Rethinking Information Quality: How Trust in ChatGPT Shapes Destination Visit Intentions

Tedjakusuma, Adi Prasetyo and Liu, Li-Wei and Eunike, Ixora Javanisa and Silalahi, Andri Dayarana K. (2025) Rethinking Information Quality: How Trust in ChatGPT Shapes Destination Visit Intentions. Tourism and Hospitality, 6 (4). 178/1-16. ISSN 2673-5768

PDF tourismhosp-06-00178.pdf Download (670kB)

Abstract

The present study examines the role of ChatGPT as a travel advisor in influencing tourists’ decision-making in regard to destination visit intentions. Grounded in the Information Systems Success (ISS) model, this study explores three primary relationships: (1) the effect of information quality on users’ trust in ChatGPT’s travel recommendations, (2) the impact of trust in ChatGPT’s travel recommendations on destination visit intentions, and (3) the moderating role of destination images in the relationship between information quality and trust. This research employed a quantitative research design, collecting data from 528 Indonesian ChatGPT users. The findings show that information quality does not significantly shape users’ trust in ChatGPT’s travel advice, contradicting the classical ISS-Model prediction. In contrast, trust in ChatGPT’s travel recommendations exerts a significant positive effect on destination visit intentions, and the destination image fails to moderate the information–quality–trust link. This study provides practical guidance for Destination Management Organizations (DMOs), travel agencies, and policymakers seeking to optimize AI-driven tourism marketing by focusing on interactive storytelling and personalized engagement rather than solely focusing on information quality.

Item Type:	Article
Uncontrolled Keywords:	information quality; trust; destination image; destination visit intention; ChatGPT
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Adi Tedjakusuma
Date Deposited:	30 Sep 2025 02:52
Last Modified:	30 Sep 2025 02:52
URI:	http://repository.ubaya.ac.id/id/eprint/49617

Actions (login required)

View Item