Date of Award

Summer 8-2026

Document Type

Dissertation

Degree Name

Doctor of Philosophy (PhD)

Department

Information Technology & Decision Sciences

Program/Concentration

Business Administration - Information Technology

Committee Director

Lan Cao

Committee Member

Eunice Park

Committee Member

Lin Guo

Abstract

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 perceived control, privacy concerns, algorithmic justice, and algorithmic transparency. This study adopts a cross-sectional research design to empirically test the proposed model. Data were collected from 530 current UBI users and analyzed using structural equation modeling. The results support most of the proposed hypotheses, showing that these factors interact to significantly shape user dissatisfaction and intentions to discontinue participation in algorithmic decision-making programs in the context of UBI. This study contributes to post-adoption and technology discontinuance literature by extending its scope to AI systems that operate with limited user interaction or primarily serve monitoring functions, such as those found in the AI-based UBI system. The findings also provide practical implications for insurance providers, developers, and policymakers, highlighting how design choices, particularly those related to control, justice, and transparency, influence user trust and continued engagement.

Rights

In Copyright. URI: http://rightsstatements.org/vocab/InC/1.0/ This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s).

DOI

10.25777/gdx2-6432

ISBN

9798193214175

ORCID

0000-0002-0079-8978

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