Information Ambiguity, Information Over-‎Load and SME’s Sustainability

  • Authors

    • Teofilus Universitas Ciputra, Indonesia
    • Yoseva Maria Pujirahayu Sumaji Universitas Ciputra, Indonesia
    • Yohan Kurniawan Universiti Malaysia Kelantan, Malaysia
    • Timotius Febry Christian Universitas Ciputra, Indonesia
    • Christina Whidya Utami Universitas Ciputra, Indonesia
    https://doi.org/10.14419/bh9jks88

    Received date: July 22, 2025

    Accepted date: October 9, 2025

    Published date: February 24, 2026

  • Information Ambiguity; Information Overload; SME’s; Sustainability; Developed Countries

  • Abstract

    This research examines the connection between information ambiguity, information overload, and purchase intention in the context of Micro, ‎Small and Medium Enterprises (MSMEs) in East Java. Utilizing the Stimulus-Organism-Response (SOR) theory, the study employs me-‎diation regression with SPSS PROCESS, to test the proposed hypothesis. Data was collected from 535 participants out of the total of 550 ‎who were successfully recruited, with an overall response rate of 97%. The results indicate that information ambiguity has a low direct im-‎pact on purchase intention (β = 0.0821). Nevertheless, when assessing the indirect effect, it was discovered that information ambiguity can-‎not affect purchase intention in the absence of information overload (β = 0.3641). These findings have theoretical implications, highlighting ‎the importance of extending or modifying the SOR concept to account for the role of information overload as a mediator in the relationship ‎between stimulus (information ambiguity) and response (purchase intention). From a managerial perspective, these findings emphasize the ‎significance of MSMEs carefully managing the information they convey to consumers and improving their understanding of consumer ‎behavior and the factors that influence purchasing decisions. By doing so, they can develop more effective marketing strategies and ‎strengthen their relationships with consumers, thus supporting the growth of their business in a competitive environment.

  • References

    1. Agnihotri, D., Chaturvedi, P., & Tripathi, V. (2025). The impact of social media influencer information overload on purchase avoidance: the role of customer confusion and prior product knowledge. Journal of Research in Interactive Marketing, 19(6), 897-916. https://doi.org/10.1108/JRIM-12-2023-0454.
    2. Ali, S. M. S. (2025). Cognitive biases in digital decision making: How consumers navigate information overload (Consumer Behavior). Advances in Consumer Research, 2, 168-177. https://acr-journal.com/article/cognitive-biases-in-digital-decision-making-how-consumers-navigate-information-overload-consumer-behavior--889/.
    3. Asih, D., Teofilus, T., Sutrisno, T. F. C. W., & Yoana, C. (2020). The effectiveness of social media based on photo and video sharing towards online purchase intention. Jurnal Siasat Bisnis, 24(2), 179-186. https://doi.org/10.20885/jsb.vol24.iss2.art7.
    4. Breskich, V., Potjanajaruwit, P., & Uvarova, S. (2021). Operational strategies influencing small and medium enterprises (SMEs) into creative econ-omy businesses. E3S Web of Conferences, 244. https://doi.org/10.1051/e3sconf/202124410017.
    5. Buffington, J., & McCubbrey, D. (2011). A conceptual framework of generative customization as an approach to product innovation and fulfill-ment. European Journal of Innovation Management, 14(3), 388-403. https://doi.org/10.1108/14601061111148852.
    6. Caliskan, A., Özkan Özen, Y. D., & Ozturkoglu, Y. (2020). Digital transformation of traditional marketing business model in new industry era. Journal of Enterprise Information Management, ahead-of-print(ahead-of-print). https://doi.org/10.1108/JEIM-02-2020-0084.
    7. Choi, H., & Kandampully, J. (2019). The effect of atmosphere on customer engagement in upscale hotels: An application of S-O-R paradigm. Inter-national Journal of Hospitality Management, 77, 40-50. https://doi.org/10.1016/j.ijhm.2018.06.012.
    8. Choi, S. h., & Wu, H. C. (2018). Tourism communicative actions of sojourners and information recipients. Journal of Destination Marketing & Management, 9, 279-287. https://doi.org/10.1016/j.jdmm.2018.02.005.
    9. Ding, X. Y., Zhang, X., & Wang, G. (2017). Do you Get Tired of Shopping Online? Exploring the Influence of Information Overload on Subjec-tive States towards Purchase Decision. AIS Electronic Library (AISeL).
    10. Dost, F., Wilken, R., Eisenbeiss, M., & Skiera, B. (2014). On the Edge of Buying: A Targeting Approach for Indecisive Buyers Based on Willing-ness-to-Pay Ranges. Journal of Retailing, 90(3), 393-407. https://doi.org/10.1016/j.jretai.2014.03.007.
    11. Fransen, M. L., Rompay, T. J. L. v., & Muntinga, D. G. (2013). Increasing sponsorship effectiveness through brand experience. International Jour-nal of Sports Marketing and Sponsorship, 14(2), 37-50. https://doi.org/10.1108/IJSMS-14-02-2013-B004.
    12. Freudenreich, B., Lüdeke-Freund, F., & Schaltegger, S. (2019). A Stakeholder Theory Perspective on Business Models: Value Creation for Sustain-ability. Journal of Business Ethics. https://doi.org/10.1007/s10551-019-04112-z.
    13. Hair, J. J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2017). Multivariate Data Analysis (Vol. Seventh Edition). Pearson Education Limited.
    14. Haltigan, J. D., Pringsheim, T. M., & Rajkumar, G. (2023). Social media as an incubator of personality and behavioral psychopathology: Symptom and disorder authenticity or psychosomatic social contagion? Compr Psychiatry, 121, 152362. https://doi.org/10.1016/j.comppsych.2022.152362.
    15. Hu, H.-f., & Krishen, A. S. (2019). When is enough, enough? Investigating product reviews and information overload from a consumer empower-ment perspective. Journal of Business Research, 100, 27-37. https://doi.org/10.1016/j.jbusres.2019.03.011.
    16. Hussinger, K., & Pacher, S. (2019). Information ambiguity, patents and the market value of innovative assets. Research Policy, 48(3), 665-675. https://doi.org/10.1016/j.respol.2018.10.022.
    17. Julian Thomas, M., Wirtz, B. W., & Weyerer, J. C. (2019). DETERMINANTS OF ONLINE REVIEW CREDIBILITY AND ITS IMPACT ON CONSUMERS’ PURCHASE INTENTION. Journal of Electronic Commerce Research, 20(1), 1-20.
    18. Kamboj, S., Sarmah, B., Gupta, S., & Dwivedi, Y. (2018). Examining branding co-creation in brand communities on social media: Applying the paradigm of Stimulus-Organism-Response. International Journal of Information Management, 39, 169-185. https://doi.org/10.1016/j.ijinfomgt.2017.12.001.
    19. Kannan, V. R., & Tan, K. C. (2002). Supplier selection and assessment Their impact on business performance. Journal of Supply Chain Manage-ment, 38(4), 11. https://doi.org/10.1111/j.1745-493X.2002.tb00139.x.
    20. Kathleen Ngangoué, M. (2021). Learning under ambiguity: An experiment in gradual information processing. Journal of Economic Theory, 195. https://doi.org/10.1016/j.jet.2021.105282.
    21. Kops, C., & Pasichnichenko, I. (2023). Testing negative value of information and ambiguity aversion. Journal of Economic Theory, 213. https://doi.org/10.1016/j.jet.2023.105730.
    22. Laila, N., Ratnasari, R. T., Ismail, S., Mohd Hidzir, P. A., & Mahphoth, M. H. (2022). The intention of small and medium enterprises' owners to participate in waqf: the case of Malaysia and Indonesia. International Journal of Islamic and Middle Eastern Finance and Management, 16(3), 429-447. https://doi.org/10.1108/IMEFM-01-2022-0014.
    23. Liao, S., Fu, L., & Liu, Z. (2019). Investigating open innovation strategies and firm performance: the moderating role of technological capability and market information management capability. Journal of Business & Industrial Marketing, 17. https://doi.org/10.1108/JBIM-01-2018-0051.
    24. Meng-Hsien, L., Samantha, N. N. C., & Terry, L. C. (2018). Understanding olfaction and emotions and the moderating role of individual differ-ences. European Journal of Marketing. https://doi.org/10.1108/EJM-05-2015-0284.
    25. Oklander, M., Yashkina, O., Zlatova, I., Cicekli, I., & Letunovska, N. (2024). Digital Marketing in the Survival and Growth Strategies of Small and Medium-Sized Businesses During the War in Ukraine. Marketing and Management of Innovations(15), 1. https://doi.org/10.21272/mmi.2024.1-02.
    26. Osamuyimen Eboigbe, E., Ajoke Farayola, O., Obinna Daraojimba, D., Olumuyiwa Samod, B., & Chinyere Okonkwo, F. (2023). Expanding Small Businesses in Developing Countries: Analyzing Recent Trends and Exploring New Growth Strategies in the Global South. Journal Of Third World Economics, 1(1), 119-126. https://doi.org/10.26480/jtwe.02.2023.119.126.
    27. Pena-Garcia, N., Gil-Saura, I., Rodriguez-Orejuela, A., & Siqueira-Junior, J. R. (2020). Purchase intention and purchase behavior online: A cross-cultural approach. Heliyon, 6(6), e04284. https://doi.org/10.1016/j.heliyon.2020.e04284.
    28. Porat, T., & Tractinsky, N. (2008). Affect as a Mediator between Web-Store Design and Consumers’ Attitudes toward the Store. In Affect and Emotion in Human-Computer Interaction (pp. 142-153). https://doi.org/10.1007/978-3-540-85099-1_12.
    29. Rahman, F., & Soesilo, P. K. M. (2018). The effect of information exposure of contract manufacturing practice on consumers' perceived risk, per-ceived quality, and intention to purchase private label brand. Journal of Retailing and Consumer Services, 42, 37-46. https://doi.org/10.1016/j.jretconser.2018.01.010.
    30. Rangaswamy, A., Moch, N., Felten, C., van Bruggen, G., Wieringa, J. E., & Wirtz, J. (2020). The Role of Marketing in Digital Business Platforms. Journal of Interactive Marketing, 51, 72-90. https://doi.org/10.1016/j.intmar.2020.04.006.
    31. Ridwan Maksum, I., Yayuk Sri Rahayu, A., & Kusumawardhani, D. (2020). A Social Enterprise Approach to Empowering Micro, Small and Medi-um Enterprises (SMEs) in Indonesia. Journal of Open Innovation: Technology, Market, and Complexity, 6(3). https://doi.org/10.3390/joitmc6030050.
    32. Roetzel, P. G. (2018). Information overload in the information age: a review of the literature from business administration, business psychology, and related disciplines with a bibliometric approach and framework development. Business Research, 12(2), 479-522. https://doi.org/10.1007/s40685-018-0069-z.
    33. Shahzad, A., bin Zakaria, M. S. A., Kotzab, H., Makki, M. A. M., Hussain, A., & Fischer, J. (2023). Adoption of fourth industrial revolution 4.0 among Malaysian small and medium enterprises (SMEs). Humanities and Social Sciences Communications, 10(1). https://doi.org/10.1057/s41599-023-02076-0.
    34. Soucek, R., & Moser, K. (2010). Coping with information overload in email communication: Evaluation of a training intervention. Computers in Human Behavior, 26(6), 1458-1466. https://doi.org/10.1016/j.chb.2010.04.024.
    35. Sow, A. N. G., Basiruddin, R., Mohammad, J., & Abdul Rasid, S. Z. (2018). Fraud prevention in Malaysian small and medium enterprises (SMEs). Journal of Financial Crime, 25(2), 499-517. https://doi.org/10.1108/JFC-05-2017-0049.
    36. Swar, B., Hameed, T., & Reychav, I. (2017). Information overload, psychological ill-being, and behavioral intention to continue online healthcare information search. Computers in Human Behavior, 70, 416-425. https://doi.org/10.1016/j.chb.2016.12.068.
    37. Veseli-Kurtishi, T. (2023). The Impact of Digital Marketing on the Performance of Small and Medium–Sized Enterprises in North Macedonia. Marketing and Branding Research, 11, 1-11. https://doi.org/10.32038/mbr.2024.11.01.01.
    38. Yew, L. K., & Tan, J. D. (2022). Adapting to local markets and political changes: Chinese businesses in Malaysia and Indonesia. South East Asia Research, 30(4), 452-471. https://doi.org/10.1080/0967828X.2022.2145989.

  • Downloads

  • How to Cite

    Teofilus, Sumaji, Y. M. P., Kurniawan, Y., Christian, T. F., & Utami, C. W. (2026). Information Ambiguity, Information Over-‎Load and SME’s Sustainability. International Journal of Accounting and Economics Studies, 13(2), 325-330. https://doi.org/10.14419/bh9jks88