Evaluating the Impact of Network Fault Management, Technical Team Training, and SLA Compliance on Service Quality in Next-Generation Telecom Networks: Evidence from the GCC Region

Abstract

This study examines how network fault management, technical staff training, and Service Level Agreement (SLA) compliance influence service quality in next-generation telecom networks (NGN/IMS) across the Gulf region. As digital communication infrastructure becomes increasingly complex and mission-critical, telecom operators face growing pressure to ensure uninterrupted services, rapid fault resolution, and highly trained network teams. The objective of this study is to assess the extent to which operational strategies—specifically end-to-end fault traceability, proactive monitoring tools, and structured staff training—contribute to improved service quality in NGN/IMS environments. A quantitative research design was employed, with data collected from 300 telecom professionals across network operations centers (NOCs), technical support teams, and service assurance departments in Saudi Arabia, UAE, and Qatar. The sample included engineers, team leads, and managers working with vendors such as Huawei, Cisco, and Alcatel. Survey instruments measured perceived service quality, response efficiency, and customer satisfaction. The results revealed that all three factors significantly and positively influence service quality (p < 0.05). SLA compliance emerged as the most influential driver, followed closely by technical team training and robust network fault management. The findings underscore the importance of real-time monitoring, continuous learning, and SLA adherence in enhancing customer experience and operational resilience in telecom networks.