Aircraft Maintenance Training through the Trainee Lens: Service Evaluation and Strategic Directions for an Aviation School

This study evaluated aircraft maintenance trainees' satisfaction with the training program, training personnel, facilities, and customer service at OMNI Aviation Corporation's Maintenance Training Center in Clark Freeport, Pampanga, Philippines. Guided primarily by SERVQUAL, with Equity Theory and Contrast Theory informing interpretation, the study employed a descriptive secondary-data design and strategic analysis. Institutional Training Service Evaluation records from 200 trainees in 2024–2025 were examined using 32 satisfaction statements on a four-point Likert scale. Descriptive statistics, SWOT analysis, and TOWS strategy formulation were applied. All four dimensions received Very Satisfactory overall ratings: training program (M = 3.66), customer service (M = 3.59), training personnel (M = 3.58), and training facilities (M = 3.34). Both the Training to License Program and Maintenance Training Plus received favorable ratings, with differences interpreted descriptively. Comparatively lower ratings concerned training documents, classroom engagement, class-time utilization, staff demeanor, comfort rooms, and locker areas. Strategic analysis identified opportunities for digital instruction and industry partnerships, alongside potential competitive, financial, and site-related risks. The findings indicated high perceived service quality and supported targeted improvements in learning materials, teaching practices, support facilities, and customer service. The study contributed to Sustainable Development Goals 4 (Quality Education) and 8 (Decent Work and Economic Growth) by informing improvements in technical education and workforce preparation. Its sustainability implications centered on institutional service improvement, effective resource allocation, and continued industry-aligned training.