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Antecedents and consequences of consumer confusion: Analysis of the financial services industry

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

0098-9258
292-298
Shukla, Paurav
d3acd968-350b-40cf-890b-12c2e7aaa49d
Banerjee, Madhumita
aa2f5228-6b0c-409b-abfe-5d141b9285bc
Adidam, Phani Tej
982d0886-e785-4750-84c2-75e47c83ed94
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, 292-298.

Record type: Article

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

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More information

Published date: 1 December 2010

Identifiers

Local EPrints ID: 430380
URI: https://eprints.soton.ac.uk/id/eprint/430380
ISSN: 0098-9258
PURE UUID: 0377236f-6c5a-4c61-beb0-9ee2527e5d0f
ORCID for Paurav Shukla: ORCID iD orcid.org/0000-0003-1957-8622

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Date deposited: 26 Apr 2019 16:30
Last modified: 29 Aug 2019 00:21

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