In recent years, organizations have increasingly considered service quality and its various dimensions. This concept has made a significant contribution to the growth of corporations and the provision of better service to customers. Improved services are now available for transportation agencies and commuters. Persuading more commuters to opt for public transportation would mitigate everyday problems such as road traffic congestion, traffic accidents, late-night travel and pollution. This study identifies and analyses the major factor of service quality of Delhi metro commuters. This study surveyed 600 commuters’ perceptions to explore with the help of exploratory factor analysis and identify seven factors of service quality regarding Delhi metro services. Information factor in this study is the most important factor of the study and connectivity is the least important factor of the study.