Antecedents and Consequences of Consumer Confusion in the Financial Services Industry

Francisca Farache Aureliano Da Silva; Paurav Shukla; Valeria Upchurch; Stefania Ruggeri; Marinos Ioannou

Antecedents and Consequences of Consumer Confusion in the Financial Services Industry

Francisca Farache Aureliano Da Silva, Paurav Shukla, Valeria Upchurch, Stefania Ruggeri, Marinos Ioannou

University of Brighton

Research output: Chapter in Book/Conference proceeding with ISSN or ISBN › Conference contribution with ISSN or ISBN › peer-review

Abstract

Limited attention has been given to the construct of consumer confusion. Furthermore, studies have not discussed the impact of confusion on behavioural constructs such as satisfaction and loyalty. 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, product and information confusion significantly affect overall confusion. Moreover, product and information satisfaction have a significant impact on loyalty. 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.

Original language	English
Title of host publication	38th European Marketing Academy Conference: Marketing & the core disciplines
Publication status	Published - May 2009
Event	38th European Marketing Academy Conference: Marketing & the core disciplines - Nantes, France Duration: 1 May 2009 → …

Conference

Conference	38th European Marketing Academy Conference: Marketing & the core disciplines
Period	1/05/09 → …

Keywords

Consumer confusion, consumer expectations, satisfaction, loyalty, financial services

Cite this

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title = "Antecedents and Consequences of Consumer Confusion in the Financial Services Industry",

abstract = "Limited attention has been given to the construct of consumer confusion. Furthermore, studies have not discussed the impact of confusion on behavioural constructs such as satisfaction and loyalty. 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, product and information confusion significantly affect overall confusion. Moreover, product and information satisfaction have a significant impact on loyalty. 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.",

keywords = "Consumer confusion, consumer expectations, satisfaction, loyalty, financial services",

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year = "2009",

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Antecedents and Consequences of Consumer Confusion in the Financial Services Industry. / Farache Aureliano Da Silva, Francisca; Shukla, Paurav; Upchurch, Valeria et al.
38th European Marketing Academy Conference: Marketing & the core disciplines. 2009.

Research output: Chapter in Book/Conference proceeding with ISSN or ISBN › Conference contribution with ISSN or ISBN › peer-review

TY - GEN

T1 - Antecedents and Consequences of Consumer Confusion in the Financial Services Industry

AU - Farache Aureliano Da Silva, Francisca

AU - Shukla, Paurav

AU - Upchurch, Valeria

AU - Ruggeri, Stefania

AU - Ioannou, Marinos

PY - 2009/5

Y1 - 2009/5

N2 - Limited attention has been given to the construct of consumer confusion. Furthermore, studies have not discussed the impact of confusion on behavioural constructs such as satisfaction and loyalty. 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, product and information confusion significantly affect overall confusion. Moreover, product and information satisfaction have a significant impact on loyalty. 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.

AB - Limited attention has been given to the construct of consumer confusion. Furthermore, studies have not discussed the impact of confusion on behavioural constructs such as satisfaction and loyalty. 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, product and information confusion significantly affect overall confusion. Moreover, product and information satisfaction have a significant impact on loyalty. 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.

KW - Consumer confusion, consumer expectations, satisfaction, loyalty, financial services

M3 - Conference contribution with ISSN or ISBN

BT - 38th European Marketing Academy Conference: Marketing & the core disciplines

T2 - 38th European Marketing Academy Conference: Marketing & the core disciplines

Y2 - 1 May 2009

ER -

Antecedents and Consequences of Consumer Confusion in the Financial Services Industry

Abstract

Conference

Keywords

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