Railways play a major role in the Sri Lankan transport system by connecting different provinces rapidly and is a potential solution to the extreme congestion problem. Sri Lanka loses millions of rupees annually in lost labour hours and energy due to traffic congestion. A successful or sustainable city would be one with a large number of people and less vehicles (Kumarage, 2004) [1]. The railway system in Sri Lanka is a natural monopoly. The problems in the railway sector range from lack of passenger comfort/convenience, employee rights and disruptive trade union behaviour to continued loss making. The main cities in Sri Lanka such as Colombo, Kandy, Kurunegala, Galle, Matara et cetera act as hubs for rail and bus. With no proper intermodal connectivity to these terminals, city congestion increases as do passenger travel length, time and discomfort/inconvenience. A proper rail system has great potential to reduce traffic congestion significantly. However, in Sri Lanka not enough facilities have been provided to improve intermodal connectivity, thus people have to travel long distances to transfer from rail to bus, use different types of tickets and have less proper information; thus, people are discouraged from using rail. To develop railways customer satisfaction should be increased to attract more passengers. Therefore, the objective of this research was to identify factors affecting customer satisfaction with railway transits and intermodal connectivity.

Yaparathna, H., & Ratnajeewa, D.R. (2018). Analysis of factors affecting customer satisfaction with rail transits and intermodal connectivity in Sri Lanka [Extended Abstract]. In T.L. Gunaruwan (Ed.), Proceedings of 3rd International Conference on Research for Transport and Logistics Industry 2018 (pp.117-121). Sri Lanka Society of Transport and Logistics.