<![CDATA[Public general hospitals in Indonesia face significant challenges in improving healthcare service performance, such as low patient satisfaction and limited operational efficiency due to resource constraints. This study aims to analyze the application of the Service Profit Chain (SPC) model in enhancing RSUD performance through a quantitative case study in a West Java RSUD. The SPC model, which links employee satisfaction to patient satisfaction and financial outcomes, was tested via surveys of 217 employees and 169 patients, along with secondary data analysis from hospital reports over 2022-2024. Analytical methods included descriptive tests, Pearson correlation, and multiple linear regression to measure relationships between SPC components (employee satisfaction, internal service quality, patient satisfaction) and performance indicators (profitability, operational efficiency, patient retention). Results show that SPC implementation increased patient satisfaction by 25% (from an average Likert score of 3.2 to 4.0) and operational efficiency by 15%, with a significant positive correlation coefficient (r = 0.68, p < 0.05). Regression analysis indicates that employee satisfaction contributes 40% to the variation in hospital performance (R² = 0.62). The study concludes that the SPC model is effective in RSUD, with recommendations for management to enhance employee training investments and regular satisfaction measurements. This research contributes to healthcare management model development in developing countries, filling the research gap on SPC application in Indonesian public hospitals]]>
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