The Effect of Delivery Duration and Drug Price on Consumer Satisfaction at Private Pharmaceutical Wholesale Distributor in Tangerang, Banten-Indonesia

Ilham Arief; LM. Zulfahrin UZ; Dwi Muliati

doi:10.58905/apollo.v4i3.639

Authors

Ilham Arief Department of Clinical and Community Pharmacy, STIKes Widya Dharma Husada Tange-rang, Indonesia
LM. Zulfahrin UZ Department of Clinical and Community Pharmacy, STIKes Widya Dharma Husada Tange-rang, Indonesia
Dwi Muliati Department of Clinical and Community Pharmacy, STIKes Widya Dharma Husada Tange-rang, Indonesia

DOI:

https://doi.org/10.58905/apollo.v4i3.639

Keywords:

Delivery Duration, Drug Price, Consumer Satisfaction, Pharmaceutical Distributor, Supply Chain

Abstract

Pharmaceutical wholesale distributors are critical intermediaries in Indonesia's healthcare supply chain. At PT Cipta Viriya Guna, delivery delays beyond the 24-hour service window and price-related complaints contributed to a 4% consumer and revenue decline in peak months of 2024. Despite this operational context, no prior study has simultaneously examined delivery duration and drug price as predictors of consumer satisfaction in a private PBF setting in Indonesia. Objective: To analyze the partial and simultaneous associations of delivery duration and drug price with consumer satisfaction at PT Cipta Viriya Guna, Tangerang, Banten. A quantitative cross-sectional survey was conducted with 193 institutional clients selected via systematic random sampling (April-May 2025). Validated Likert-scale instruments were used (Cronbach's alpha: 0.917, 0.860, 0.910). Multiple linear regression with classical assumption testing was applied. Delivery duration was significantly and negatively associated with consumer satisfaction (beta = -0.389, t = -6.262, p = 0.000); drug price was significantly and positively associated with satisfaction (beta = 0.507, t = 8.166, p = 0.000). Simultaneously, both variables explained 31.2% of satisfaction variance (F = 43.015, p = 0.000; R = 0.558; Adjusted R2 = 0.305). Delivery duration and drug price are significant predictors of consumer satisfaction in pharmaceutical wholesale distribution.

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