This study aims to analyze the relationship between offline service perception, online service perception, brand trust, and customer engagement, as well as the mediating role of brand trust in the relationship. The research uses a quantitative method with a survey approach through questionnaires. The sample consists of users of a brand's offline and online services. Data analysis uses a structural relationship model (SEM) to measure pathways between variables.  The results showed that the perception of offline services had a negative influence on brand trust (path coefficient = -0.227), while the perception of online services had a significant positive effect on brand trust (path coefficient = 0.251). Offline service perception had a strong positive impact on customer engagement (path coefficient = 0.661), while online service perception showed a weak positive influence on customer engagement (path coefficient = 0.131). Brand trust has only minimal influence on customer engagement (path coefficient = 0.029), so it is insignificant. In a mediation relationship, brand trust acts as a partial mediator on the relationship between offline service perception and customer engagement, as well as between online service perception and customer engagement.  The conclusion shows that the perception of offline and online services affects customer engagement in different ways, while the role of brand trust as a mediator is relatively small. Suggestions for companies are to improve the quality of online services to strengthen brand trust and customer engagement, as well as improve the perception of offline services that tend to be negative. Further research is recommended to explore other variables that affect customer engagement to broaden insights.