Sonia Chawla

Bio: Sonia Chawla is an academic researcher from Dr. B. R. Ambedkar National Institute of Technology Jalandhar. The author has contributed to research in topics: Service quality & Service provider. The author has an hindex of 3, co-authored 8 publications receiving 13 citations. Previous affiliations of Sonia Chawla include DAV Institute of Engineering and Technology.

Conundrum of Non-performing Assets Over Two Decades: An Analysis of Punjab National Bank:

Abstract: Within the broad realm of financial system, the banking system is one of the pivotal integrants as banks form the major part of financial institutions in India as well as worldwide (Gerschenkron, 1962; Jadhav & Ajit, 1996). Through its intermediary activities, it facilitates the exchange of goods and services, stimulates savings and channelizes these to productive investment. A healthy and stable banking system plays a crucial role in deciding the pace of development of an economy as it boosts the mobilization of funds and acts as a catalyst in the country’s growth process. Various researchers have empirically established the relationship between financial sector developments and economic growth (Bhattacharya & Sivasubramanian, 2003; King & Levine, 1993; Levine, 2004; Rajan & Zingales, 1998; C. Singh, 2005). Strengthening of banking system and its regulation has always been one of the central issues for the policymakers in an economy on account of its direct link with the overall economic performance. India is not an exception to it. Financial soundness of banking depends upon its asset quality and in the process of providing financial assistance to the investment projects, banking institutions face inherent risk known as default risk which creates non-performing assets (NPAs). Asset quality revealed in the form of NPAs of a bank is the actual expression of its credit risk management system. The timely information relating to NPAs works as a useful tool in examining the asset quality of banks (Meeker & Gray, 1987). NPAs affect the operative capability of the banks and successively affect the profitability, liquidity and solvency of those banks (Michael, Vasanthi, & Selvaraju, 2006). No doubt, to some extent, deterioration of assets is inevitable, but it is always appreciable if these distressed assets remain at its minimum with the vital contribution of the credit risk management system. Rising NPAs generally lead Management and Labour Studies 44(3) 263–284, 2019 © 2019 XLRI Jamshedpur, School of Business Management & Human Resources Reprints and permissions: in.sagepub.com/journals-permissions-india DOI: 10.1177/0258042X19848238 journals.sagepub.com/home/mls

Does Gender, Age and Income Moderate the Relationship Between Mobile Banking Usage and Loyalty?

Abstract: This article aims to determine the moderating role of demographics gender, age and income on the relationship between mobile banking (m-banking) usage and loyalty towards the service. A sample of 524 m-banking users from the state of Punjab in India was used to understand the interaction of this relationship. The collected data was then analyzed through moderated multiple regression analysis using dummy variables. Results of the study reveal that among the three demographics, gender and age moderate the relationship between m-banking usage and loyalty. The study provides important implications for the banks and the academic research related to m-banking.

Trends and patterns of FDI in India

Abstract: Foreign Direct Investment (FDI) is considered as an important agent in the process of accelerated economic growth in the developing countries. The rapid expansion in FDI by multinational enterprises since the mid-eighties may be attributed to significant changes in technologies, greater liberalisation of trade and investment regimes, and deregulation and privatisation of markets in many countries including developing countries like India. This study is an attempt to study the concept, flow and trends of FDI. The another objective is to study the country-wise, sector-wise, geographically wise and financial year wise FDI inflows in India from 1991 onwards. Statistical methods like tabulations, percentages, graphical presentations, trend analysis etc have been applied to evaluate the data and to turn up the noteworthy inferences.

An Assessment of Service Quality among General Insurance Policyholders in Punjab: An Empirical Study

Abstract: IntroductionService quality is essential for the survival of any business or organization. During the past few decades, service quality has become a major area of attention for practitioners, managers and researchers owing to its strong impact on business performance, lower costs, customer satisfaction, customer loyalty and profitability (Leonard and Sasser, 1982; Gammie, 1992; Taylor and Cronin, 1994; Hallowell, 1996; Chang and Chen, 1998; Gummesson, 1998; Lasser et al., 2000; Silvestro and Cross, 2000; Newman, 2001; Sureshchander et al., 2002; and Guru, 2003). Dale and Oakland (1994) stated that quality has to be managed, it will not just happen; numerous frameworks have been introduced in order for quality to be managed properly. Roest and Peters (1997) mentioned that service quality is a relativistic and cognitive discrepancy between experiences-based norms and performances concerning service benefits. Pollack (2009) defined service quality perception and a clear form of service quality measurement. Over a period of time, a series of research on service quality has been carried out in a wide range of services including insurance, banks, hospitality, travel and tourism, government and public services, IT and software, and advertising. The present study envisages and assesses the perception and expectation of the general insurance policyholders towards various service quality dimensions.The thrust on efficient customer service has increased manifold with the onset of competition from private players and the initiation of insurance sector reforms in India since the incorporation of Insurance Regulatory and Development Authority of India (IRDA). However, the protection of policyholder's interest and service quality are the most important issues that are to be taken care of after the privatization of the industry. Service quality, service delivery and customers' delight are probably the most discussed issues gripping the Indian general insurance industry. Consistent delivery of superior service is the strategy that is increasingly being offered as a key to success by the service providers (like insurance companies) to position themselves more effectively in the marketplace (Brown and Swartz, 1989). Many organizations that resorted to having superior service quality have been found to be market leaders in terms of sales and long-term customer loyalty and retention (Anderson and Sullivan, 1993; and Boulding et al., 1993).The study has been conducted to look into the area of service quality after the privatization of the industry. In view of the above-said issues, an attempt has been made in the present research work to study the service quality perceptions and expectations and analyze the reasons for the gap between the two.Literature ReviewIn services, quality is measured by the perception of the customer on how well the service has been delivered (Hampton, 1993; and Lewis, 1993). Gronroos (1984) explained service quality as a perceived judgment, resulting from an evaluation process where customers compare their expectations with the service they perceive to have received. Parasuraman et al. (1985) defined service quality as function of difference between expectation and performance along the quality dimensions. Zeithaml et al. (1990) suggested the use of four parameters for better service quality, i.e., communication, feedback, confidence and competence. Parasuraman et al. (1991) developed the Servqual scale for measuring the service quality by identifying the gap between customer expectations of services and their perception of the actual service delivered, based on five dimensions/factors, viz., tangibles, reliability, responsiveness, assurance and empathy.Bagozzi (1992) proposed that the service quality evaluation of a product or a service encounter leads to an emotive satisfaction assessment, which in turn drives behavioral intentions. Bitner et al. (1994) stated service quality as the consumers' overall impressions of relative inferiority/superiority of the organization and its services. …

Financial Inclusion of the Elderly: Exploring the Role of Mobile Banking Adoption

Abstract: The extant literature highlights that mobile banking offers various benefits for consumers. However, there is only a limited number of studies that investigate mobile banking adoption by the elderly. This study investigates the factors influencing the adoption of mobile banking by the elderly in a developing country context. The authors explore the enablers, barriers and perceptions of the elderly towards mobile banking adoption. Data were collected through interviews and focus group sessions with respondents from KwaZulu Natal Province in South Africa. The study relies on the Actor-Network Theory as a lens through which to understand the interrelated factors that influence the elderly’s perception and adoption of mobile banking. The results reveal a low adoption of mobile banking by the elderly. In addition, it was evident that the barriers that influence the adoption of mobile banking by the elderly include a lack of information and understanding, security and trust issues, demographic factors, language, the complexity of mobile banking applications, and resistance to change. The identified important enablers towards the adoption of mobile banking include convenience, unlimited access, cost-effectiveness. The study proposes a mobile banking adoption model for the elderly and highlights the interrelated technical and non-technical factors influencing mobile banking adoption. Additionally, it offers design guiding principles aligned to the elderly’s needs and perceptions of mobile banking.

A study on non performing assets of public sector banks in India with special reference to state bank of Travancore

Abstract: The reforms in Indian banking sector since 1991 is deliberated mostly in terms of the significant measures that were implemented in order to develop a more vibrant, healthy, stable and efficient banking sector in India. The effect of a highly regulated banking environment on asset quality, productivity and performance of banks necessitated the reform process and resulted the incorporation of prudential norms for income recognition, asset classification and provisioning and capital adequacy norms, in line with international best practices. The improvements in asset quality and a reduction in non-performing assets were the primary objective enunciated in the reform measures. In this context, the present research critically evaluates the trend in movement of nonperforming assets of public sector banks in India during the period 2000-01 to 2011-12, thereby facilitates an evaluation of the effectiveness of NPA management in the post-millennium period. The non-performing assets is not a function of loan/advance alone, but is influenced by other bank performance indicators and also by the macroeconomic variables. In addition to explaining the trend in the movement of NPA, this research also explained the moderating and mediating role of various bank performance and macroeconomic indicators on incidence of NPA%%%%School of Management Studies Cochin University of Science and Technology%%%%Cochin University of Science and Technology

India’s Recent Macroeconomic Performance; An Assessment and Way Forward

Abstract: The macroeconomic policy response in India after the North Atlantic financial crisis (NAFC) was rapid. The overshooting of the stimulus and its gradual withdrawal sowed seeds for inflationary and BoP pressures and growth slowdown, then exacerbated by domestic policy bottlenecks and volatility in international financial markets during mid-2013. Appropriate domestic oil prices and fiscal consolidation will contribute to the recovery of private sector investment. Fiscal consolidation would also facilitate a reduction in inflation, which would moderate gold imports and favorably impact real exchange rate and current account deficit.