Biography
Prof. Rajat Gera
Prof. Rajat Gera
Allahabad University, India
Title: An integrated perspective of perceived service quality evaluation for retail banking in India
Abstract: 
Purpose: The paper aims to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated perspective.
Design/methodology/approach – The paper proposes and empirically validates a parsimonious but multidimensional and multi level model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second order model is tested with a first order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis.
Findings: The second order service quality model was accepted based on parsimony and it consists of five primary dimensions: Service Delivery (describing the efficiency with which the service is provided); tangibles (the quality of physical service environment); reliability (the promise of right service being provided); core service(the attributes and features of the service product) and competence (the capability of employees and systems for providing the service).. The second order model enhances our understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles especially related to the physical environment which facilitates efficient delivery of service.
Research limitations/implications – The research provides support for a multi dimensional second order model of service quality in retail banking service in India. The results show that consumers form perceptions of overall service quality which are reflected by the five dimensions of which tangibles has the most influence. The study is based on a non probabilistic sampling method and hence results cannot be generalized.
Practical implications – Organizations can measure overall service quality and manage them to build trust and reinforce loyalty intentions among their consumers.
Originality/value – The study proposes and validates a parsimonious model of service quality in the context of retail banking. Thus this research supports and extends the extant knowledge of  service quality measurement and management.


Biography: 
Dr Rajat Gera is working as a Professor and has over 19 years academic experience of Teaching, Research, Training and Consultancy in leading Business Schools and Institutions of India and abroad. He is a PhD from GGS Indraprastha University, New Delhi, MBA (PGDRM) from IRMA, Anand and B.Tech. from Allahabad University. He has over 30 International and National publications and is the author of two books. He has authored cases which have been published by Richard Ivey Business School and (available at Harvard Business School Publishing) and London Business School, UK. He is visiting faculty for “Centre for Marketing”, Asian Minor studies, Fontys University, Eindhoven, Netherlands, under the Erasmus Mundus scholarship program of European Commission and at ISS KIMEP, Almaty, Kazakhstan.. He has industry experience of over six years with leading Public and Private sector companies in Sales and Marketing and Operations. He has been associated with Management development programs for BP,BHEL, BEL, NTPC, ONGC, Airtel, Vodaphone, and various other organizations of repute. His areas of research interest are modeling the linkages of service quality with behavioral intentions, e-service quality, service quality structure and measurement, e-learning and corporate reputation. Some of his achievements are Associate Fellow-Euro Med Academy of Business, 2013-2014, Euro Med Research Institute, Greece, Third ranked case in Case competition by Aditya Birla centre , London business school, 2010. (Gera, R., “Quatrro BPO Solutions: Developing Outsourcing Solutions Innovatively” and Erasmus Mundus scholarship for teaching in 2010. His research paper Evaluating the Effects of Service Quality, Customer Satisfaction, and Service Value on Behavioral Intentions with Life Insurance Customers in India", published in the International Journal of Service Science, Management, Engineering, and Technology (IJSSMET) 8 (3), was selected as the outstanding Business and Management article for 2017, Tenth Annual Excellence in Research Journal Awards, by IGI Global publications.