Passenger Irritability Observation in an Asian Airport

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Table of Contents

Introduction
Participant Observation
Overt Participant Observation
Covert Participative Observation
Covert Observation and Recording
Analysis and Conclusion
Bibliography

Introduction

The need to gather information to increase knowledge about a predetermined area of study has been around for a long time. Many methods have evolved over the ages to facilitate gathering, recording and analyzing the data so gathered, and participant observation is a very important exercise in this regard.

Other relevant methods include interviews, questionnaires, and group discussions, and each of these methods has to be used in accordance with its relevance to the subject of study or type of data being gathered. Participant observation is essentially related to sociology and generally, is qualitative in nature. This paper is the result of a participative observation of passenger irritability in a medium-sized airport lounge in an Asian country. The purpose is to decrease passenger irritability by increasing facilities and passenger comfort.

Participant Observation

Participant observation involves study of the subject through observation over a relatively long period of time. It could be defined as “…… a qualitative method with roots in traditional ethnographic research, whose objective is to help researchers learn the perspectives held by study of populations.” (Participant Observation). Participant Observation can be carried out in two ways, overtly and covertly. Overt participant observation is a situation whereby, the individual or group being studied is aware that an observation and study is taking place. In covert observation, the subject is not aware of this, even if they know the person studying them. In other words, the study on the subject will be done unobtrusively.

Overt Participant Observation

Overt participation should require the cooperation of the subject group being studied. In some cases, the researcher personally discloses that a study is being made. A better way would be to involve a ‘sponsor’. A sponsor will introduce the researcher to the group and also explain the purpose of the study. Overt observation will solve the question of ethics that might crop up, because the group is aware of the study and its intent. Its disadvantages are that it could be time-consuming and that objective assessment could be difficult because of close proximity with group members.

Covert Participative Observation

Covert observation is more practical when the object of study may not allow the study, had they known of it. Another advantage is that since the group is not aware of the study and the researcher himself, behavior will tend to be more normal than is the case of overt observation, thereby eliminating ‘observer effect’. “The researcher, therefore, can safely assume they really are observing people’s “normal behavior.” (Research Methods, Participant Observation, 2003).

Disadvantages are that the researcher may ‘go native’, an instance of the he became a part of the group. This might result in the research being less objective. Chances of going native are less in the other method because a clear classification between researcher and subject exists. Observation and its recording simultaneously are difficult because of the chance of being found out. It would be difficult to ask relevant questions and this type of observation could be considered unethical.

Covert Observation and Recording

The location of the airport is such that passengers from a large area depend on it making it crowded with flights and passengers. It is not possible at this time to construct a bigger airport. The area is large, with floor-to-ceiling glass with a view of the runway on one side. The opposite side is occupied mainly by shops and cafeterias. The third side is occupied by numbered gates through which passengers have to pass to board their respective flights. Counters of many airline companies also are visible. Most of the balance area is occupied by seats for waiting passengers. ATM machines, soft drink dispensers, toilets and wash facilities are also available.

Only means of entertainment were through cable TV. Points for charging mobile phones and lap tops were not provided Time of observation started at 10 pm and lasted till 7 am the following morning. This was to see the lounge at peak periods (midnight) and low rush periods (early morning). The visible mood of most passengers was one of irritability. There were only few attempts at conversation among strangers. Constant delays are a regular feature at this airport, which could be causing this irritability. Attempts at casual conversation with passengers did not prove very profitable. Small children and infants were the most irritable.

The men were seen reading or generally being bored. Some were sleeping as comfortably as possible on the uncomfortable seats. A few were even using the floor to sleep. A lot of women were using skincare and make-up products probably due to availability of time.

The biggest crowds were found in the bookstalls, mainly due to attempts to pass time while waiting and for reading on the flight. Cafeterias were crowded, service poor and prices high. Muted comments about all three could be overheard. Information and ticket counter attendants were pleasant enough, but it appears that their patience was pretty much stretched thin. There was a constant queue at the wash and toilet facilities. Recording of observation did not prove to be difficult since it appeared to an onlooker that the researcher was just writing something.

Analysis and Conclusion

It is obvious that the facilities at the airport are not equipped to handle such a volume of traffic. The problem of flight delays is not within the scope of the research topic. So, an improvement can be done within the lounge itself. Seats for passengers could be made more comfortable with suitable headrests that may aid in sleeping. Increase of a number of toilets and washrooms is necessary. Reducing prices in cafeterias will also help. An area where small children and babies can sleep will be useful. Electrical points should be provided to charge phones. Some stalls where entertainment like internet and computer games can be provided. All these additions will definitely help to reduce the irritability of passengers stranded due to unavoidable flight delays.

Bibliography

Participant Observation. What is Participant Observation? Module 2, Qualitative Research Methods. A Data Collectors Field Guide. Family Health International. Web.

Research Methods, Participant Observation. (2003). Participant Observation Overview. sociology.org.uk. Web.

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