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

Dublin Core

Title

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

Creator

Prita Ayu Kusumawardhany, Denis Fidita Karya

Proceedings Item Type Metadata

meta_title

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

Abstract/Description

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.

publication_date

2025/06/15

pdf_url

https://insyma.org/proceedings/files/articles/Prita_Ayu_Kusumawardhany.pdf

abstract_html_url

https://insyma.org/proceedings/items/show/316

keywords

ChatGPT, Innovation Characteristics, Perceived Trustworthiness, Affective Response, Word of Mouth, Generation Z, Tourism Information Search, AI Adoption.

firstpage

29

lastpage

34

issn

3047-857X

conference

Proceedings of the International Symposium on Management (INSYMA)

Volume

22

publisher_name

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Author #1

Prita Ayu Kusumawardhany

Author #2

Denis Fidita Karya

no article

5

authors

Prita Ayu Kusumawardhany, Denis Fidita Karya

Files

Prita_Ayu_Kusumawardhany.pdf

Citation

Prita Ayu Kusumawardhany, Denis Fidita Karya, “Adoption of ChatGPT for Travel Information: Exploring Innovation, Trust, and Word of Mouth among Gen Z,” Proceedings of the International Symposium on Management (INSYMA), accessed July 1, 2025, https://insyma.org/proceedings/items/show/316.

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