<![CDATA[Background: Customers experience one bank even when service delivery is fragmented across channels, systems, teams, and third parties. Aim: The investigation reported here explains how the relationship between the focal practices and customer loyalty operates in customers moving across mobile applications, websites, contact centres, branches, payment channels, and partner ecosystems. Method: A conceptual narrative synthesis draws on selected scholarly and institutional publications. The discussion is organized around mechanisms, boundary conditions, and practical implications. Results: The synthesis identifies six linked mechanisms: cross-channel consistency, ease and accessibility, security and privacy assurance, personalization with customer control, service recovery, trust built across repeated journeys. The study indicates that outcomes depend less on nominal adoption than on operational adoption quality, governance, learning, and fit with local capacity. Conclusion: Decision makers should define the expected outcome, assign responsibility, establish a small set of auditable indicators, and revise the intervention when research material contradicts its assumptions. Contribution: The assessment provides a conditional framework without claiming primary data that were not collected.]]>
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