Multidimensional analysis of student loyalty using the neutrosophic Biplot method for retention strategies in higher education

Authors

Claudio Ruff, Bernardo O'Higgins University, Institutional Research Center, ChileFollow
Marcelo Ruiz, Bernardo O'Higgins University, Institutional Research Center, ChileFollow
Alexis Matheu, Bernardo O'Higgins University, Institutional Research Center, ChileFollow
Bastián Gutiérrez, Bernardo O'Higgins University, Institutional Research Center, ChileFollow
Luis Benites, National University of Trujillo, PeruFollow
Gerardo Anabalón, Bernardo O'Higgins University, Institutional Research Center, ChileFollow

Abstract

Student loyalty in higher education represents a critical challenge for universities, particularly in the context of increasing competition and the need to ensure long-term retention. A key question arises: how can student loyalty be modeled when it is shaped by diverse and subjective perceptions? The relevance of this issue lies in its impact on institutional stability: when students withdraw before completing their programs, universities not only lose projected revenue but also face disruptions that may negatively influence academic rankings. Previous literature has explored drivers of satisfaction and determinants of loyalty; however, little attention has been given to approaches that explicitly incorporate indeterminacy within a multidimensional framework. This study addresses that gap by applying the neutrosophic Biplot, a method that enables the visualization and interpretation of multidimensional analyses involving indeterminacy, neutrality, and paradoxes. Using survey data from a student population, the analysis highlights key perceptions influencing loyalty, including instructional quality, sense of belonging, and accessibility of course registration processes. Findings reveal significant correlations among these factors, effectively visualized through graphical representation to support decision-making. This research contributes to the literature by introducing a novel neutrosophic approach for evaluating student loyalty and by offering retention strategies grounded in empirical evidence. Ultimately, the study enhances institutional knowledge management practices and supports the development of effective policies to strengthen student commitment in higher education.

Recommended Citation

Ruff, Claudio; Marcelo Ruiz; Alexis Matheu; Bastián Gutiérrez; Luis Benites; and Gerardo Anabalón. "Multidimensional analysis of student loyalty using the neutrosophic Biplot method for retention strategies in higher education." Neutrosophic Sets and Systems 92, 1 (2025). https://digitalrepository.unm.edu/nss_journal/vol92/iss1/17