Measurement of satisfaction levels of generation x and generation y who prefer airline transportation

The airline industry is one of the fastest growing industries in Turkey and worldwide and is one of the industries that make significant contributions to the global economy as well as to tourism and the Gross Domestic Product of the countries. In recent years, there has been an improvement over the estimates of international organizations. This situation has made it mandatory for firms, which want to survive in a highly competitive environment and obtain sustainable competitive advantage, to offer high-quality services and retain existing customers and attract potential customers. However, customer's perceptions of service quality can affect their level of satisfaction. Fort his reason, in this study it was aimed to measure and compare the satisfaction levels of the generation X and generation Y customers who prefer air transportation. In order to obtain the data, a questionnaire was prepared and data were obtained by face to face survey method. The questionnaire form was applied to the passengers in the domestic passenger departure section of Antalya Airport. Frequency and Percentage Analysis, Reliability Analysis, Factor Analysis, Normality Analysis, Chi-Square Independence Test, Independent Two-Sample T Test and Multiple Regression Analysis were performed in the study. As a result, it was found that there was a statistically significant difference between the satisfaction levels of the generation X and generation Y participants and that the satisfaction levels of the generation X participants were slightly higher than the generation Y participants.