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 language | English |
|---|---|
| Pages (from-to) | 292-297 |
| Number of pages | 6 |
| Journal | Advances in Consumer Research |
| Volume | 37 |
| Publication status | Published - Oct 2010 |
Keywords
- consumer attitudes
- financial services industry
- consumer education
- customer service
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Shukla, P., Banerjee, M., & Adidam, P. T. (2010). Antecedents and consequences of consumer confusion: analysis of the financial services industry. Advances in Consumer Research, 37, 292-297. http://connection.ebscohost.com/c/articles/57667847/antecedents-consequences-consumer-confusion-analysis-financial-services-industry