Pankaj Deshwal

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  • Profile
  • QualificationsMBA, PhD (University of Delhi)
  • DesignationAssistant Professor
  • DivisionManagement


Dr. Pankaj Deshwal is an Assistant Professor at the Department of Management Studies, Netaji Subhas University of Technology (formerly Netaji Subhas Institute of Technology), New Delhi. He has completed his Ph.D. from University of Delhi. He has published more than 40 research papers in reputed International Journals, Proceedings of International Conferences, and Books chapters. He is a member of American Marketing Association, America, (Chicago, USA), Society of Operations Management (India), Indian Commerce Association (India), Indian Society for Technical Education (New Delhi), Rural Marketing Association of India (New Delhi).

Areas of Interest

Customer experience, customer engagement, online and offline retailing, consumer behavior, and CRM.



[1]. Deshwal, Pankaj. “The Effect of Travel Safety Experience on Passenger Satisfaction”, International Journal of Intelligent Enterprises (Inderscience), 2019-under review

[2]. Deshwal, Pankaj. “Customer experience evaluation of the car rental industry in Delhi NCR”, International Journal of Intelligent Enterprises (Inderscience), 2019-under review

[3]. Deshwal, Pankaj, and Prasanta Bhuyan. "Cancer patient service experience and satisfaction", International Journal of Healthcare Management, Vol. 11, Issue 2, pp. 88-95, 2016. (Taylor & Francis)

[4]. Deshwal, Pankaj. "Customer experience quality and demographic variables (age, gender, education level, and family income) in retail stores" International Journal of Retail & Distribution Management, Vol. 44, Issue 9, pp. 940-955, 2016. (Emerald)

[5]. Deshwal, Pankaj, Vini Ranjan, and Geetika Mittal. "College clinic service quality and patient satisfaction", International Journal of Health Care Quality Assurance, Vol. 27, Issue 6, pp. 519-530, 2014. (Emerald)