Driving service quality to digital success in operations through IoT adoption: insights from manufacturing and logistics services

Purpose Digitalization is transforming industries, and understanding the key factors for its successful implementation is crucial for organizations that aim to fully leverage its potential. The service industry faces challenges related to quality management and service quality management. Considering this, current research investigates how the successful implementation of Internet of Things (IoT) technologies within organizational operations influences service quality dimensions of reliability, efficiency and fulfillment through quality management practices. Design/methodology/approach A conceptual model has been proposed within the Technology–Organization–Environment (TOE) framework, based on both direct and indirect connections. A quantitative research approach was employed on 954 samples (observations were based on logistics and manufacturing firms) collected through a well-designed questionnaire in China. Structural equation modeling was executed through SmartPLS 4.0 and SPSS to complete the analysis for the proposed hypothesis. Findings The results show that the successful implementation of IoT technologies significantly shapes reliability, efficiency and fulfillment under direct and indirect effects of quality management. The analysis suggested that firms need to invest in robust IoT infrastructure and align their service quality initiatives to ensure a comprehensive and strategic approach to digital transformation. Practical implications Current analysis can benefit managers and policymakers by championing digitalization policies and creating frameworks that support IoT integration in organizations. Originality/value This outcome advances theoretical and managerial understandings in digital transformation and provides empirical evidence by examining how IoT adoption influences service quality outcomes through the mediating role of quality management.