The impact of developers’ turnover on software maintenance and its effect on customer satisfaction

Other Title(s)

تأثير دوران المطورين على صيانة البرمجيات و أثرها على رضا الزبائن

Dissertant

Hannun, Tariq

Thesis advisor

Hassunah, Yusuf

University

Birzeit University

Faculty

Faculty of Engineering and Technology

Department

Department of Computer Systems Engineering

University Country

Palestine (West Bank)

Degree

Master

Degree Date

2020

English Abstract

Studies investigating the issue of Developer Turnover and its impact on the software development process, either negatively or positively, have been in advancement for years due to the researchers' perception of the extent of this issue and the need to be mitigated or avoided if possible.

Most of these studies focused on investigating the factors that drive a developer to leave the team, as well as the effects of developer turnover on the development team.

Moving from this point, this study aims to research the problem of Developer Turnover as well but in terms of the relationship between the absence of the main developer, and the impact on software maintenance and customer satisfaction, it also, focuses on investigating the factor of knowledge loss and its effect on maintenance.

Then, it attempts to define guidelines that are drawn from the study to avoid or reduce the impact on software maintenance and reduce customer dissatisfaction.

To achieve this approach, the author relies on a sample of software projects and members of the development team in Palestinian IT companies.

The author followed exploratory research based on multiple case studies.

Used the interview as a method of data collection and thematic analysis methodology to analyze these interviews, in addition to a questionnaire as the second method of data collection based on the results of the interviews.

It is evident from the analysis of the interviews, that there is a negative impact of the developer's turnover on the development team that influences customer satisfaction for a reason related to the Palestinian region, especially the effect of "outsourcing" companies, as these companies have capabilities that are not present in other companies that rely on local business.

The second reason is the precautions taken to avoid this problem, as it is not sufficient in terms of compensation for the loss of knowledge and the circulation of information between team members and documentation.

On the other hand, the absence of this phenomenon is positively reflected in the development team and customer satisfaction.

The customer remains concerned that the developer responsible for maintenance will leave the team at any time; however, some elements lead to customer satisfaction, even with the frequent rotation of developers.

But it must be taken seriously and with interest in the software company.

As for the questionnaire, all the responses of the participants were positive, the percentage of "Strongly Agree" and "Agree" metrics was 70%, which indicates an agreement with the themes resulting from the analysis of the interviews.

Accordingly, the author drafted guidelines that address factors from interviews with development team members and customers to avoid or reduce the problem of switching a team member.

Main Topic

Information Technology and Computer Science

No. of Pages

141

Table of Contents

Table of contents.

Abstract.

Abstract in Arabic.

Chapter One : Introduction.

Chapter Two : Background and literature review.

Chapter Three : Research methodology.

Chapter Four : Data collection, results and analysis.

Chapter Five : Conclusion and future work.

References.

American Psychological Association (APA)

Hannun, Tariq. (2020). The impact of developers’ turnover on software maintenance and its effect on customer satisfaction. (Master's theses Theses and Dissertations Master). Birzeit University, Palestine (West Bank)
https://search.emarefa.net/detail/BIM-977549

Modern Language Association (MLA)

Hannun, Tariq. The impact of developers’ turnover on software maintenance and its effect on customer satisfaction. (Master's theses Theses and Dissertations Master). Birzeit University. (2020).
https://search.emarefa.net/detail/BIM-977549

American Medical Association (AMA)

Hannun, Tariq. (2020). The impact of developers’ turnover on software maintenance and its effect on customer satisfaction. (Master's theses Theses and Dissertations Master). Birzeit University, Palestine (West Bank)
https://search.emarefa.net/detail/BIM-977549

Language

English

Data Type

Arab Theses

Record ID

BIM-977549