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

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, 39. pp. 292-297. ISSN 0098-9258

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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.

Item Type: Journal article
Uncontrolled Keywords: consumer confusion, financial services, marketing, product, information, technology convergence
Subjects: N000 Business and Management
N000 Business and Management > N500 Marketing > N510 Market Research
N000 Business and Management > N500 Marketing
Faculties: Brighton Business School
Depositing User: Paurav Shukla
Date Deposited: 02 Sep 2010 10:22
Last Modified: 28 Mar 2012 07:51
URI: http://eprints.brighton.ac.uk/id/eprint/7505

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