Background: One of the main pillars of citizenship rights is to prevent wastage of time and save citizen's 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.
Method: The present study was fundamental and among mixed researches. In the qualitative part, the data method of the foundation was used. The statistical population was experts in the field of time planning in the banking system (deputies, heads of banks and professors of business management) who were selected as a sample using purposive sampling to achieve theoretical saturation of 15 people. The analysis tool was in-depth and controversial and the data were analyzed by coding method with MAXQDA software. In the quantitative part it was a descriptive-correlation method. The statistical population was customers of state-owned banks in Tehran, from which 245 people were selected using available sampling. The instrument of the questionnaire was a researcher-made qualitative section and the data were analyzed by structural equation method using PLS software.
Results: In total, by reviewing the research results, 24 initial codes, in the form of 6 central codes (reducing time (reducing the risk of customer expectation), filling the perceived waiting time from the employees' point of view, filling the perceived waiting time from the customer's point of view Time-based service overlap, intra-organizational standards, and time shift) remain exploratory factor analysis. The validity and reliability scores were supported by statistical scale.
Conclusion: Organizations try to prevent citizens from wasting their time with proper planning. Consumer time planning in banking processes is one of the manifestations of citizenship rights, and banks can do this in addition to respecting citizenship rights, leading to customer satisfaction and long-term survival of the organization