Chapter 3 : Methodology
3.1 Introduction.
This section will discuss the methodology that was used in the process of data collection
for this research. The primary objective of this research is to investigate the misunderstanding
due to two ways communication and to analyze the effects between airport personnel and foreign
tourists. KLIA and KLIA2 had been chosen as our research medium. The research data was
collected through questionnaires that were distributed to 30 people.
3.2 Research Design
This study will use a quantitative survey approach. Quantitative methods emphasize
objective measurements and the statistical, mathematical, or numerical analysis of data collected
through polls, questionnaires, and surveys, or by manipulating pre-existing statistical data using
computational techniques. Quantitative research focuses on gathering numerical data and
generalizing it across groups of people or to explain a particular phenomenon.
Quantitative research design will give benefits towards researcher to gain larger numbers
of sample in shorter time and easier since the data can be collected via digital or mobile surveys.
It is also more accurate and tends to answer the objectives due to less variables involved as the
data collected based on closed-ended and some open-ended questions.
The instruments used to collect the data was by using questionnaire. This set of
questionnaire contains 18 questions divided into 4 sections. Different question-types, such as
closed-ended and open-ended questions were given. The different sections of the questionnaire
were: A) Demographic Information; B) Primary Communication Issues Faced by Airport
Personnel and Foreign Tourists; C) Factors which caused communication errors between airport
personnel and foreign tourists; D) The effective ways to overcome these issues regarding the
language barriers. The questionnaire was distributed to a group of 15 people to assess the validity
of the questionnaire before it was distributed.
3.3 Respondents of the Study
The respondents of the study were local tourists, foreign tourists and also the airport
personnel. A total of 30 questionnaires were distributed equally among male and female
respondents which contributed to a total of 15 male and 14 female respondents. However, there
was one respondent that prefer that their gender to not be disclosed.
3.4 Data Collection Method
The data for this study was collected using an online questionnaire via google form
platform. Google form questionnaire was chosen by us as the platform as it is one the most used
research methods nowadays. This method was selected because it is the easiest way to distribute
the survey and the data collected is automatically computed which is more accurate and efficient
for the researcher. Apart from that, the online questionnaire is easier for the respondents to
complete the survey following their personal schedule.
This survey was distributed to some UniKL MIAT’s students who are currently doing their
internship program at KLIA and KLIA2 as proxies in assisting us to distribute the questionnaire
for the airport personnel and our group distributed the questionnaire for the local and foreign
tourists while making our visit at the KLIA and KLIA2 airports. To ensure the data can be
gathered within the time limit, the respondents are requested to complete the survey within 2
weeks. A reminder will be given if the respondents have not completed the survey.
