The influence of colour of lighting on customers' waiting time perceptions

Bilgili B., Özkul E., Koç E.

TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, vol.31, pp.1098-1111, 2020 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 31
  • Publication Date: 2020
  • Doi Number: 10.1080/14783363.2018.1465814
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, International Bibliography of Social Sciences, ABI/INFORM, Business Source Elite, Business Source Premier, Educational research abstracts (ERA), Hospitality & Tourism Complete, Hospitality & Tourism Index, DIALNET
  • Page Numbers: pp.1098-1111
  • Keywords: colour of lighting, servicescape, restaurants, waiting time, service failure, INDOOR COLOR, SERVICE, STORE, QUALITY, IMPACT, MANAGEMENT, BEHAVIOR, MUSIC
  • Kocaeli University Affiliated: Yes


Customers' waiting time is one of the most important determinants of service quality perceptions and their overall satisfaction with a particular service. This study aims to investigate the influence of colour of lighting on customers' waiting time period perceptions. Based on a study with 68 participants, it was determined that the perception of the length of the waiting time before the delivery of food in a restaurant showed significant differences according to the colour of the lighting in the service environment. When the colour of lighting in the restaurant was green, the customers perceived the waiting period relatively shorter.