Antecedents and consequences of consumer confusion: Analysis of the financial services industry
Antecedents and consequences of consumer confusion: Analysis of the financial services industry
Our study is an empirical test of the antecedents and consequences of consumer confusion in the context of the financial services industry. Using quantitative analysis the findings reveal that expectations, attribute and information confusion significantly affect overall confusion. Moreover, expectations and attribute confusion do not affect satisfaction while information confusion has a significant impact on information satisfaction. Furthermore, we find significant impact of overall confusion, attribute satisfaction and information satisfaction on purchase decision. In comparison with earlier studies the findings also suggest that confusion is an industry specific construct and highlights the need for further research in this area. 2010
292-298
Shukla, Paurav
d3acd968-350b-40cf-890b-12c2e7aaa49d
Banerjee, Madhumita
aa2f5228-6b0c-409b-abfe-5d141b9285bc
Adidam, Phani Tej
982d0886-e785-4750-84c2-75e47c83ed94
1 December 2010
Shukla, Paurav
d3acd968-350b-40cf-890b-12c2e7aaa49d
Banerjee, Madhumita
aa2f5228-6b0c-409b-abfe-5d141b9285bc
Adidam, Phani Tej
982d0886-e785-4750-84c2-75e47c83ed94
Shukla, Paurav, Banerjee, Madhumita and Adidam, Phani Tej
(2010)
Antecedents and consequences of consumer confusion: Analysis of the financial services industry.
Advances in Consumer Research, 37, .
Abstract
Our study is an empirical test of the antecedents and consequences of consumer confusion in the context of the financial services industry. Using quantitative analysis the findings reveal that expectations, attribute and information confusion significantly affect overall confusion. Moreover, expectations and attribute confusion do not affect satisfaction while information confusion has a significant impact on information satisfaction. Furthermore, we find significant impact of overall confusion, attribute satisfaction and information satisfaction on purchase decision. In comparison with earlier studies the findings also suggest that confusion is an industry specific construct and highlights the need for further research in this area. 2010
This record has no associated files available for download.
More information
Published date: 1 December 2010
Identifiers
Local EPrints ID: 430380
URI: http://eprints.soton.ac.uk/id/eprint/430380
ISSN: 0098-9258
PURE UUID: 0377236f-6c5a-4c61-beb0-9ee2527e5d0f
Catalogue record
Date deposited: 26 Apr 2019 16:30
Last modified: 07 Feb 2024 03:01
Export record
Contributors
Author:
Madhumita Banerjee
Author:
Phani Tej Adidam
Download statistics
Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.
View more statistics