Service quality percieved between Y and Z Generations: Antalya Metropolitan Municipality public transportation services example

Today, the rapidly growing service sector is diversifying in continuous change and development. It can be said that there is hardly an individual who does not benefit from the products offered in the service sector. In this study, it is aimed to determine the quality perception levels of the sample, which is included in the Y and Z generation, regarding the public transportation service received from the Antalya Metropolitan Municipality, and to obtain information about whether there are quality perception differences between the Y and Z generation. In addition, it is aimed to include the feature descriptions of the Z Generation in the literature, information about quality perceptions, and it is thought that it will guide future studies. In addition to providing non-profit institutions and municipal administrators with public service with an idea about the perception of the quality of the service they provide, it will guide institutions and managers to make more accurate decisions in order to realize an effective and efficient planning, investment and service delivery. In the first part of the study, the concepts of service and quality, municipal services are examined, Servqual Service Quality Model and SERVPERF Quality Model are explained. In the second part, the concept of generation, the changes experienced by the generations in the historical process and the individual characteristics of the generations are explained. In the third part, the application part, the analysis data of the Y and Z generation samples included in the study are transferred and interpreted, and the study is concluded. In the study, Cronin and Taylor's (1992) SERVPERF Service Quality Model, which uses the perception scale of the SERVQUAL Service Quality Model, is used. Data were collected by applying a sampling of the Y and Z generation, and a 5-point Likert-Scale questionnaire via Google Form. A total of 786 questionnaire forms are accepted as valid. The collected data were entered into SPSS programs and the necessary analyzes were made, and the quality perception levels of the Y and Z generation sample; physical appearance, reliability, responsibility, trust and empathy dimensions are examined and the results related to quality perceptions are interpreted. At the end of the study, it is concluded that the public transportation service that Y and Z generations receive from Antalya Metropolitan Municipality is perceived as high quality with an average of 3.43, but the municipality and its employees should improve the service quality for Z Generation individuals in the empathy dimension. In addition, it is determined that there are significant differences in the quality perceptions of the Y and Z generation individuals. When evaluated in terms of service quality dimensions, it is revealed that there is a significant difference in the quality perceptions of Y and Z generation individuals in terms of physical appearance, reliability, responsibility and trust. In the empathy dimension, it is concluded that there is no significant difference in the perception of the service quality of the sample included in the Y and Z generations.