Abstract

Under the 2018 General Education Program, High School Technology has shifted toward practical projects despite public school resource constraints. To maintain quality, schools delegate material preparation to students. Under a Service Management lens, this study utilizes a modi'ed SERVQUAL model to evaluate the impact of school support on the journey experience and self-learning intentions of 250 Engineering Design students. SPSS analysis reveals that "Tangibles" and "Empathy" from teachers are the most decisive factors. Consequently, the study proposes educational service operations implications to optimize the school material supply chain without overloading learners.

Keywords: Educational service management, practical materials, service operations, student experience, technology subject.