The purpose of this paper is to investigate the factor structure of customer (passenger) satisfaction not only for the utilization of railway equipment such as stations or trains, but also for all aspects of railway service, and analyzed the factors that improve the image of the service offered by railways. As a result of this investigation, 11 factors were extracted to prove that some factors that improve the whole image of railway service rank low in the estimation of satisfaction with the present railway service by passengers.

Copyright (c) 2003 Railway Technical Research Institute