| High student attrition rates for first-year university students affect the financial and long-term sustainability of institutions. Previous researchers failed to provide workable solutions to improving student retention. This study was an exploration of students' and administrators' perceptions of business services and their potential impact on retention at a private for-profit university in Cyprus. Because universities are complex, systems, complexity, cybernetics, and Tinto's integration theories were incorporated into the theoretical framework for this study. The single case research design included purposeful stratified sampling to select participants for 3 focus groups: 2 with 1st-year students and 1 with university administrators. Participants discussed university business services and their effect on student satisfaction and student retention. The coded and analyzed data revealed 11 principal themes. Key findings/recommendations were: (a) student satisfaction depends on interactions and engagement in and out of the classroom; (b) customer-oriented services contribute to student satisfaction; and (c) formulating strategies to improve services can enhance student satisfaction and, thus, retention. The decision-makers - university leaders, educators, and community leaders - can use the recommendations to improve strategies for reducing attrition and fostering social change. Improvements in retention will benefit students, universities, and communities, socially and financially, since higher graduation rates are associated with greater employment, economic activity, tax revenues, and lower demands on social services and welfare benefits. |
