An Analytical Study on Southern Railway," International Journal of Scientific Research in Engineering and Management, vol. 9, no. 12, Dec 2025.

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3/11/2025

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Review Rounds: 2

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The authors declare no conflict of interest related to this research work.

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