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

Paurav Shukla, Madhumita Banerjee, Phani Tej Adidam

Research output: Contribution to journalArticle

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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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 journalArticle

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

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AU - Adidam, Phani Tej

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PY - 2010/10

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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.

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KW - financial services industry

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KW - customer service

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