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Abstract
It is highly essential for any organization to attract prospective customers as well as to retain the existing customers for broadening the customer base. All these necessitate assurance of quality of service. According to Peter F. Drucker, creating a satisfied customer is the only purpose of an organization, everything else is a cost.1 With the acceleration in the pace of industrial development along with the growth in population, the demand for transport is fast increasing. In this context, Indian Railway(IR) has understood that while trying to cope up with the increased demand, the service quality is likely to decline. Earnings can be increased by attracting more traffic and is possible by increasing customer satisfaction by improving service quality. For that performance efficiency level of our assets including human resources is to be enhanced. Develop more terminals to avoid congestion in major stations.