DEMOGRAPHIC CHARACTERISTICS OF PERSONS USING THE SERVICES OF DELIVERY COMPANIES IN AZERBAIJAN

Abstract

The Covid-19 pandemic, which occurred in 2019, brought many innovations that affected people's consumer behavior. As a result of this, traditional trade has already been replaced by ecommerce, logistics activities by e-logistics (delivery companies), etc. began to be replaced. The development of these newly emerging fields in Azerbaijan resulted in the day-by-day increase in the number of delivery companies. These innovations led to changes in both purchasing behavior and quality criteria of customers. Previously, customers who did not want to buy products without looking at them, without touching them, now ordered products from kilometers away. Delivery of products was entrusted to delivery companies that had just started operating in the market. The
purpose of the article is to review the demographic indicators of consumers based on these radical changes in their behavior. Conducting research is important for delivery companies to choose the right strategies aimed at different consumer groups. In the article, data were collected using the questionnaire method, demographic characteristics. Frequencies, and the relationships between these indicators and service quality were measured using the Anova method. As a result of the Anova test, it was revealed that according to the level of education, consumers have significantly different expectations on service quality than other indicators.