1. Travel 3.0: The evaluation of the level of service of
passengers at Schiphol Airport and the impact of
the use of Near Field Communication Technology.

2. • Scientific relevance/managerial relevance
• Probleemstelling en subvragen
• Het model
• Leg je uit hoe je het experiment uit zou gaan
voeren (hoofdstuk 3)

3. Scientific Relevance
• Global index for Level of Service Evaluation (Correia et al.; 2008)
• Study: passenger process at São Paulo
• “For future research, this methodology can be applied to other airports to
provide a more comprehensive understanding of the relationship between
overall terminal measures and the level of service associated with them”
(Correia et al.; 2008, p. 619).

4. Managerial Relevance
• Competition
• Service Quality