Abstract: This research is based on relevant theories of waiting. We use interviews and the questionnaire survey method, try to define the "degree of customers- patient waiting", and explain the relevant mechanism. "Customers- patient waiting degree" refers to the moment when customers lose patience during the process of waiting because of subjective and objective reasons for the accumulation of constant negative emotions. The controllability of the waiting time and negative emotions were significantly positive and negative correlations, and the correlation between the negative emotions and customers- patient waiting degree was negatively correlated. Some suggestions are given on improving the banking sector.