Abstract

In the context of Vietnam’s tourism industry moving toward greater professionalism and enhanced customer experience, service quality has become a core factor determining both the competitiveness and the tourism culture of a destination. May Plaza Hotel, located in the center of Thai Nguyen City, is one of the accommodation establishments with considerable development potential and plays an important role in promoting the local image and culture. This article focuses on analyzing the relationship between service quality and the development of tourism culture at May Plaza Hotel. Based on the findings, it proposes solutions for improving service quality in order to contribute to the construction of local tourism culture.

Keywords: Customer experience, hotel, May Plaza, service quality, tourism culture