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Lasut, Elizabeth Meiske Maythy
Universitas Klabat
Religion Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mathematics Nursing Physics Social Sciences Other

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Journal : Journal of Educational Management Research

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Examining the Relationship Between Lecturer Service Quality and Student Retention Lasut, Elizabeth Meiske Maythy
Journal of Educational Management Research Vol. 5 No. 3 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i3.2317

Abstract

This study aims to examine the relationship between lecturers’ service quality dimensions—assurance, tangibles, empathy, reliability, and responsiveness—and student retention in higher education. A quantitative correlational design was employed involving 212 first-year, second-semester students selected through convenience sampling. Data were collected using a self-constructed questionnaire based on a 5-point Likert scale and analyzed through descriptive statistics and Pearson Product-Moment correlation. The findings revealed that all dimensions of lecturers’ service quality were rated at a high level, with tangibles obtaining the highest mean score (4.05) and reliability the lowest (3.85). Student retention was also categorized as high (mean = 3.65). Furthermore, all service quality dimensions showed positive and significant relationships with student retention. Assurance (r = 0.453) and tangibles (r = 0.450) demonstrated the strongest relationships, followed by empathy (r = 0.337), reliability (r = 0.331), and responsiveness (r = 0.169). The study implies that higher education institutions should prioritize strengthening lecturers’ competence and professionalism while improving reliability in teaching practices to enhance student retention.
Co-Authors Alan Hubert Frederick Sanger Andrew Christian Aseng Anita Amelia Ole Aseng , Andrew Christian Assa, Amelia Melisa Astri Belantik Patty Deisye Supit Jeaclin Grace Maramis Kereh, Dela Christin Lakat , Junior Samuel Lakat, Junior Semuel Mamesah, Abellita G Mareike Seska Diana Lotulung Meily Ivane Esther Neman Melianti Melianti Noldin Jerry Tumbel Nurhayati Nurhayati Omega Kanaka Ribka BR Sembiring Sandra J.R. Kainde Seroy, Jesica Andriani Sukur , Dea Suuda, Afmitha Yulianti Laoh