Table 1 Customer service attributes considered in the survey

1

Carriages

Cleanliness, lack of wear and tear, entertainment, air-conditioning, feeling safe and at ease

2

Station—CBD

Cleanliness, ease of Access, lighting, QR staff, greenery

3

Access to CBD station

4

Platform—suburban

Condition of surface, shelter

5

Access to sub. station

6

Station—suburban

7

Ticketing

8

Platform—CBD

9

Signage and information

10

Bus connection

11

Entry onto train

12

Pre-trip information

13

Parking

14

Disembarking and exit

15

Efficiency of service

16

Services on time

17

Reliability

18

Frequency of service

19

Safe operation

20

Helpfulness of staff

21

Respect for passengers

22

Affordability