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ArticleOpen AccessPublished: 28 October 2026

The Fiduciary Digital Encounter: Developing a Grounded Theory of Institutional Trust Work and Service Quality in Nigeria's SME Banking Ecosystem

Ekejiuba Augustine Nnaemeka

Journal of Emerging Markets and Management · 114–131 · 10.63385/jemm.v2i3.102684

This study develops a grounded theory of digital banking service quality by examining how Small and Medium-sized Enterprises (SMEs) in Nigeria evaluate digital banking services under conditions of institutional uncertainty. Using a Straussian grounded theory approach, data were collected through 54 in-depth episodic narrative in

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ArticleOpen AccessPublished: 18 October 2026

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

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