Journal of Industrial Engineering and Management Studies

Abstract Software development projects in the banking industry face numerous challenges on the path to success due to extensive stakeholder interactions, the need for change management, and technical and managerial complexities. Previous research has shown that the success of these projects depends not only on hard factors (such as budget and scheduling) but also on soft factors (such as organizational culture, team interaction, and product quality). Accordingly, the present study aims to identify and determine the soft criteria influencing the success of such projects. This exploratory, applied, and mixed-methods study, using a descriptive-survey approach, initially identified criteria and sub-criteria through a meta-synthesis method by reviewing 30 selected articles. As a result, 51 sub-criteria, 11 key criteria, and 3 main domains were extracted and presented in the form of a theoretical model. In the next step, through interviews with experts in the banking network, the number of sub-criteria increased to 63. After screening through two rounds of Fuzzy Delphi by employees of Refah Bank, 38 sub-criteria and 11 key criteria were finalized. Then, using the Fuzzy DEMATEL technique, the influence and interdependence of the criteria were analyzed, and the causal diagram and network of relationships highlighted the central role of "product quality”. Findings showed that "product quality", characterized by factors such as reduced downtime, system security, and code quality, has the greatest influence. Following that, criteria such as project resource management, digital governance realization, proper utilization, and stakeholder satisfaction were identified as key factors. These results can assist banking project managers in improving product quality and increasing the likelihood of project success.