Transport plays an important role in the economic development of the country by creating employment opportunities and sustaining economic activities. Transport is the channel of social and economic interaction involving the physical movement of people and goods. The objective of this study is to measure the quality of the factors affecting the current service delivery of the Kerala State Road Transport with the SERVQUAL instrument. The model proposed that service quality is measured by five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Reliability refers to an organization’s ability to perform the promised service dependably and accurately; assurance refers to employees’ knowledge and their ability to convey trust and confidence; tangibles refers to an organization’s physical environment, such as facilities, equipment, and communication materials; empathy refers to employees’ willingness to provide individualized attention to customers; and finally responsiveness refers to employees’ willingness to help customers and to provide prompt services. Each dimension is measured with four to five items. The model is a useful management tool since it aims to identify the gaps between customers’ expectations and customers’ perceptions of the services. Convenience sampling technique was used for collecting the sample and a sample size of 90 used for the study. Paired t- test was used to study the satisfaction of KSRTC passengers based on the structured service delivery parameters. Through the gap analysis, got a positive score for overall gap between the expectation and perception of the passengers. KSRTC have to concentrate more on the efficiency of their courier services, quality of the buses and in neatness to satisfy their passengers fully. Other than this, passengers are satisfied with the services of KSRTC.