Roles of the Office of International Students and Scholars Services in Enhancing International Student Retention at a Selected Higher Institution in Kazakhstan

Résumé

This study adopted a qualitative research method to investigate the role of the Office of International Students and Scholars Services (OISS) in enhancing international student retention at a selected higher institution in Kazakhstan. A phenomenological approach was employed to explore the lived experiences of the participants, which included ten first-year international master’s students and the head of the OISS to identify the institutional support services provided by the institution. Tinto’s Model of Student Retention guided the study, and semi-structured interviews were used to collect data, which were then analysed thematically. The findings of my study indicated several barriers influencing retention, such as socio-cultural adjustment difficulties, language barriers, academic pressure, limited access to psychological support, and financial stress. Hence, the study highlighted several effective institutional support services provided by the OISS to international students within the institution, including visa and documentation assistance, academic workshops, Grade Point Average (GPA) tracking system, cultural events and Russian/Kazakh language classes. However, the study also revealed gaps in academic peer mentorship, psychological services, and financial advocacy. The research highlighted that student retention is beyond enrolment; rather, it involves creating an inclusive academic environment. The study concluded by recommending the development of more effective institutional support services to help in the adjustment and integration of international students within the selected higher institution. This study provided key insights for policymakers, university administrators, and educators aiming to enhance institutional support services that foster a more inclusive academic environment and boost international student retention.