Adoption of ChatGPT for Travel Information: Exploring Innovation, Trust, and Word of Mouth among Gen Z

Abstract

The rapid development of digital technology has significantly transformed how individuals search for information, including travel destination information. This study aims to examine the influence of ChatGPT's innovation characteristics and perceived trustworthiness on affective response and word of mouth (WOM) among Generation Z users in Surabaya, Indonesia. Using a quantitative approach, data were collected from 100 respondents through an online questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that ChatGPT’s innovation characteristics positively influence both affective response and perceived trustworthiness. Affective response significantly impacts WOM, highlighting the critical role of emotional engagement in promoting user recommendations. However, perceived trustworthiness does not directly affect WOM, indicating that trust alone is insufficient to drive users to recommend ChatGPT without strong emotional involvement. This study expand research on AI adoption in the tourism sector and provides practical insights for AI developers and tourism marketers targeting Generation Z users.