"Passengers satisfaction and Rail Service"?

Question

What factors causes customer satisfaction or dissatisfaction while availing rail services, what remedial measurements to be adopted to minimise them. Looking for published articles over the topic "passenger satisfaction and rail services" or alike.

Answer 1

Coverage, convenience, safety and reliability are the most important factors that drive satisfaction. However, recently, passengers start to look for value-for-money service such as providing free publications, more shops at rail stations and even discount offers.

Answer 2

Punctuality, reliability, good customer service, value for money

Answer 3

I know of no publications, but generally passengers are most satisfied when they can travel in comfort and, most importantly, "on time."