ChatGPT as a Real-Time Travel Companion: During-Trip Support and Tourist Satisfaction

Tedjakusuma, Adi Prasetyo and Kulachai, Waiphot (2026) ChatGPT as a Real-Time Travel Companion: During-Trip Support and Tourist Satisfaction. Tourism and Hospitality, 07 (01). pp. 23-24. ISSN 2673-5768

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Abstract

Grounded in the Stimulus–Organism–Response (SOR) framework, this study examines how tourists’ in-trip use of ChatGPT shapes satisfaction during leisure travel. Survey data from 502 Indonesian travellers were analysed using PLS-SEM. Information diagnosticity, task efficiency, and perceived social support significantly strengthen travellers’ confidence in on-site choices, with social support emerging as the strongest predictor. Greater confidence elevates positive destination emotion, which in turn enhances tourist satisfaction, supporting a sequential cognition–affect mechanism. The study extends SOR to the during-trip stage by conceptualising ChatGPT as a real-time, dialogic stimulus that influences experience formation. Practically, destination and tourism firms can deploy ChatGPT at key on-site touchpoints and prioritise reassuring, effort-reducing guidance, supported by reliable local information and clear escalation to human assistance for higher-stakes needs.

Item Type:	Article
Uncontrolled Keywords:	information diagnosticity; task efficiency; social support; decision confidence; destination emotion; tourist satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	BAMBANG SEPTIAWAN
Date Deposited:	27 Jan 2026 01:38
Last Modified:	27 Jan 2026 01:38
URI:	http://repository.ubaya.ac.id/id/eprint/50196

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