Service Quality Challenges and Indicators in Internet of Things Applications

In recent years, organizations have faced various challenges such as increasing competition in operational areas. In recent years, we have encountered an emerging phenomenon called Internet of Things technology, whose wide applications have been investigated in industries, trade, smart services, healthcare, etc., however, the qualitative aspects of the problem remains unknown. It is expected that services based on the Internet of Things will increase the quality level of such services, in addition to reducing costs. However, the multiplicity of protocols, the amount of sending packets in the network, the sensitivity of packets to delay and data loss, etc., have various levels of service quality and have different evaluation indicators that require deep analysis and investigation. The purpose of this research is to identify and prioritize the technological applications of the Internet of Things and related service quality management by using the structural interpretation approach and examining the required indicators in this regard. The results of this study can be used in the development of models and frameworks to improve service quality management in the Internet of Things network.