Abstract
Emerging technologies have been bringing new ideas and practical ways of doing things since the inception of computers many decades ago. Service quality is the blood line of why telecoms companies are in the business, and service quality is a goal factor on how organizations should position themselves when offering services to customers to gain the competitive edge. The aim of this study is to identify the key dimensions of service quality and explore how the internet of things (IoT) can be applied as an emerging technology to enhance service quality in enterprise network connectivity delivery projects and improve overall service quality performance. This research study is qualitative in nature and utilises an inductive approach, employing theoretical sampling methods to gather data through semi-structured interviews. The Gioia methodology is employed in this study to analyze data to develop a data structure and grounded model to meet the standards for a qualitative research study. The study has developed a new model as an aggregate dimension using the Gioia method. The results of this study would empower infrastructure delivery managers to effectively manage the enterprise network connectivity delivery projects. This research study underscores the importance of embracing and adopting IoT technology to enhance digital inclusion with service quality to gain the competitive edge in the market.