The study also found that guests' experience with the hotel staff is key to retaining/gaining loyalty: "Hotel guests who report having a problem with a hotel staff member are 43 percentage points less likely to return to that hotel than guests who did not experience a problem."
It doesn't say if the reason why women business travelers have more problems than men, but I'd hazard a guess that this also is related to how women are treated by staff, as opposed to their male counterparts, especially since the most likely to report a problem are 40-something females traveling for business. As someone who falls into this demographic, I have noticed that men tend to get better treatment than women—or is it just that women expect more, and so are more easily disappointed when the service doesn't measure up?