We investigated the relative importance of factors that may influence customer satisfaction with railway services. The investigation revealed that, in addition to the fundamental qualities of railway services including safety and reliability, the quality of passenger information service is attached with great importance and that the current level of information service is relatively low. In spite of the fact that the quality of information service is considered as an important factor of customer satisfaction, sufficient investigations have never been carried out. Therefore, we investigated the load of information processing when they use railways. We also investigated on the evaluation of potential information services which may reduce the mental load of passengers. In addition to the general survey for passengers, we made a specific investigation on the cellular phone-base reservation service of "home-liner trains" which is currently operational. This paper reports the result of our investigation.

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