Decision Science Commons^™

Exploring The Determinants Of User Discontinuance In Ai-Driven Usage-Based Insurance, Wenzhuo Li

Theses and Dissertations in Business Administration

While interest in algorithmic decision-making continues to grow, limited research has examined the post-adoption phase. This study examines how users evaluate their post-adoption experiences with algorithmic decision-making in the context of usage-based insurance (UBI), focusing on how expectation disconfirmation shapes satisfaction and the intention to discontinue use. It explores two key questions: What factors influence users’ discontinuance intention toward AI-based UBI systems? And how do specific algorithmic characteristics alter how users form these post-adoption evaluations? To investigate these questions, this study develops a comprehensive theoretical model that integrates the Expectation Confirmation Model and Reactance Theory, incorporating additional factors such as …