I can see the passenger's point of view even though it's quite daft to do so.
Problem is, to the general public they are not seeing an improvement in local train services & really haven't improved in the last 2-5 years. For the amount of money it costs for tickets & season passes it really isn't on to be honest.
New trains (as in actually new built in the 2010s - not this 'refurbished' malarky) = hardly any and even if you do then it breaks cos of doors, braking systems and so on.
Longer trains = lol, don't be daft
Chance of a seat = better in a cattle truck
On-time = nope
Air conditioning = only if you stick your head out the window.
Electrified = not unless you're in the south east
Poor management = yes, doesn't change even if franchise does & still won't change if DfT is the OLR.
Train crew = some not the most customer service friendly, hiding in the back when the train can be walked through doesn't endear well to the general public. Why should I support any strike to keep guards on the trains if you're not doing the customer service part of your job. Why should the general public care who opens & closes doors?
This is what the general public see - unless all of this changes then you will get irritated and annoyed people who will just eventually abandon trains altogether.
Some is Northern's & Arriva's fault, some is Network Rail's fault, some is DfT's fault, some is the policy maker's fault (i.e government). None of it is the fault of the general public.
Guess what - I want 6-8-carriage new trains in the North, I Want longer platforms, I want more new stations, I want better signalling, I want electrification everywhere, I want £m's spending on the North, and the South West and other areas outside South East like we should have been getting for the last 40 years. It's absolutely pathetic.