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An Assessment on Service Quality in the Ethiopian Insurance Industry: A PLS-SEM Analysis

Mubarek Sadik Hussen, Abdo Dabaso Jaldesa, Garbicha Duba Wako

Journal of Emerging Markets and Management · 96–113 · 10.63385/jemm.v2i3.101059

This study presents a rigorous quantitative investigation of the determinants of customer satisfaction in the Ethiopian insurance sector, grounded in the Service Quality (SERVQUAL) model. The research analyzes empirical data using Partial Least Squares Structural Equation Modeling (PLS-SEM) to evaluate information gathered from