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Impact of consumer confusion on customer satisfaction



In this blog post, I will focus on three decisive consequences of consumer confusion: (1) product satisfaction; (b) information satisfaction and (c) overall satisfaction.

Using quantitative methodology and recognized scales in the domains of psychological science and customer behavior, we through empirical observation examined the roots and consequences of customer confusion. The results suggest that expectations, attribute confusion and information confusion importantly impact overall confusion.

What Is More, we also found that product confusion importantly impacts product and information satisfaction however expectations do not. It was found that information confusion significantly impacted information satisfaction but did not impact attribute satisfaction. We also found the considerable impact of overall confusion; product satisfaction and information satisfaction on buyer behaviour. The outcomes coincide with the previous research, that consumer confusion is a multi-dimensional construct with fundamental impact on behavioral intents. There are very many most-valuable academic and managerial implications from the precedent findings.

Increasing understanding of customers and lessening confusion is one of the major aims of any organization. Moreover, in markets like banking, where many similarities of expectations, attributes and information exist within customer judgments, reduction in customer confusion can become a root of competitive advantage. The model for this research supplies directors 1st hand idea of where and how customer confusion is caused. This will aid marketers in optimizing their organisational resources to deal with the multi-faceted phenomenon of customer confusion. Marketing managers embracing consumer confusion as a uni-dimensional phenomenon may encounter undesirable results. For example, just bettering the product or service characteristic may shorten attribute confusion. However, deficient communication and highly enlarged expectations may still lift the overall confusion. Similarly, a good communication promotion with a less distinguished product or service may also elevate confusion in customers heads.

The findings indicate that information confusion has an affect on information satisfaction and which in turn, has a substantial influence on purchase decision. In the context of FSIs, this finding merits consideration especially where customers are faced with wide ranging technical and complex information on the financial products which can produce implications for buyer decision.

The findings also unveil the considerable affect of information confusion on information satisfaction. However the affect is non-significant in the case of product satisfaction. Therefore, weindicate the use of attribute and information satisfaction as distinct concepts in upcoming debates rather than applying overall satisfaction as a single construct. Furthermore, the study findings also represent the complexness of relationship between the constructs. Directors should check that they handle these concepts as stand-alone instead of taking a causal relationship.


Consequences of consumer confusion

Confusion and its impact on satisfaction


Antecedents to customer confusion in FSIs



It is only the late 20th century financial  services institutions (FSIs) such as banks, insurance companies, investment firms started changing into a distinct shape entirely. Historically, a FSI catered to only banking services (i.e. mostly a place where one can deposit and draw money or suchlike assets). Moreover, banks changed their role in a short span of time from consumer banking to manifold FSIs (i.e. banking, mortgages, insurance, credit cards, capital and bond market services, internet banking, phone banking, investment finance, etc.). This revolutionary management of customer credit and customer debt had interesting implications for their selling financial  services.

Firstly, in seeking to address every corner of the envisaged legal problems, FSIs already had time-consuming contract papers. All The Same, with complex functions consumers were at once subjected to a combination of plenteous and contradictory data, an excessive amount of brand names, and product replications.

Secondly, this one-stop function philosophy was taken about to create relief in dealings. However, as the total of functions enlarged, the complexness did too. Moreover, on the other hand, it produced wild assurance within the customers regarding their financial  judgment. For Each One of the previously observed financial  functions call for distinct set of skills to handle them All The Same, a individualistic provider and one-stop-shopping made consumers reckon that capital and bond markets investitures were as easy as banking.

Researchers suggest that product diversity can have a significantly positive impression on consumer decision making All The Same, outcomes from data-based surveys found that over-choice and overcharge of information discourages clients from pursuing with a service supplier due to confusion over a products value.

The multiplicity of financial  functions, which produced the fake confidence, may have suchlike final results pertaining to consumer confusion and service value sound judgments as noticed in other industries where product proliferations took place. However, previous studies have not looked at consumer confusion in financial  service industries.

In a novel article, published in the association for consumer research conference, investigators (Dr. Paurav Shukla, Dr. Madhumita Banerjee and Dr. Phani Tej Adidam), undertook to conceptualise and through empirical observation test a model of customer confusion in financial  services sector.

The investigators noticed important impact of expectations, attribute confusion and information confusion on overall consumer confusion. The research paper discusses how such confusion can discourage consumers from engaging with a FSIs. It has far reaching significances with regard to attracting and keeping consumers for FSIs.

Increasing understanding of consumers and diminishing confusion is one of the fundamental objectives of any firm. Furthermore, in markets like financial  services, where numerous similarities of expectations, attributes and information subsist inside customer brains, reducing in customer confusion can become a source of competitive advantage. The framework utilised for this research study furnishes marketers with a first hand estimate of where and how customer confusion is caused. This will assist managers in optimizing their organizational resources to deal the multi-faceted phenomenon of customer confusion. Marketers treating consumer confusion as a single tier conception may find unwanted outcomes.

1. Antecedents to consumer confusion in Financial Services Industry