Life Cycle Analysis and Customer Satisfaction of “Internet-Famous” Restaurants

Abstract

Internet-famous restaurants (IFRs) have emerged as a prominent phenomenon in Indonesia’s digitally driven dining market, yet many experience rapid popularity followed by stagnation, raising questions about their long-term sustainability. This study examines the life cycle dynamics of IFRs and identifies the customer satisfaction dimensions that shape their sustainability using a big-data approach. A quantitative design was applied by analyzing 5,847 online reviews from 45 IFRs collected from Google Maps, Zomato, and Qraved across 2015–2024 in major Indonesian markets (Jabodetabek, Bandung, Surabaya, and Bali). The analysis proceeded in four stages: (1) life cycle modeling based on longitudinal review volume trends, (2) topic extraction using K-means clustering, (3) lexicon-based sentiment analysis, and (4) preference perception gap mapping to derive strategic priorities. Results reveal a four-phase IFR trajectory: exploration and involvement (2015–2018), development and consolidation (2019–2021), stagnation (2022–2024), and decline or rejuvenation (2025 onward). Clustering identifies seven satisfaction dimensions cultural creativity, internet exposure, service quality, ritualistic experience, social intimacy experience, food quality, and economic value with internet exposure being the most frequently mentioned driver of initial attraction. However, longitudinal trends show that the importance of cultural creativity and service quality increases over time, while reliance on internet exposure and ritualistic experience weakens. The preference–perception matrix highlights cultural creativity and service quality as the primary improvement priorities, supporting a 3R rejuvenation framework (Reinvent, Reinforce, Reconnect) to convert viral visibility into sustainable performance. These findings extend life cycle thinking to IFRs and offer actionable guidance for restaurant operators in social media intensive markets.