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Library's collection Library's IT development CancelThe objective of this research study is to analyze the gap between customer expectation through Instagram and their experience in Surabaya, Indonesia. The author begins the research study with review the previous study and data related to the research topics. Then, the author will continue to do primary research by conducting a survey using GoogleDocs. The respondent will be the residence of Surabaya. The survey distributed from 30th November 2016 - 12th December 2016. The author distributed 200 surveys and 183 back, then 176 is the valid number of surveys to analyze. Afterwards, the author will analyze the data using excels to find the expectation and the experience of the Surabaya people. Lastly, the author will give conclude the research finding and give a recommendation for the future academic research and for the restaurant especially in Surabaya. Then, the author will give the information of what content that influence Surabaya people of choosing a restaurant and give the aspect that can lead to dissatisfaction because of the misperception.