Service Quality, Brand Image and Its Influence on Marketing Performance Mediated by Trust in KPR Products of Bank Tabungan Negara in South Sulawesi

This study aims to analyze the influence of service quality and brand image on the marketing performance of Bank Tabungan Negara (BTN) Home Ownership Loan (KPR) products in South Sulawesi Province, with trust as a mediating variable. The main issue faced by BTN as the pioneer of KPR is the stagnation in the realization of KPR BTN products in South Sulawesi Province. The research employed a quantitative approach by collecting data through a survey of marketing developers with a sample size of 123. The sampling method used was purposive sampling. Data analysis was conducted using structural equation modelling (SEM). The findings indicate that service quality does not have a significant direct effect on marketing performance. The relationship between these two variables must be mediated by trust. Meanwhile, brand image has a positive and significant effect on marketing performance. Furthermore, trust in KPR products was proven to act as a mediating variable that strengthens the relationship between service quality, brand image, and marketing performance. These findings emphasize the importance of improving service quality and managing a strong brand image to build customer trust, thereby enhancing overall marketing performance