Antecedents and Consequences of Consumer Confusion in the Financial Services Industry

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

Research output: Chapter in Book/Conference proceeding with ISSN or ISBNConference contribution with ISSN or ISBN

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 languageEnglish
Title of host publication38th European Marketing Academy Conference: Marketing & the core disciplines
Publication statusPublished - May 2009
Event38th European Marketing Academy Conference: Marketing & the core disciplines - Nantes, France
Duration: 1 May 2009 → …

Conference

Conference38th European Marketing Academy Conference: Marketing & the core disciplines
Period1/05/09 → …

Keywords

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

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