A Study on Service Quality of Facilities and Amenities in the Indian Railways at Vijayawada Railway Station

The service quality is the heart of the service sector. The intangible aspects will influence the satisfaction of the
customers. The journey of the train is the bundle of expectations of the passengers. This paper focuses on how the SouthCentral Railway offered different amenities to the passengers and the level of satisfaction of the users of services in various
parameters like drinking water, cleanliness, booking facilities, security, parking facilities, toilets, display boards lighting,
and illumination facility, etc. the findings from the study identifies the relationship between various amenities and
passenger satisfaction. The suggestions are drawn based on the feedback given by the passengers.