The Influence of The Informativeness of Tourist-Chatbot Interaction and Halal Facilities and Services on the Destination Image of Generation Z in Muslim-Friendly Tourism at Mount Bromo

Afra Bahita Fridajaya; Ririn Tri Ratnasari

doi:10.38142/jtep.v6i2.1977

Authors

Afra Bahita Fridajaya Airlangga University, Indonesia
Ririn Tri Ratnasari Airlangga University, Indonesia

DOI:

https://doi.org/10.38142/jtep.v6i2.1977

Keywords:

Destination Image, Informativeness of Tourist-Chatbot Interaction, Halal Facilities and Services, Muslim-Friendly Tourism

Abstract

This study aims to analyze the influence of tourist-chatbot interaction informativeness and halal facilities and services on destination image among Generation Z in the context of Muslim-friendly tourism at Mount Bromo. A quantitative survey approach was employed by distributing online questionnaires to 224 Muslim Generation Z respondents selected through purposive sampling. The respondents were active users of ChatGPT and had an interest in Muslim-friendly tourism at Mount Bromo. The data were analyzed using multiple linear regression. The findings show that tourist-chatbot interaction informativeness has a positive and significant effect on destination image. Halal facilities and services also have a positive and significant effect on destination image. Simultaneously, both independent variables explain 60.8% of the variation in destination image. These results indicate that digital information quality through chatbot interaction and the availability of halal-oriented facilities are important factors in shaping a positive image of Muslim-friendly tourism destinations. The findings provide practical implications for destination managers to integrate reliable digital information services with halal facilities to improve destination competitiveness among Muslim Generation Z tourists.

References

Ali, M., Sajjad, M., Orangzab, & Tariq, B. (2021). Impact of Destination Attractiveness on Tourists' Attachment with Mediating Role of Destination Image. Journal of Marketing Strategies, 3(3), 171–185. https://doi.org/10.52633/jms.v3i3.97

Amin, M., & Shamsudin, M. N. (2020). Halal-friendly attributes and Muslims' visit intention: The mediating role of destination trust and perceived value. Sustainability, 14(19), 12002. https://doi.org/10.3390/su141912002

Anggraeni, P. W. P., Antara, M., & Ratna Sari, N. P. (2022). Pengaruh daya tarik wisata dan citra destinasi terhadap niat berkunjung kembali yang dimediasi oleh memorable tourism experience. Jurnal Master Pariwisata (JUMPA), 9, 179. https://doi.org/10.24843/jumpa.2022.v09.i01.p08

Anggraini R., & Lupita N. (2021). Pengaruh EWOM, Travel Motivation dan Destination Attractiveness terhadap Visit Intention di Kota Batam. Jurnal Ekonomi & Ekonomi Syariah Vol 4 No 2, Juni 2021. E-ISSN: 2599-3410 | P-ISSN: 2614-3259. DOI: https://doi.org/10.36778/jesya.v4i2.404

Antara News. (2023). Wisatawan Nusantara dominasi kunjungan ke Bromo pada libur Natal. Diakses dari https://www.antaranews.com/berita/4551902/wisatawan-nusantara-dominasi-kunjungan-ke-bromo-pada-libur-natal

Apriliyanti, E., Hudayah, S., & Zainurossalamia, S. (2020). Pengaruh daya tarik wisata, citra destinasi dan sarana wisata terhadap kepuasan wisatawan Citra Niaga sebagai pusat cerminan budaya khas kota Samarinda. Jurnal Manajemen, 12(1), 145–153.

Ath-Thabrani, Imam. Al-Mu'jam al-Kabir. (Hadis tentang perjalanan untuk mencari ilmu atau berdagang).

Awaliah, S. F. N. (2024). Peran Muslim Milenial Sebagai Katalisator Pariwisata Halal Indonesia Dalam Meningkatkan Perekonomian Nasional. FoSSEI. Diakses dari fossei.org

Aziz, A (2018). Muslim-friendly tourism: Concept, practices and challenges in Malaysia. International Journal of Academic Research in Business and Social Sciences, 81 1), 355-363.

Badan Pusat Statistik, 2024. "Mayoritas Penduduk Indonesia Beragama Islam pada Semester I 2024". Katadata, Databoks. Tersedia di: https://databoks.katadata.co.id/demografi/statistik/66b45dd8e5dd0/mayoritas-penduduk-indonesia-beragama-islam-pada-semester-i-2024.

Badan Pusat Statistik & Kementerian Pemberdayaan Perempuan dan Perlindungan Anak (BPS-KPPPA). (2018). Profil Generasi Milenial Indonesia. Jakarta: BPS-KPPPA.

Barhate, B., & Dirani, K. M. (2022). Generational differences in work values and preferences: A review of theory and evidence. Human Resource Development Review, 21(1), 1-25.

Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social

Battour, M., & Ismail, M. N. (2016). Halal tourism: Concepts, practices, challenges, and future. Tourism Management Perspectives, 19, 150-154.

Battour, M., & Ismail, M. N. (2016). Halal tourism: Concepts, practices, challenges and future. Tourism Management Perspectives, 19, 150-154.

Battour, M., & Ismail, M. N. (2022). The Role of Halal Tourism and Its Effect on Muslim-Friendly Destinations. Journal of Islamic Tourism.

Battour, M., Mady, K., Salaheldeen, M., Elsotouhy, M., Elbendary, I., & Boğan, E. (2023). AI-enabled technologies to assist Muslim tourists in halal-friendly tourism. Journal of Islamic Marketing, 14(5), 1291-1309.

Battour, M., Salaheldeen, M., Mady, K., & Ratnasari, R. T. (2024a). ChatGPT and halal travel: An overview of current trends and future research directions. AI in Business: Opportunities and Limitations, 1, 23-31.

Battour, M., Ratnasari, R. T., Ahmi, A., Sukmana, R., & Hendratmi, A. (2024b). Halal tourism and ChatGPT: An overview of current trends and future research directions. Journal of Islamic Marketing, 15(12).

Battour, M. (2018), Muslim travel behavior in halal tourism, Mobilities, Tourism and Travel Behavior-Contexts and Boundaries, 3-16.

Bawazir, Tohir. 2013. Panduan Praktis Wisata Syariah. Jakarta: Pustaka Al-Kautsar.

Booking Bromo. (n.d.). Peraturan Taman Nasional Bromo Tengger Semeru. Diakses dari https://bookingbromo.bromotenggersemeru.org/home/peraturan#:~:text=reschedule%20/%20jadwal%20ulang-,LARANGAN,Melakukan%20perbuatan%20asusila

Bryman, A. (2012). Social Research Methods (4th ed.). Oxford University Press. Modeling. In C. Homburg, K. Klarmann, & A. Vomberg (Eds.), Handbook of Market Research (pp. 587–632). Springer, Cham. https://doi.org/10.1007/978-3-319-57413-4_15

Buhalis, D. (2000). Marketing the competitive destination of the future. Tourism Management, 21, 97–116.

Cahyani, N., Safitri, M., & Mahmud. (2024). Pengaruh Media Sosial, Citra Destinasi, dan Fasilitas Wisata terhadap Minat Berkunjung Kembali ke Pantai Bandengan Jepara. Jurnal Bisnis Net, 7(1).https://example.com/jurnal-link

Charli, C. O. (2020). Pengaruh Social Media Marketing, Fasilitas Wisata Dan Citra Destinasi Wisata Terhadap Minat Wisatawan Berkunjung. Jurnal Ekobistek, 9(2), 40–48.

Chang, Y. C., Chen, J. L., & Lee, H. L. (2023). The impact of tourist-chatbot interaction on visit intention: The mediating role of destination image. Tourism Management Perspectives, 43, 100781. https://doi.org/10.1016/j.tmp.2023.100781

Chaulagain, S., Witala, J., & Fu, X. (2019). The impact of country image and destination image on US tourists' travel intention. Journal of Destination Marketing & Management, 12, I-11.

Chin, W. (2000, December). Partial least squares for IS researchers: an overview and presentation of recent advances using the PLS approach. In ICIS (Vol. 2000, pp. 741-742).

Chua, B. L., Goh, C. F., & Lee, H. (2020). Effectiveness of conversational agents in the tourism sector: A study on chatbot services. International Journal of Tourism Research, 22(5), 578-588. https://doi.org/10.1002/jtr.2342

Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587–595. https://doi.org/10.1016/j.jbusres.2018.10.004

Demir, M. and Demir, SS. (2023), “Is ChatGPT the right technology for service individualization and value co-creation? Evidence from the travel industry”, Journal of Travel and Tourism Marketing, Vol. 40 No. 5, pp. 383-398.

DinarStandard. (2022). State of the Global Islamic Economy Report 2022/23: Unlocking Opportunities. DinarStandard & Salaam Gateway.

Djakfar, M. (2019). Pariwisata Halal Perspektif Multidimensi Peta Jalan Menuju Pengembangan Akademik dan Industri Halal di Indonesia. UIN Maliki Press

Dwivedi, Y.K., Kshetri, N., Hughes, L., Slade, E.L., Jeyaraj, A., Kar, A.K. and Ahuja, M. (2023a), “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy”, International Journal of Information Management, Vol. 71, p. 102642.

El-Gohary, H. 2016. Halal Tourism: Is It Really Halal? Tourism Management Perspectives.

Formica, S., Uysal, M. 2006. Destination attractiveness based on supply and demand evaluations: An analytical framework. Journal of Travel Research 44(4), 418-430.

Gabrielova, K., & Buchko, A. A. (2021). Here comes Generation Z: Millennials as managers. Business Horizons, 64(4), 489-499.

Ghozali, I. (2006). Structural Equation Modeling Metode Alternatif Dengan Partial Least Square PLS, Badan Penerbit Universitas Diponegoro.

Ghozali. (2011) Aplikasi Analisis Multivariate dengan Program SPSS. Jurnal Ilmiah Universitas Pandanaran. https://doi.org.10.1177/107049659800700202

Global Muslim Travel Index. (2023). Muslim-Friendly Travel Destinations: Top Global Rankings for Muslim Tourists. Mastercard & Crescent Rating.

Gursoy, D., Li, Y. and Song, H. (2023), “ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions”, Journal of Hospitality Marketing and Management, Vol. 32 No. 5, pp. 579-592.

Guzman, I. and Pathania, A. (2016), "Chatbots in customer service, Accenture Interactive", available at: https://doi.org/10.1007/BF02490459

Hahm, J., Tasci, A. D., & Terry, D. B. (2018). Investigating the interplay among the Olympic Games image, destination image, and country image for four previous hosts. Journal of Travel & Tourism Marketing, 35(6), 1-17.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications. https://doi.org/10.1080/1743727X.2016.1262613

Hair, J.F. (2010). Multivariate data analysis. Pearson College Division

Harahsheh, S., Haddad, R., & Alshorman, M. (2019). Implications of marketing Jordan as a Halal tourism destination. Journal of Tourism & Hospitality, 97. https://doi.org/10.1108/JTH-02-2019-0217

Hassan, A., & Rahman, M. S. (2023). Consumer behavior in halal tourism: Insights from Muslim travelers in Southeast Asia. Tourism Management, 82, 104212. https://doi.org/10.1016/j.tourman.2020.104212

Hasanah, S. (2020). Muslim Friendly Tourism and Western Creative Tourism: The Conceptual Intersection Analysis. International Journal of Islamic Business Ethics, 5(1), 21. https://doi.org/10.30659/ijibe.5.1.21-32

Hidayat, Ali Akbar, Muaidy Yasin, and Akhmad Jufri. 2021. “Influence of Muslim-Friendly Facilities, Prices, and Locations on Decisions to Stay at Three and Four-Star Hotels in Mataram City.” American Journal of

Huang, G. (2020). Platform Variation and Content Variation on Social Media: A Dual-Route Model of Cognitive and

Huang, S., & van der Vecn, R. (2018). The moderation of gender and generation in the effects of perceived destination image on tourist attitude and visit intention: A study of potential Chinese visitors to Australia, Journal of Vacation Marketing, 25(3), 375-389. https://jurnal.unmer.ac.id/index.php/jt/article/view/12319

Islam, N. U., & Chaudhary, M. (2021). Index of destination attractiveness: A quantitative approach for measuring tourism attractiveness. TURIZAM, 25(1), 31–44. https://doi.org/10.5937/turizam25-27235

Jiang, K., Qin, M., & Li, S. (2022). Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers? Journal of Consumer Behavior, 21(4), 756–772. https://doi.org/10.1002/cb.2034

Juliana, J., Mahri, A. J. W., Salsabilla, A. R., Muhammad, M., & Nusannas, I. S. (2022). The determinants of Muslim millennials' visiting intention towards halal tourist attractions. Halal Tourist Attraction, 473. https://doi.org/10.1016/j.jdmm.2022.01.003

Kanuri, V. K., Chen, H., & Sridhar, S. (2018). Scheduling Content on Social Media: Theory, Evidence, and Application. Journal of Marketing. Journal of Marketing, 82(6).

Karini, R. S. R. A. (2022). Pengaruh Daya Tarik Wisata dan Citra Destinasi Wisata Terhadap Kepuasan Pengunjung di Jalan Braga. Jurnal Manajemen Pariwisata, 1(3).

Kementerian Pariwisata dan Ekonomi Kreatif. (2020). Sembilan Strategi Jadikan Indonesia Destinasi Wisata Halal Kelas Dunia. Diperoleh dari https://kemenparekraf.go.id

Kementerian Pariwisata dan Ekonomi Kreatif (Kemenparekraf). (2020). Analisis Faktor-Faktor yang Mempengaruhi Generasi Z dalam Mengunjungi Pariwisata Halal. Jurnal Ekonomi Islam, 11(2), 123-135. Diakses dari Jurnal STIE AAS

Khan, M., Naqvi, S. A. A., & Ahmad, M. (2021). The role of halal facilities and services in shaping Muslim tourists’ destination choice: Evidence from Southeast Asia. Journal of Hospitality and Tourism Management, 46, 202-211. https://doi.org/10.1016/j.jhtm.2021.05.004

Kim, S., Park, H., & Lee, J. (2022). Social Media Content and Destination Image in Generation Z Travel Behavior. International Journal of Tourism Research.

Koo, C., Park, J., & Lee, J. N. (2016). An integrative model of social media utilization and destination branding. Journal of Destination Marketing & Management, 5(3), 225-234.

https://ojs.uajy.ac.id

Lee, J., & Kim, Y. (2021). Social media content and its impact on destination image and visit intention: A mediation model. Tourism Management, 82, 104205. https://doi.org/10.1016/j.tourman.2020.104205

Letheren, K., Russell-Bennett, R., & Whittaker, L. (2020). Black, white or grey magic? Our future with artificial intelligence. Journal of Marketing Management, 36(3-4), 216–232. https://doi.org/10.1080/0267257X.2019.1706306

Liang, S.-H., & Lai, I. K. W. (2022). Tea tourism: Designation of origin, brand image, destination image, and visit intention. Journal of Vacation Marketing, 28(1), 1-19. https://doi.org/10.1177/135676672211099952

Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019). Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937–947. https://doi.org/10.1287/mksc.2019.1192

Mabrurin, A., & Latifah, A. (2021). Analisis Pengembangan Potensi Pariwisata Syariah Dalam Meningkatkan Perekonomian Masyarakat (Studi pada Wisata Religi di Makam Gus Miek Kabupaten Kediri dan Mbah Wasil Kota Kediri. Ar-Rehla: Halal Food, Islamic Traveling, and Creative Economy, 1(1), 2776–7434.

Mareta, R. K., Farida, N., & Dewi, R. S. (2022). Pengaruh citra destinasi dan produk wisata terhadap keputusan berkunjung melalui electronic word of mouth (studi pada pengunjung wisata Eling Bening). Jurnal Ilmu Administrasi Bisnis, 11(1), 33-40. https://doi.org/10.14710/jiab.2022.33569

Mayo, E. J., Jarvis, L. P. (1981). The psychology of leisure travel. Effective marketing and selling of travel services. CBI Publishing Company, Inc.

Mich, L. and Garigliano, R. (2023), “ChatGPT for e-tourism: a technological perspective”, Information Technology and Tourism, Vol. 25 No. 1, pp. 1-12.

Milhinhos, P. R. (2015). The Impact of Content Marketing on Attitudes and Purchase Intentions of Online Shoppers: The Case of Videos & Tutorials and User-Generated Content. Escola Brasileira de Administração Pública.

Molinillo, S., Liébana-Cabanillas, F., Anaya-Sánchez, R., & Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism management, 65(1), 116-130.

Mulyatiningsih. 2011, Riset Terapan. Yogyakarta: UNY Press

Mursid, A., & Anoraga, P. (2021). Halal destination attributes and revisits intention: The role of destination attractiveness and perceived value. International Tourism Studies Association, 1(1), 1-10. https://doi.org/10.1016/j.tourism.2021.07.004

Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of Internet Commerce, 18(1), 91–111. https://doi.org/10.1080/15332861.2019.1567188

Ullaeli, S., Maulana, H., Wati, L., Sari, A. F., & Andayani, L. (2024). Dampak Adanya Media Sosial Terhadap Citra Destinasi Wisata. Multiple: Journal of Global and Multidisciplinary, 2(12). Universitas Muhammadiyah Mataram. Retrieved from https://journal.institercom-edu.org/index.php/multiple

Unsplash. Mount Bromo. Diakses dari https://unsplash.com/s/photos/mount-bromo

Vengesayi, S. (2009). A Destination Attractiveness Model: An Interactionist Perspective. Tourism Analysis, 14(5), 621–636.

Wahyuni, S., & Haryanto, A. (2021). Factors influencing Generation Z's intention to visit Muslim-friendly tourism destinations. Journal of Tourism & Hospitality Research, 23(3), 341-356. https://doi.org/10.1108/JTHR-05-2021-0151

Wang, C. Y. & Hsu, M. K. (2010). The relationships of destination image, satisfaction, and behavioral intentions: An integrated model. Journal of Travel & Tourism Markering, 27(A), R29-343.

Wang, Y.-H., Wang, Y.-H., Chiu, J.-H., Liou, J.-Y. and Yu-Shiangyang (2015), “Recreation benefit, recreation experience, satisfaction, and revisit intention – evidence from Mo zai dun story island”, Journal of Business and Economic Policy, Vol. 2 No. 2, pp. 53-61.

Wijaya, C. O., Wijaya, S., & Jaolis, F. (2024). The influence of social media content on attitude, destination image, and intention of female Muslim travelers to visit halal destinations: Comparison between UGC and FGC. Journal of Islamic Marketing.

Wulmurtiah, A. (2021). Tourism Destination Branding: Analisis Strategi Branding Wisata Ramah Muslim “Studi Kasus Gunung Bromo Jawa Timur” (Skripsi). Universitas Islam Negeri Maulana Malik Ibrahim Malang, Malang.

Wu, M. Y., & Li, M. (2022). Destination attractiveness and its effects on destination image and visit intention. Journal of Destination Marketing & Management, 21, 100658. https://doi.org/10.1016/j.jdmm.2022.100658

xcubelabs (2017), "5 ways chatbots are changing the face of the travel industry".

Yacob, S.J. and Qomariyah, N. (2019), “Visiting intention: a perspective of destination attractiveness and image in Indonesia rural tourism”, SIJDEB, Vol. 3No No. 1, pp. 122-133.

You, S., Kim, J.-H., Lee, S., Kamat, V. and Robert, L.P. (2018), “Enhancing perceived safety in human- robot collaborative construction using immersive virtual environments”, Automation in Construction, Vol. 96, pp. 161-170.

Yusendra, M. A. E. (2015). Analisis faktor-faktor yang mempengaruhi keputusan pemilihan destinasi wisata bagi wisatawan domestik nusantara. Jurnal Magister Manajemen, 1(1), 47-56.

Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism Management, 40, 213-223.

Zhou, Y., & Wang, L. (2023). The Role of Chatbot Interaction Informativeness in Tourism Marketing. Journal of Digital Tourism.