The influence of a hotel room experience and loyalty recognition of guests by employees on overall guest satisfaction in IHG hotels
Bibliographic record
Abstract
The subject of this research is guest satisfaction in IHG hotels (Intercontinental Hotels Group). Various factors affect the overall evaluation of guest satisfaction and experience. The aim of the research is to determine whether the experience of the hotel room as a basic hotel product is more important for guest satisfaction, or the feeling that they are recognized by employees as loyal guests and that they receive the treatment they expect. In the literature review, papers that analysed guest satisfaction were referred to. Data used for the research was taken from customer experience platform Medallia1, and then the average score for different categories was analysed from questionnaires that were sent to members of the loyalty program IHG One Rewards after their check out from the hotel during the year 2022. 89 IHG hotels were included in the survey. Guests evaluated overall satisfaction with their stay in the hotel, as well as individual aspects. According to the results of the study both overall guest room experience and loyalty recognition have positive impact on overall experience. However, the stronger impact on guest satisfaction has experience of a hotel room the main hotel product.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.003 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.001 |
| Bibliometrics | 0.000 | 0.000 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.001 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.002 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".