One of the main pillars of citizenship rights is to prevent wasting time and save citizens' time. Therefore, the present study was formed with the aim of conceptualizing and implementing consumer time planning as an important category of professional ethics and citizenship rights. The present research method is basic and among mixed researches. In the qualitative part, the foundation data method is used. The statistical community in the qualitative section includes experts in the subject of time planning in the banking system (deputies, heads of banks and professors in the field of business management), who were selected as a sample by using targeted sampling until reaching theoretical saturation. The tool of the qualitative part was the deep interview and the data were analyzed using the foundational data method with the Strauss approach. In a small part, the descriptive-correlation method based on the structural equation model has been used. The statistical population in the quantitative section is the customers of National Bank in Tehran, among whom 384 people were selected using cluster sampling. The measurement tool in the quantitative part of the questionnaire is made by the researcher in the qualitative part and the data has been analyzed by structural equation method. By examining the results of the research, 60 initial codes were created in the form of 15 central codes (reducing time, filling the waiting time perceived from the employees' point of view, filling the waiting time perceived from the customer's point of view, overlap of services in the time axis, internal organizational standards, time shifting, Conscientiousness and responsibility, adaptability and agreeableness, neuroticism, extroversion, acceptance of new experiences, training, special interactions, environmental factors) and ultimate goals (consumer satisfaction) have been identified. The extracted validity and reliability scores are supported by the statistical scale. It can be concluded that organizations are trying to prevent citizens from wasting their time with proper planning. Planning the consumer's time in banking processes is one of the manifestations of respect for citizen's rights, and banks can, in addition to respecting citizen's rights, lead to customer satisfaction and long-term survival of the organization.