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

Paurav Shukla, Madhumita Banerjee, Phani Tej Adidam

Research output: Contribution to journal › 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.
Original languageEnglish
Pages (from-to)292-297
Number of pages6
JournalAdvances in Consumer Research
Volume37
Publication statusPublished - Oct 2010

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Confusion
Industry
Financial services industry

Keywords

  • consumer attitudes
  • financial services industry
  • consumer education
  • customer service

Cite this

Shukla, Paurav ; Banerjee, Madhumita ; Adidam, Phani Tej. / Antecedents and consequences of consumer confusion: analysis of the financial services industry. In: Advances in Consumer Research. 2010 ; Vol. 37. pp. 292-297.
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Shukla, P, Banerjee, M & Adidam, PT 2010, 'Antecedents and consequences of consumer confusion: analysis of the financial services industry', Advances in Consumer Research, vol. 37, pp. 292-297.

Antecedents and consequences of consumer confusion: analysis of the financial services industry. / Shukla, Paurav; Banerjee, Madhumita; Adidam, Phani Tej.

In: Advances in Consumer Research, Vol. 37, 10.2010, p. 292-297.

Research output: Contribution to journal › Article

TY - JOUR

T1 - Antecedents and consequences of consumer confusion: analysis of the financial services industry

AU - Shukla, Paurav

AU - Banerjee, Madhumita

AU - Adidam, Phani Tej

N1 - Full text not available online ET 7-6-13

PY - 2010/10

Y1 - 2010/10

N2 - 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.

AB - 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.

KW - consumer attitudes

KW - financial services industry

KW - consumer education

KW - customer service

M3 - Article

VL - 37

SP - 292

EP - 297

JO - Advances in Consumer Research

JF - Advances in Consumer Research

SN - 0098-9258

ER -

Shukla P, Banerjee M, Adidam PT. Antecedents and consequences of consumer confusion: analysis of the financial services industry. Advances in Consumer Research. 2010 Oct;37:292-297.

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