Quality management in the service sector under the digital transformation of the economy

Abstract

The service sector is the structural core of the Russian economy, generating about 5,5 % of GDP, and at the same time it has become the main field of digital transformation. The aim of the article is to reveal the mechanisms through which digital transformation affects the quality management system in services and to substantiate a corresponding conceptual model. The study is based on real statistical data from Rosstat, HSE University, the Ministry of Digital Development of the Russian Federation and industry analytics for 2020–2024, using comparative and structural analysis. It is established that the digital service segment develops at an outstripping pace: e-commerce has grown more than fourfold, spending on the digital economy has reached 6.7 trillion roubles (3,3 % of GDP), and the number of users of the Gosuslugi portal has exceeded 120 million. A conceptual model is proposed that integrates digital technologies into the PDCA cycle with a closed data-driven feedback loop, together with a functional mapping of technologies and quality management functions. A transition from periodic control to continuous datadriven quality management is substantiated.