... LIST OF ABBREVIATIONS VPBank: Vietnam Joint Stock Commercial Bank for Private Enterprises CJS Bank: Commercial Joint- Stock Bank CA's: Cronbach's Alpha VIF: Variance inflation factor CS: Customer ... characteristics In the fact, the types and sources of expectations are the same for end consumers and business customers, for pure service and product-related service, and for experienced customers and inexperienced ... Assurance and Customer Service Performance of VPBank- Hanoi branch Scope of work This study focuses only on identifying the relative importance of five dimensions of service quality on customer service...