HUMANIZATION AS A STRATEGIC PILLAR IN ACADEMIC SUPPORT: IMPACTS ON STUDENT RETENTION AND WELL-BEING

Abstract

Humanization in higher education has ceased to be an ethical differentiator and has become a strategic necessity in Higher Education Institutions (HEIs). This study investigates how humanized service acts as a determining factor in student retention and the promotion of student well-being. It analyzes the correlation between humanized reception and student retention rates; identifies the main shortcomings perceived by students in administrative and academic support; and proposes guidelines for the implementation of a student-centered service culture.This research adopts a qualitative and exploratory approach, based on a systematic bibliographic review of current literature on educational management and organizational psychology. Complementarily, the case study method (or data collection, if preferred) is used, analyzing student support practices and feedback to measure the emotional and practical impact of support on the academic journey. The results aim to demonstrate that personalized support and active listening reduce the student's feeling of invisibility, mitigating dropout rates motivated by bureaucratic or emotional issues.It can be concluded that humanization, when integrated into the institutional strategy, strengthens the bond between student and institution, promoting a healthier and more sustainable learning environment.