Rail transport is a growing and fundamentally safe mode of transport throughout the world. With features such as safety, reliability and the ability to accommodate a large number of passengers, it has great potential to establish itself as a strong and competitive mode of transport. It is important to recognize that users of rail passenger transport have different needs and goals, which leads to multiple interpretations of service quality. User satisfaction with the quality of rail passenger transport services is assessed by a survey in which respondents are asked a series of statements and questions to which an answer is sought. This research was conducted in the context of the core components of service satisfaction, including aspects such as physical circulation, staff behavior, perceived service cost, overall quality and ultimately satisfaction. The results of the conducted research reveal widespread dissatisfaction with rail services among users of rail passenger transport. Among the identified shortcomings, the most common are deficiencies in the cleanliness of the facilities, distrust of employees, lack of implementation of the service according to the schedule, and a significant decrease in the use of the service due to potential price increases. This research provides service providers with valuable insight into the main determinants of customer satisfaction in the passenger rail transport sector. By analyzing the factors that have the greatest influence on increasing the satisfaction of the respondents, this research allows railway service providers to rank the key problem areas in the process of customer satisfaction as well.