The objective of this study was to investigate the influence of project customer factors on implementation of information technology projects by commercial banks in Kenya. Project customer factors in this study included user support user participation client training and education and client experience. Ineffectiveness arises when such projects do not meet time, cost and quality criteria in the course of their lifecycle. Ineffective implementation of information technology projects by commercial banks in Kenya has been of major concern to various stakeholders. Implications for practice and future research include identifying and managing project attributes related to complexity to increase the likelihood of project success, and further investigation of project attributes related to project complexity, complication, and success. The study expanded the application of complex adaptive systems theory to project management theory by providing empirical evidence of a distinction between project complexity and project complication, and between their respective relationships with project success. Results indicated IT project complexity and IT project complication were positively correlated, but IT project complexity had a greater negative correlation with IT project success. The survey data was analyzed and transformed, and parametric Pearson's correlation coefficients and nonparametric Kendall's taub and Spearman's rho correlations were determined. A total of 235 qualified responses were received, exceeding the minimum sample size of n = 115 determined by power analysis. The survey was tested and administered to the U.S.-based membership of the Project Management Institute's Information Systems Community of Practice (PMI IS CoP). To help reduce the frequency of IT project failure, project attributes that contribute to complexity and complication were identified from literature, and a survey instrument was developed to measure and investigate relationships between IT project complication, IT project complexity, and IT project success. To investigate the problem, a distinction was made between project complexity and project complication. Most existing schools of project management theory are based on the rational systems view however, for projects with a high degree of complexity, a complex adaptive systems view more effectively describes the full range of project behavior. Due to the abstract nature and inherent complexity of software development, IT projects are among the most complex projects encountered. "The specific problem addressed in this study was the low success rate of information technology (IT) projects in the U.S.
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