Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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The Effect of the Project Plan Variance on Customer Satisfaction: Focus on IT Project Results

프로젝트 계획의 변동이 고객만족도에 미치는 영향: IT 프로젝트 결과 중심으로

  • 윤형석 (한양대학교 대학원 경영대학) ;
  • 이석주 (피엠전문가 협회) ;
  • 김승철 (한양대학교 경영대학 경영학과) ;
  • 박소현 (건국대학교 경영대학)
  • Received : 2022.08.28
  • Accepted : 2022.10.21
  • Published : 2022.10.31
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Abstract

Companies are planning and executing IT projects using information technology as a means to secure external competitiveness. However, IT projects have high risks and uncertainties due to the invisibility of outputs (systems, services, products), and changes in plans frequently occur during project execution. As a result, most IT projects are closed without achieving the target performance. This can lead to a waste of resources and money for the company, which in turn leads to the loss of opportunities to enter new markets. This study intends to analyze the effect of changes in the project plan on customer satisfaction, which is the project performance. Also, we want to find the importance of project planning so that the target performance of the IT project can be achieved. For the empirical analysis of this study, about 500 actual project data were collected. As for the analysis method, statistical analysis such as simple and multiple regression analysis and control effect was performed. Looking at the results of the analysis, it was found that the scope change affects the cost change and the schedule change. Also, changes in scope and cost were found to affect project performance. The theoretical performance of this study proved the theoretical fact that good project performance comes out if the IT project is executed as planned. The practical performance suggested the need for a change in project management by proving that thorough execution of the project planning stage can improve the project performance in the Korean project management culture, where the project planning stage is poorly performed for the rapid implementation of the IT project.

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References

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