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Software is a very important part to implement advanced information systems, such as AI and IoT based on the latest hardware equipment of the fourth Industrial Revolution. In particular, decision making for software upgrade is one of the essential processes that can solve problems for upgrading the information systems. However, most of the decision-making studies for this purpose have been conducted only from the perspective of the IT professional and management position. Moreover, software upgrade can be influenced by various layers of decision makers, so further research is needed. Therefore, it is necessary to conduct research on what factors are required and affect the decision making of software upgrade at various layers of organization. For this purpose, decision factors of software upgrade are identified by literature review in this study. Additionally, the priority, degree of influence and relationship between the factors are analyzed by using the AHP and DEMATEL techniques at the organizational level of users, managers and IT professionals. The results show that the priority, weight value, causal relationship of decision factors of users, managers and IT professionals who constitute the organizational level were very different. The managers first considered the benefits, such as ROI, for organization as a leader. The users tended to consider their work efficiency and changes due to the software upgrade first. Finally, the IT professionals considered ROI, budget and compatibility for the aspect of the managers and users. Therefore, the related information of each organizational level can be presented more clearly for the systematic and symmetrical decision making of software upgrade based on the results of this study.

Hybrid Analysis of the Decision-Making Factors for Software Upgrade Based on the Integration of AHP and DEMATEL