Abstract:

In the study, it is aimed to determine whether the sample, which is included in the Y and Z generation, received from Antalya Metropolitan Municipality, whether there are differences in quality perception regarding public transportation service, and if so, in what dimensions. The study is an original study in terms of investigating whether there are differences in the quality perceptions of the Y and Z generations. The questionnaire design, which was created by adapting the SERVPERF service quality scale as a data collection tool, was applied online and interpreted by collecting 786 valid questionnaires. The collected data, statistical analysis program; validity, reliability, frequency, factor analysis and t test were applied. As a result, it is revealed that there is a significant difference between the Y and Z generations in terms of service quality perceptions. When the study is evaluated in terms of sub-dimensions, it is revealed that there are significant differences in quality perceptions of Generation Y and Z in terms of physical appearance, reliability, responsibility and trust dimensions. It is concluded that there is no significant difference in the dimension of empathy.

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