Following Gunwatta i.e. qualities are required for IR (from point of view of paxs.)
(1) Manpower- Properly Skilled, Educated, Dedicated, Alert, Sensible etc qualities.
(2) Track- (Rails, bridges, Electrification, Signalling systems.)- High Capacity, Modern, Well maintained, Safe
(3) Trains- Locos, Coaches, Wagons- High Capacity, Modern, Well maintained, Safe, Comfortable, Easy reservation avilability etc,
(4)...
more... Loos- hygenic, clean,
(5) Food- hygenic, clean, fresh, tasty, right menu
(6) Stations- Safe, Neat & Clean with all well maintained pax amenities
(7) Ticketin systems- Convenient and quick ticket sale/booking, transactions & refunds.