... MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HO CHI MINH CITY -// - DO CONG BIEN THE IMPACT OF BANK SERVICE QUALITY ON CUSTOMER LOYALTY A STUDY OF BANKS IN HO CHI MINH CITY ... banks in Ho Chi Minh City such as Vietcombank, Vietinbank, BIDV, Techcombank, HSBC bank, ANZ bank, Eximbank, Dong A Bank, and ACB 1.5 Conceptual framework The conceptual framework of this study ... service quality in retail banking called as BSQ [Bank Service Quality] This BSQ model is an extension of the original 10 dimensions of the model of Parasuraman et al (1985) In addition, Bahia and Nantel...