This study is about analyzing the satisfaction of customers (passengers) on the service given by southern railways with reference to Salem division. For this purpose the factors assurance, tangibles, timeliness, responsiveness, information system, empathy, food and safety, reliability, and security were employed to measure the passengers perceptions about the service quality of railways. The customers are limited to Salem junction and they are selected on random basis. The main objective of the

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... study is to know about the perception of customers towards service provided by southern railways and to implement linear regression model to know about the factors influencing customer satisfaction. For this purpose a sample of 500 was collected out of 550 respondents were frequency analysis, chi square with cross tabulation, factor analysis, Anova, multiple regression model and descriptive statistics were used as statistical tools for analyzing the data. The study concludes that improving the quality of service is one of the ways to improve the competitiveness of Railway Passenger Business. In all the trains and at stations the above questionnaire can be used for collecting the feedback from passengers.